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  • 1.  Remove a pending callback request via agent script

    Posted 10-16-2025 03:48
    No replies, thread closed.

    Hi together,

    does anyone else know the situation:
    You call out to a customer who is not reachable and you setup a callback request for within 2 hours.
    The customer sees the number and is calling to you.
    But you still have the pending callback that will popup after 2 hours.

    So it would be great to 
    a) see the pending callback request (query by customer phone number) and
    b) to be able to delete/remove the callback request directly from an agent script, e.g via a button and refresh the page to show that there is no callback request anymore

    Creating the API actions with GET and DELETE is not that  problem.
    It's more about how to show and layout this in the agent script.

    Any good ideas?


    THANKS!

    BR, Robert

    #Outbound #ScheduleCallback #GenesysAgentScripting


    #API/Integrations
    #Outbound

    ------------------------------
    Robert Herms
    IT Engineer / Architect
    ------------------------------


  • 2.  RE: Remove a pending callback request via agent script
    Best Answer

    Posted 10-16-2025 09:47
    No replies, thread closed.

    This is not an uncommon request.  What I like to advise my clients is to use automation in the call flow to accomplish this.  As calls come in, just look to see if there is a callback for the same number.  If there is one, just let the caller know that they already have a callback and possible wait time for the system to call them back when an agent is available.  Try to convince them to hang up and wait for the callback or delete the callback and let them wait based on current wait time. 

    What you are asking for is also pretty simple, but you would have to go through similar tasks.  Keep it up front, before it gets to the agent.  



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



  • 3.  RE: Remove a pending callback request via agent script

    Posted 10-20-2025 05:34
    No replies, thread closed.

    Hi Robert,

    THANKS for your reply.

    I also thought of this way but from the business perspective it would be better to see the scheduled callback in the agent script (if there is one) and also have the possibility to remove/delete the scheduled callback.

    Maybe I can convince the business to remove the callback by a conversation trigger... When the conversation is connected to an agent and there is a scheduled callback (maybe also compare the queues), the scheduled callback can get deleted this way.

    BR, Robert



    ------------------------------
    Robert Herms
    IT Engineer / Architect
    ------------------------------

    Original Message


  • 4.  RE: Remove a pending callback request via agent script

    Posted 10-20-2025 09:41
    No replies, thread closed.

    Same principle here. You look up the callbacks and pass them to a script with a button to remove it.



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

    Original Message


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