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Hi, 

I'm having a challenge creating an "Agent Owned" callback within an agent script.

Since it's not possible to mark a callback as "Agent Owned" using the standard Scripter.Schedule Callback function in Customer Actions, I created a Data Action that uses the API endpoint:

/api/v2/conversations/{conversationId}/participants/{agentParticipantId}/callbacks

and included the following:

"routingData": {
  "routingFlags": [
    "AGENT_OWNED_CALLBACK"
  ],
  "preferredAgentIds": [
    "XXXXXXXX-65a1-4c14-8134-1c51a323eb1a"
  ]
}

At first glance, the callback is created correctly with the agent set as "Agent Owner." However, once the callback is created, the script stops delivering additional outbound calls to the agent. The agent has to toggle off and back on queue in order to receive new call offers.

Does anyone have a solution or best practice for creating an "Agent Owned" callback within a script without affecting call delivery to the agent?

Thank you in advance for your help - I look forward to your feedback.

KInd regards. 

Torben