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  • 1.  How do you check the queue for a callback already holding

    Posted 11-18-2025 16:54
    No replies, thread closed.

    I had a request from one of our departments that uses callbacks. If there is a callback already holding in the queue that hasn't been answered yet, then I would like to do a check, and then if it is from the same phone number, then don't allow them to leave another callback. I have seen a few different posts about this, but looking for guidance from someone who is actually doing this and what API they are using. I have seen some using the API for callbacks, while others were using the API for conversation details. Can you let me know which one is best, and then are you looking for the phone number, status, and media type, or anything else? Thanks in advance!


    #Telephony

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    Corey Lanier
    Shaw Industries Group, Inc.
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  • 2.  RE: How do you check the queue for a callback already holding

    Posted 11-20-2025 04:31
    No replies, thread closed.

    Great question, hopefully someone in the community can confirm how they are doing this.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: How do you check the queue for a callback already holding
    Best Answer

    Posted 11-20-2025 05:14
    No replies, thread closed.

    Hi @Corey Lanier

    We have this kind of check in our flows, and we verify whether a specific ANI already has an active callback using /api/v2/analytics/conversations/details/query.
     
    In the request body, we ask for the date, media type (callback), ANI, and queue, and we check the following in the conversation:
     
    {
        "type": "metric",
        "metric": "tAnswered",
        "operator": "notExists"
    }
    This is used to confirm that the interaction has not been answered yet.
     
    {
        "dimension": "conversationEnd",
        "operator": "notExists"
    }
    And this ensures that the interaction has not ended.

    I hope this is helpful to you


    regards.

    Rafa.



    ------------------------------
    Rafael Gomez Sanchis
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