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  • 1.  mechanism for redundant callbacks

    Posted 03-08-2024 03:19
    No replies, thread closed.

    Hi,

    Does someone have a mechanism for redundant callbacks? For example, a callback is either already in a queue or has been scheduled. Meanwhile, the same phone number calls again and can speak with an agent. The callback has become redundant and should be automatically terminated.


    #Outbound

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    Thomas Repking
    Canada Life Group Services Limited
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  • 2.  RE: mechanism for redundant callbacks

    Posted 03-08-2024 13:39
    No replies, thread closed.

    We do this all the time with our customers.  We run a data action for callbacks in queue and check phone number.  If they already have one in queue, we let them know to wait for it.  Sometimes we just confirm that callback and don't create the second one, knowing that they will get the first one before the second one.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: mechanism for redundant callbacks

    Posted 03-11-2024 09:11
    No replies, thread closed.

    Thank You Robert, is this a standard data action or did you customize it?



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    Thomas Repking
    Canada Life Group Services Limited
    ------------------------------

    Original Message


  • 4.  RE: mechanism for redundant callbacks
    Best Answer

    Posted 03-11-2024 17:13
      |   view attached
    No replies, thread closed.

    All data actions are custom.  We are using this API:  /api/v2/analytics/conversations/details/query

    See attached data action.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: mechanism for redundant callbacks

    Posted 03-11-2024 19:29
    No replies, thread closed.

    We get this issue from time to time but have no smart way of the system knowing they have called us (plus we have a lot of unknown/anonymous numbers).


    Because of this, we have to disconnect the interaction manually once we find the ID of the callback - takes about five mins to trace it so not a biggie for us.



    ------------------------------
    Clare Wallace
    NZME.
    ------------------------------



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