Genesys Cloud - Main

#Routing(ACD/IVR)

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Tracey White
Workforce Planner - Coca Cola
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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.

Hi Tracey,

I recently had a request from a customer to cancel scheduled callbacks if the same phone number called back in.

I used a Trigger, for topic user.start with criteria for queue(s) I was interesting in, direction inbound, media type voice, and a provided ani

That fired a workflow that called a data action to to check for existing scheduled callback for the ani that the agent just answered a call from.

If a scheduled callback existed, I used another data action to cancel the callback.

All doable in Genesys system if that is what you are looking for.

Simon

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Simon Brown
Maintel Europe Limited
Senior Applications Consultant
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Hi Tracey,

I've had a similar request from one of my customers on this. They were looking for ways to cancel callbacks that were scheduled for out of hours. I added a Post Flow action in the Main Flow and selected a Flow I had created that would run a data action on the current interaction to see if it had been scheduled as a callback or not and the date and time of the schedule. You could set a Post Flow, run a data action that looks at API /api/v2/conversations/{conversationId}, and pull back the callback state. If it has been previously scheduled, then you would cancel the newest one with another data action. 

This will work well for when agents are scheduling multiple callbacks.

Martin

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Martin Boyle
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