Same Number Callback Request Changes
Please add logic and verbiage for when a caller has a pending callback request and calls back into the RingCX voice queues from the same ANI. Today, the process does not detect when there is a pending callback request and offer the caller to resume their spot in line. The call is treated like a second contact, and can be misleading when the queue position is read back to the caller. A second callback is allowed to be scheduled, but is then discards the second callback request once the callback request is completed. Please add the following logic to the callback process:
1) Check if the ANI has a pending callback request already.
2) Offer a menu & key press option for the caller to resume their spot in line
3) When the queue position is played back to the caller, utilize the spot the callback request is in
Justin
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