Avoiding duplicate callbacks

[SajidAbbasMalek]

Hello,

In case of outage/emergency, we route all our calls to an emergency flow and there, after playing a prompt, we create callback on a separate emergency queue.

Whenever an agents becomes available in that emergency queue, he/she gets the preview of the callback and the process goes on....

The problem is -

if the customer called more than once during that emergency/outage hours then a callback is created every time he/she has called. This creates duplicate or redundant callbacks in the queue.

Is there any way to make sure duplicate or multiple callbacks are not created in the first place?

Regards,

[MelissaBailey]

Before offering the callback, you could use a PureCloud data action to query the queue to see if there's already a callback for the caller's phone number.

[SajidAbbasMalek]

Thank you @MelissaBailey,

Could you please help me with an example on how to query a queue to see if there is a callback for this phone number?

I was looking the API and found out below endpoints but I don't think any of them corresponds to a queue.

[MelissaBailey]

I used the api/v2/analytics/conversations/details/query endpoint with this body. You will need to insert the correct queueId, caller's ani, and modify the interval for the current date.

Blockquote
{
"interval": "2019-09-05T04:00:00.000Z/2019-09-06T04:00:00.000Z",
"order": "asc",
"orderBy": "conversationStart",
"paging": {
"pageSize": 25,
"pageNumber": 1
},
"segmentFilters": [{
"type": "or",
"clauses": [{
"type": "and",
"predicates": [{
"type": "dimension",
"dimension": "ani",
"operator": "matches",
"value": "insertAniHere"
}]
},
{
"type": "and",
"predicates": [{
"type": "dimension",
"dimension": "mediaType",
"operator": "matches",
"value": "callback"
},
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": "insertQueueIdHere"
}
]
}
]
}],
"conversationFilters": [{
"type": "and",
"predicates": [{
"type": "dimension",
"dimension": "conversationEnd",
"operator": "notExists"
}]
}]
}