Genesys Cloud - Main

We want to achieve below setup-
1. Caller calls the IVR & has selected an option.
2. Call is routed to a queue & all agents in queue are busy/not available so the call is still in Inqueue Flow.
3. In Inqueue Flow, the caller opts for Callback since no one was available to answer his call. <Using of Create Callback in Architect Inqueue Flow>
4. For some reasons the same caller(Same ANI) calls the IVR again, but this time system first checks if there is any callback request present in the queue for the same Caller(Same ANI) which is yet to be taken by an agent.
                         a. If the Callback request is present in the system, the caller wont be given an option to get a callback
                         b. If the Callback request is NOT present in the system, the caller will be given an option to get a callback
So basically we want to restrict the Caller from opting for Callback if there is already a callback request pending at the system.
                         

I can't seem to find any relevant links in resource center and was wondering if anyone out there may have some idea about it to help me out.
Could anyone in the community please let me know if this is doable or not? If yes, then how this can be achieved?

Any suggestions would be greatly appreciated!

#ArchitectureandDesign
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

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Foram Parikh

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You have a bit of an up-hill challenge here.  There is not an easy way to look for that phone number in the callbacks within the Architect.  You will need a data action to the GC API to pull all the callback conversations in the queue then parse the collection retrieved for the phone number and then use Architect decisions and logic.  

This might be beyond your current level at this point, but there are several examples in the Architect resource and the developer sites.  It is doable, but will require that data action and parsing functions.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Hi Robert,

Thanks for your valuable inputs!

I understand that achieving this requirement is not straight forward & require development efforts.

Also, regarding- "examples in the Architect resource and the developer sites"
Could you please put more light on it as i am new to this & any link/examples/case study where similar setup is incorporated will be really helpful!

Thanks in advance!

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Foram Parikh

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Original Message:
Sent: 09-01-2020 10:12
From: Robert Wakefield-Carl
Subject: Restrict Callback

You have a bit of an up-hill challenge here.  There is not an easy way to look for that phone number in the callbacks within the Architect.  You will need a data action to the GC API to pull all the callback conversations in the queue then parse the collection retrieved for the phone number and then use Architect decisions and logic.

This might be beyond your current level at this point, but there are several examples in the Architect resource and the developer sites.  It is doable, but will require that data action and parsing functions.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

You could probably make this work by adding an Architect Data Table, then use the API to write the ANI to the data table as part of your callback creation step.  Add a check of that table as the step to take when deciding whether or not to offer a callback.  To clean up, have your callback screen pop script run an action that deletes the ANI from the table.

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Mike Steinke
Inflow Communications
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Here is some good reading:

https://help.mypurecloud.com/articles/use-data-actions-in-architect-for-integrations/

https://help.mypurecloud.com/articles/use-data-actions-in-architect-for-integrations/

https://help.mypurecloud.com/articles/about-genesys-cloud-data-actions-integration/

https://help.mypurecloud.com/articles/concepts-for-the-data-actions-integration/

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 09-02-2020 11:10
From: Mike Steinke
Subject: Restrict Callback

You could probably make this work by adding an Architect Data Table, then use the API to write the ANI to the data table as part of your callback creation step.  Add a check of that table as the step to take when deciding whether or not to offer a callback.  To clean up, have your callback screen pop script run an action that deletes the ANI from the table.

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Mike Steinke
Inflow Communications
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Hi everyone,

Thank you for all of your valuable inputs. Appreciate it!

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Foram Parikh

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Original Message:
Sent: 09-03-2020 01:16
From: Robert Wakefield-Carl
Subject: Restrict Callback

Here is some good reading:

https://help.mypurecloud.com/articles/use-data-actions-in-architect-for-integrations/

https://help.mypurecloud.com/articles/use-data-actions-in-architect-for-integrations/

https://help.mypurecloud.com/articles/about-genesys-cloud-data-actions-integration/

https://help.mypurecloud.com/articles/concepts-for-the-data-actions-integration/

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------


Original Message:
Sent: 09-02-2020 11:10
From: Mike Steinke
Subject: Restrict Callback

You could probably make this work by adding an Architect Data Table, then use the API to write the ANI to the data table as part of your callback creation step.  Add a check of that table as the step to take when deciding whether or not to offer a callback.  To clean up, have your callback screen pop script run an action that deletes the ANI from the table.

------------------------------
Mike Steinke
Inflow Communications