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Our Call Flow Overview:

1. Incoming Call to Direct Agent Number
   When a caller dials a direct agent number, the flow uses a Data Table lookup to capture the Agent ID associated with that number.
2. Agent Presence and Status Check
   Using the retrieved Agent ID, the system checks the agent's presence status:
   • If the agent is On-Queue, the flow then checks the routing status.
   • If the routing status is Interacting, it indicates that the direct agent is currently on another call.
3. Callback Offer to the Caller
   In this scenario, the flow routes the call to a reusable task that offers the caller a callback option.
   • If the caller opts for a callback by pressing 1, the system proceeds to create a callback request.
4. Callback Creation via API
   The callback is created using the Genesys Cloud API
   (/api/v2/conversations/callbacks) through a Data Action.
   • The preferred Agent ID is passed in the request body template.
   • The Queue ID is also provided as part of the request to determine where the callback should be placed.
5. Callback Queuing and Handling
   Once created, the callback:
   1. Sits in the specified queue A.
   2. Waits for the direct agent to come back On-Queue
6. Fallback Routing

If the direct agent does not return to the queue within the configured timeout (defined under the Callback tab in the queue settings), the callback should automatically route to Queue B.

Need guidance on point number 6, If the direct agent does not answer the callback within the configured timeout in Queue A, the callback interaction should be routed to Queue B.

Many thanks,

Zeeshan

#Architect

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Rizvi Zeeshan Haider
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Hi Rizvi,

Hi, this looks similar to the scenarios discussed in the below community threads, which may help as references:

• For moving an interaction from a preferred-agent queue to another queue after the wait period, this thread suggests using an In-Queue Flow to transfer the interaction after the required time. The original poster also confirmed that approach worked for them.  

https://community.genesys.com/discussion/how-can-we-transfer-the-call-from-preferred-routing-method-queue-to-another-queue-not-to-another-routing-method

• This thread is also very close to your callback use case, as it discusses preferred agent callback reassignment after timeout.  

https://community.genesys.com/discussion/preferred-agent-callback-reassignment-after-timeout

Based on those discussions, the usual approach would be to let the callback remain in Queue A initially, then use the In-Queue Flow to monitor elapsed wait time and transfer to Queue B once the threshold is reached.  

Hope this helps.

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Phaneendra
Technical Solutions Consultant
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