Searching Existing Callbacks

The IVR Studio business function Searching Existing Callbacks allows you to create an IVR that informs a caller they have a callback pending, thus avoiding duplicate callbacks that result from a caller not realizing they already have a pending request.

If a previous callback is pending, the system will NOT delete that callback, nor will it replace with any new requests for a callback. In addition, the caller will NOT lose their place in the queue.

Any new requests for a callback will NOT be appended to existing requests. Similarly, callers will NOT be restricted from making new callback requests.

You can find the Searching Existing Callbacks business function under the All or Standard categories of IVR Studio, for all account types.

Open

How to use Searching Existing Callbacks

The IVR designer can place the business function before a queue selection. The system will automatically search all queues.

• A caller opts for a callback

• The caller enters their ANI

• Before the callback is registered, the system searches to see whether the ANI is Found or Not found

  • If the callback is found (ANI = Found), the IVR designer can choose an alternate call path for the customer (e.g., Play a Prompt, Direct to Another Queue)

Searching Existing Callbacks Properties

Open

• Name: Enter a name for this business function. Use a descriptive name that describes what will trigger this in your application.

• Source: Indicate how the business function will consume the data provided.
  
  

   

  • Literal: Lets you enter a phone number in the New Value property

  • Variable: Lets you enter a variable name that has a phone number in the New Value property

  • Environment > Current Call > ANI: Lets you select an ANI (digits ONLY). The New Value property appears hidden.
    
    

     

  • Environment > Current Call > +ANI: Lets you select an ANI (full ANI). The New Value property appears hidden.
    
    

     

• New Value: Enter a literal value, a variable name, or a complex expression as described in the point above

• Variable Name: Enter the name of the variable that will store the results of the search executed by the business function

Searching Existing Callbacks Outputs

This business function does not have any restrictions with regards to what it can connect to or from. It provides two different outputs:

• Found: The search successfully found one record, which is the first registered callback.

• Not Found: The search did not find any records

Searching Existing Callbacks Search Algorithms

This business function contains two types of search algorithms:

• Search all records: If you use this business function before selecting a queue, the search will look for the first registered record regardless of queue.

• Search by queue: If you use this business function after selecting a queue, the search will look for the first registered record of callbacks within the selected queue.

Regardless of which algorithm you use, if a record is found, Searching Existing Callbacks will return the result using the folloiwng format:

(QueueId = AN ID, QueuingDateUTC = A DATE IN UTC)

where:

• QueueId: the ID of the queue in which the callback was registered

• QueuingDateUTC: The UTC date when the callback was registered

• Example: QueueId = 1234, QueuingDateUTC = 8/31/2022 2:23:14 PM