Nathan_Tossens | 2019-06-24 12:42:51 UTC | #1
Dears,
I encouter a problem using the Create Call Back API.
When creating a diret callback without call back schedule time and specifying one preferredAgentIds (see request):
{ "routingData": { "queueId": "xxxxx", "languageId": "French Speaking", "priority": 0, "skillIds": [], "preferredAgentIds": ["xxxxx"] }, "callbackUserName": "xxxxx", "callbackNumbers": ["xxxxxx"], "callbackScheduledTime": "", "countryCode": "BE", "validateCallbackNumbers": true, "data": {"notes": "ready to close the deal!"} } The call back does appear to the correct agent. The problem I'm facing is that if the agent receive the callback alert doesn't answer it, then goes off queue and then back on queue the callback goes in the interactions but not assigned to anyone and we have to manually disconnect the interaction otherwise it stays there stuck.
Even agents in the same queue don't receives it. Is it a normal behaviour, any idea on how can we solve this issue?
Thanks in advance for your help. Kind regards
tim.smith | 2019-06-24 16:39:14 UTC | #2
Questions and issues about base product functionality, such as how conversations are routed, are best suited for the PureCloud Community Forum or opening a case with PureCloud Care.
system | 2019-07-25 16:39:16 UTC | #3
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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