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Scheduled callback - Can we prevent pre-callback contacts when a callback is already scheduled

  • 1.  Scheduled callback - Can we prevent pre-callback contacts when a callback is already scheduled

    Posted 7 hours ago
    Customer had a callback scheduled for 4:38 pm
    System allowed an additional earlier contact at 3:43 pm
    Resulted in multiple contacts (3 total) for the same issue
    Looking for: Callback protection logic 

    #Routing(ACD/IVR)

    ------------------------------
    Tracey White
    Workforce Planner - Coca Cola
    ------------------------------


  • 2.  RE: Scheduled callback - Can we prevent pre-callback contacts when a callback is already scheduled

    Posted 6 hours ago
    Edited by Phaneendra Avatapalli 6 hours ago

    Hi Tracey,

    From my understanding, I don’t believe there is a native callback protection mechanism that prevents duplicate callbacks while one is already pending.

    One approach you could consider is:

    1. Capture the caller’s ANI when the call arrives.
    2. Use a Data Action to call POST /api/v2/analytics/conversations/details/query with an appropriate interval (for example, the last 24 hours) and check for an existing active callback for that ANI.
    3. Filter for:
      • mediaType = callback
      • segmentEnd = notExists (callback still active)
      • callbackNumber = ANI
    4. If a pending callback is found, play a message such as “You already have a callback scheduled” and optionally end the interaction or offer to reschedule.
    5. If no pending callback exists, continue with the normal routing or create the callback (for example, using POST /api/v2/conversations/callbacks if you’re creating callbacks programmatically).

    This would require some custom logic, but it could help prevent multiple callbacks being scheduled for the same customer.

    Hope this helps.



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