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Old 07-18-2019, 12:34 PM
wallace14 wallace14 is offline
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Default Callback Assist Agent First Configuration: Unable To Cancel Existing Callback

I am having an issue with Callback Assist (4.7.1.0-GA) in an Agent First Delivery Strategy. When a customer calls the system and goes through the CBA offering and creates a callback request, if they call back into the system before the callback has been delivered they are given the option to cancel the existing callback or continue to wait for the callback to be delivered. If the customer chooses to cancel the existing callback, they are placed into queue but as soon as an agent becomes available they receive the original callback that was supposedly cancelled. So my question is, is this normal behavior in an Agent First Delivery Strategy (possibly something to do with the "Phantom Call") or is this a bug?
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