We are testing the callbacks on 2016R4 and it appears that callback requests are sent to the end of the queue. What's even worst, it looks like they get the Priority setting reset to minimum value because the calls with default priority of 50 are always in front of the callback placeholder. So the result is that if there is a steady stream of calls the callback is not sent to agent until there are no other interactions in the queue.
My impression was that when the callback interaction is created from the original call then the call parameters (i.e. priority, time in queue, language, etc.) are carried to the callback interaction.
I have observed this behavior in 4.0SU6 and in 2016R4.
Any help on how to deal this issue would be appreciated.
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Krzysztof Lipowski
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