Courtesy Callback

[nstankovic]

Hi guys,

Our client has a request to have possibility to cancel queued callback call if customer has allready talked to the agent. Is it possible somehow?

Thanks in advance.

Nikola

[Igor Filatov]

Hi. It is an interesting question. Can you confirm (or comment) scenario below?

Scenario:

1) Customer called from his ext -> queue A -> Courtesy callback for queue A.

2) Customer called from same ext and came to another queue -> queue B -> Call was answered.

3) Now you want to remove call from queue A based on customers ext.

[nstankovic]

Hi Igor,

Thanks for your response.
Yes, that could be one scenario.

For example, another scenario is when supervisor wants for some reason to cancel pending callback using web admin tool (it is not necessary to be Finesse application).

Basically we need a way to cancel pending callback somehow.

Nikola

[bill.king1]

This may be a simplistic answer, but if you're thinking you're going to have some other web service or source of the numbers you don't want to call back, couldn't you just do a lookup of those numbers right before you hit the Do Callback node in the CallbackWait script (or even after GetStatus)?

So if you get a match (you don't want to do the callback on phone number 555-555-5555), you return the call to UCCE and release the call and maybe set a special call type to offset this one that was spiked?

[Igor Filatov]

Hi Nikola.

In ICM you have Cancel Queuing node.

So that's right, you can check in your custom CVP application if the call with the same ANI was already answered in last let's say 10 minutes and do not make a callback.