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  • 1.  Callback Take Ownership button is missing

    Posted 06-16-2025 17:09
    No replies, thread closed.

    I have an inbound queue that is set up exactly the same as others but when utilizing the callback feature, the take ownership button is missing. We have double checked that there is at least one agent in the queue as well as the "allow agents to take ownership" button is enabled. Appreciate any help!


    #Unsure/Other

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    Kyle Bertram
    not uploaded
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  • 2.  RE: Callback Take Ownership button is missing
    Best Answer

    Posted 06-17-2025 16:32
    No replies, thread closed.

    Hello Kyle,

    Can you verify that the routing rule for that queue? According to this Resource Center article:

    For agent-owned callbacks to take effect, there must be at least one Preferred Agent Routing rule set on the queue.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Callback Take Ownership button is missing

    Posted 06-17-2025 16:40
    No replies, thread closed.

     

    Thanks,

    Kyle

     

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