QUERYCALLBACK

Checks for duplicate queued callback Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. contacts that have the same phone number and ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. combination.

Dependencies

• A contact must match both the phone number and ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to be considered a match. This prevents the mistakenly matching a call that is in a different queue.
• This action works in conjunction with the Contacttakeover and Callback actions. See Contacttakeover for a script sample.

Supported Script Types

Phone

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Phone Number	The phone number the action searches for in the Callback state in queue. The default value is {ANI (automatic number identification) Also known as caller ID. Listed phone number of an incoming voice call.}.
Skill	Select the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. you want contacts routed to. If you select Default, the script uses the default skill assigned to the associated point of contact The entry point that an inbound contact uses to initiate an interaction, such as a phone number or email address.. Variable substitution is commonly used for this property.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
CallbacksFound	Path taken if there were any matching callback contacts found.
NoCallbacksFound	Path taken if there were not any matching callback contacts found.