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Hi,

is there an API to add an ACD-skill to a scheduled callback? I know that now callbacks can keep the original routing settings like ACD-skills but I´m interested in adding another one to a scheduled callback.

Viele Grüße,

Thomas Repking

Olá @Thomas Repking, saudações do Brasil!

There is currently no supported API to add or modify ACD skills on an already scheduled callback. The routing context (queue, skills, etc.) is defined at the time the callback is created and cannot be updated afterwards.

That said, if we think about a workaround using the available APIs, one possible approach would be to treat the callback as immutable and instead recreate it:

1. Retrieve the existing callback interaction and capture the relevant data (scheduled time, ANI, DNIS, queue, existing skills, etc.).

2. Cancel the original callback.

3. Create a new scheduled callback using the same scheduled time and routing context, but with the additional ACD skill included.

This approach effectively replaces the callback rather than updating it, while preserving the original schedule. However, it comes with trade-offs (reporting continuity, potential side effects, and customer experience considerations) and would need to be handled carefully.

From a platform perspective, the supported and recommended approach remains defining all required routing attributes at callback creation time.

Hi,

is there an API to add an ACD-skill to a scheduled callback? I know that now callbacks can keep the original routing settings like ACD-skills but I´m interested in adding another one to a scheduled callback.

Viele Grüße,

Thomas Repking

Thank you Fernando,

I found a different workaround but will give your idea a try and see what works better for us.

Olá @Thomas Repking, saudações do Brasil!

There is currently no supported API to add or modify ACD skills on an already scheduled callback. The routing context (queue, skills, etc.) is defined at the time the callback is created and cannot be updated afterwards.

That said, if we think about a workaround using the available APIs, one possible approach would be to treat the callback as immutable and instead recreate it:

1. Retrieve the existing callback interaction and capture the relevant data (scheduled time, ANI, DNIS, queue, existing skills, etc.).

2. Cancel the original callback.

3. Create a new scheduled callback using the same scheduled time and routing context, but with the additional ACD skill included.

This approach effectively replaces the callback rather than updating it, while preserving the original schedule. However, it comes with trade-offs (reporting continuity, potential side effects, and customer experience considerations) and would need to be handled carefully.

From a platform perspective, the supported and recommended approach remains defining all required routing attributes at callback creation time.

Hi,

is there an API to add an ACD-skill to a scheduled callback? I know that now callbacks can keep the original routing settings like ACD-skills but I´m interested in adding another one to a scheduled callback.

Viele Grüße,

Thomas Repking