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Search existing Callback by phone number and not conversation id

  • 1.  Search existing Callback by phone number and not conversation id

    Posted 06-05-2025 18:27

    Liezl_Tamunday | 2023-08-08 02:22:50 UTC | #1

    Hi All,

    Is there an API that we can use to search existing callbacks by phone number/CLI?

    Use Case: customer calls the IVR and there is a long wait in the queue, before offering a callback, we need to check if the number/CLI already had a callback scheduled.

    TIA

    Liezl

    Charaf | 2023-08-08 11:08:29 UTC | #2

    Hi @Liezl_Tamunday,

    In order to retrieve information about scheduled/waiting callbacks, you can use the API endpoint:

    POST /api/v2/analytics/conversations/details/query

    For testing purposes, I used the Analytics Query Builder and below you will find the JSON body that must be included in the API request:

    {
 "interval": "2023-08-07T22:00:00.000Z/2023-08-08T22:00:00.000Z",
 "order": "asc",
 "orderBy": "conversationStart",
 "paging": {
  "pageSize": 25,
  "pageNumber": 1
 },
 "segmentFilters": [
  {
   "type": "or",
   "clauses": [
    {
     "type": "and",
     "predicates": [
      {
       "type": "dimension",
       "dimension": "mediaType",
       "operator": "matches",
       "value": "callback"
      },
      {
       "type": "dimension",
       "dimension": "segmentEnd",
       "operator": "notExists",
       "value": null
      },
      {
       "type": "dimension",
       "dimension": "callbackNumber",
       "operator": "matches",
       "value": "ANI"
      }
     ]
    }
   ]
  }
 ]
}

    Make sure to include these filters:

    • mediaType: this filter serves to include callbacks.
    • segmentEnd: this filter includes only callbacks that are not ended (still waiting in the queue).
    • callbackNumber: customer's ANI.

    Feel free to make some tests directly whithin the dev tools. Once you are good, you can create a Data Action to be consumed in your Architect call flows.

    Hope that helps!

    Charaf

    Liezl_Tamunday | 2023-08-22 10:13:33 UTC | #3

    Thank you Charaf, this works perfectly!

    Charaf | 2023-08-22 11:08:51 UTC | #4

    Hi @Liezl_Tamunday,

    I am glad that helped :slight_smile: Feel free to mark it as solved.

    Charaf

    system | 2023-09-22 11:09:45 UTC | #5

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 21369



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