Can the StopContact method be made to allow stopping a contact with "Callback" initiationMethod

Hi ippei_N, Thanks for your reply. Our contact centre already has a very similar solution in place to prevent duplicate callbacks. This is not the issue i am trying to resolve.

My question relates to customers who already have queued callbacks in place, calling through on a higher priority queue in order to circumvent waiting for their callback.

Now i understand there is no way to implement a solution to stop this behaviour from our customers... but once they have called a high priority queue and spoken with an agent, their callback remains in the lower priorirty queue increasing volume and wait time unnecessarily, as they generally have had their issues resolved on the higher priority line.

@Vito Hi Viro. Sorry for my late response.

There is no way to remove a call from the callback queue. As an idea to remedy the problem, how about the following?

The callback first receives an incoming call to the agent and then outbound whisper flow. Create a DynamoDB table that records the customer's phone number and the time of the last callback, and check that table in the agent's custom CCP onIncoiming event or in the outbound whisperflow Lambda function call. If the last callback timestamp is recent, add a process to disconnect the call.

I hope this helps you.