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  • 1.  Multiple Callbacks from same number

    Posted 09-01-2022 09:23
    No replies, thread closed.
    Hello, 

    We are currently experiencing longer than usual wait times. Our customers are getting restless and scheduling multiple callbacks using the IVR. Is there a way for the system to not allow multiple queued callbacks with the same number?
    #Routing(ACD/IVR)

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    nicholas Argeson
    Bethlehem Shared Services LLC.
    ------------------------------


  • 2.  RE: Multiple Callbacks from same number

    Posted 09-01-2022 09:50
    No replies, thread closed.
    Hi Nicholas,

    We have helped customers with this issue.  We created a data action that uses the analytics API to check to see if a callback already exists for the ANI before allowing another to be created.

    ------------------------------
    Braiden Woodward
    Foehn Ltd.
    ------------------------------



  • 3.  RE: Multiple Callbacks from same number

    Posted 09-01-2022 10:00
    No replies, thread closed.
    I have very limited knowledge using data actions. Where should I start in researching this?

    ------------------------------
    nicholas Argeson
    Bethlehem Shared Services LLC.
    ------------------------------

    Original Message


  • 4.  RE: Multiple Callbacks from same number

    Posted 09-02-2022 10:45
    No replies, thread closed.
    Hello! 

    We also have custom built data actions in place using APIs that look at the ANI and can advise the caller that they have an active callback in our system.

    The IVR then gives them an opportunity to cancel it through another API call.

    We have internal developers that were able to build these out once I identified the APIs required.

    ------------------------------
    Kymberli O'Hagan
    Technical Analyst III
    Alberta Motor Association
    ------------------------------



  • 5.  RE: Multiple Callbacks from same number

    Posted 09-12-2022 13:55
    No replies, thread closed.
    Here is the request template from a data action I wrote for this purpose. Hopefully this will help. 
    {
    "requestUrlTemplate": "/api/v2/analytics/conversations/details/query",
    "requestType": "POST",
    "headers": {
    "Content-Type": "application/json"
    },
    "requestTemplate": "{\n\"interval\": \"${input.interval}\",\n\"order\": \"asc\",\n\"orderBy\": \"conversationStart\",\n\"paging\": {\n\"pageSize\": 25,\n\"pageNumber\": 1\n},\n\"segmentFilters\": [{\n\"type\": \"or\",\n\"clauses\": [{\n\"type\": \"and\",\n\"predicates\": [{\n\"type\": \"dimension\",\n\"dimension\": \"ani\",\n\"operator\": \"matches\",\n\"value\": \"${input.ani}\"\n}]\n},\n{\n\"type\": \"and\",\n\"predicates\": [{\n\"type\": \"dimension\",\n\"dimension\": \"mediaType\",\n\"operator\": \"matches\",\n\"value\": \"callback\"\n},\n{\n\"type\": \"dimension\",\n\"dimension\": \"queueId\",\n\"operator\": \"matches\",\n\"value\": \"${input.queueId}\"\n}\n]\n}\n]\n}],\n\"conversationFilters\": [{\n\"type\": \"and\",\n\"predicates\": [{\n\"type\": \"dimension\",\n\"dimension\": \"conversationEnd\",\n\"operator\": \"notExists\"\n}]\n}]\n}"
    }

    ------------------------------
    Richard Surroz
    Genesys - Employees
    ------------------------------



  • 6.  RE: Multiple Callbacks from same number

    Posted 06-06-2025 11:30
    Edited by Warren Smith 06-09-2025 13:14
    No replies, thread closed.

    This data action didn't quite work as expected, but it set me on the right track. 



    ------------------------------
    Warren Smith
    ATB Financial
    ------------------------------

    Original Message


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