Hello,

We need to implement some logic in case customers do not answer/miss the customer-first callback (e.g., send them an SMS, update CRM, etc.). 

I tried using a trigger fired on wrap-up code (ININ-OUTBOUND-BUSY, ININ-OUTBOUND-NO-ANSWER,...), and sending an SMS from the corresponding workflow. However, as I can see, sometimes the trigger is fired twice with a small delay, so the SMS is sent twice. 

Can someone recommend a better solution for handling missed customer-first callbacks?

Hello,

We need to implement some logic in case customers do not answer/miss the customer-first callback (e.g., send them an SMS, update CRM, etc.). 

I tried using a trigger fired on wrap-up code (ININ-OUTBOUND-BUSY, ININ-OUTBOUND-NO-ANSWER,...), and sending an SMS from the corresponding workflow. However, as I can see, sometimes the trigger is fired twice with a small delay, so the SMS is sent twice. 

Can someone recommend a better solution for handling missed customer-first callbacks?

So, that wrap-up trigger is for agent-provided wrap-up, not the campaign assigned.  Also, the Outbound triggers don't really apply to what you are trying to do.  I would use a trigger on v2.detail.events.conversation.{id}.outbound  with a filter for the queue or campaign as a participant and then look for call analysis on the wrap-up and then orchestrate from there.  

Hello,

We need to implement some logic in case customers do not answer/miss the customer-first callback (e.g., send them an SMS, update CRM, etc.). 

I tried using a trigger fired on wrap-up code (ININ-OUTBOUND-BUSY, ININ-OUTBOUND-NO-ANSWER,...), and sending an SMS from the corresponding workflow. However, as I can see, sometimes the trigger is fired twice with a small delay, so the SMS is sent twice. 

Can someone recommend a better solution for handling missed customer-first callbacks?

So, that wrap-up trigger is for agent-provided wrap-up, not the campaign assigned.  Also, the Outbound triggers don't really apply to what you are trying to do.  I would use a trigger on v2.detail.events.conversation.{id}.outbound  with a filter for the queue or campaign as a participant and then look for call analysis on the wrap-up and then orchestrate from there.  

Hello,

We need to implement some logic in case customers do not answer/miss the customer-first callback (e.g., send them an SMS, update CRM, etc.). 

I tried using a trigger fired on wrap-up code (ININ-OUTBOUND-BUSY, ININ-OUTBOUND-NO-ANSWER,...), and sending an SMS from the corresponding workflow. However, as I can see, sometimes the trigger is fired twice with a small delay, so the SMS is sent twice. 

Can someone recommend a better solution for handling missed customer-first callbacks?