Check for Existing Callback V2

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Genesys Engage cloud for Administrators.

This block checks to see if an existing callback already exists for a caller's phone number in the specified virtual queue.

Important

This check is performed separately for each virtual queue. Keep in mind that if a caller is using different virtual queues, they could potentially book multiple callbacks with the same phone number.

Inputs tab

Provide the Virtual Queue and Phone Number that are to be checked for existing callbacks.

Example

Results tab

If an existing callback with the same phone number is found in the same virtual queue, the Callback Service ID associated with the existing callback is returned, along with additional information such as the request date, request time, and so on.

You can use this tab to store this information in variables.

Example