Genesys Cloud - Main

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.

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.

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.

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

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.

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.

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.