We have one department who use callback and are finding that customers are opting for a callback and then ringing in again before they actually get the callback. This means that the system then wants to call them again on the callback.
We’re wondering if it’s possible to cancel the callback request if the customer has called and therefore no longer requires the callback.
Hi @CathyS yes it is. But you can only do so from the CallBack area of the system.
On the Queue in question, you cal click the down arrow and you will see, offline and scheduled calls that you can view.
Select the one you want, and then click the delete button next to the number you want to delete.
Of course, this does require a customer to tell you that they have a CallBack waiting, as you wouldn’t know otherwise. - Be a handy idea that should you want to add it to the ideas portal 
