Jul 4, 2022 -- IVR Studio: Search for existing Callbacks

Introducing, A new business function, Existing Callbacks, that will allow you to create an IVR that informs a caller they have a callback pending, and provides them with a choice to continue waiting for the existing callback, or request another.

Highlights

• Currently, callers can request multiple callbacks because they have no way of knowing their existing callback is still pending. The new Existing Callbacks business function will help prevent duplicate callbacks.

• If a caller has a pending callback, the new business function will inform them that a callback request has already been made and it is still pending.

• If the caller chooses to go ahead and request the second callback, the system will NOT delete the previous callback or replace it with the new callback. In addition, the caller WILL retain their callback place in the queue.

• In addition, the new callback will NOT be appended to the previous callback. The caller will also NOT be denied the ability to make multiple callback requests.

• The IVR designer can place the new Existing Callbacks business function at the top of the IVR without making a queue select. The system will automatically search all queues.

• Procedure for searching for callbacks:

  1. The caller opts for a callback

  2. The caller enters their ANI

  3. Before the callback is registered, the system searches to see if the ANI is Found/Not found

     1. If the callback is found, the IVR designer can choose an alternate call path for the caller, e.g., Play a Prompt, Direct to another Queue, etc.

How do I get this feature?

• The new feature will be automatically available for use.

• No intervention is required from a Service Provider.