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Webcallbacks get created, but the ACD never routes them

  • 1.  Webcallbacks get created, but the ACD never routes them

    Posted 06-05-2025 18:01

    lehelg | 2017-01-12 21:30:30 UTC | #1

    I'm trying to create a quick demo of Web Callbacks. This is all executed client-side, I don't have a NodeJS server relaying the requests, like the Tutorial. Here is my code:

    function createCallback() {

    var session = purecloud.platform.PureCloudSession({ strategy: 'token', token: 'my token' });

    session.login().then(function() { var callbackData = { "routingData": { "queueId": "cc4b3399-4b27-45b3-9e31-1ff773ce5a1f" }, "scriptId": "2f0762d0-a4c3-11e6-a1d5-4377309bca4f", "callbackUserName": "Tutorial Callback", "callbackNumbers": [ "3172222222" ], "data":{ "customDataAttribute": "custom value" } }

    var conversationApi = new purecloud.platform.ConversationsApi(session); conversationApi.postCallbacks(callbackData).then(function(callbackResponseData) { console.log("Callback Created"); console.log(callbackResponseData); }) .catch(function(error) { console.log(error); }); });

    It seems to work somewhat, because the Callback is created (twice), and is sent to the correct queue, however the ACD never picks up to assign to a user.

    Here are the interaction details while in queue:

    { "id": "6b2e12df-9c09-493e-b595-0f56b476e38b", "participants": [ { "id": "0bca0667-3e26-4062-a027-3da269afa2c3", "name": "Tutorial Callback", "startTime": "2017-01-12T21:01:52.960Z", "connectedTime": "2017-01-12T21:01:53.045Z", "purpose": "customer", "state": "connected", "held": false, "wrapupRequired": false, "queue": { "id": "cc4b3399-4b27-45b3-9e31-1ff773ce5a1f", "selfUri": "/api/v2/routing/queues/cc4b3399-4b27-45b3-9e31-1ff773ce5a1f" }, "attributes": { "customDataAttribute": "custom value" }, "script": { "id": "2f0762d0-a4c3-11e6-a1d5-4377309bca4f", "selfUri": "/api/v2/scripts/2f0762d0-a4c3-11e6-a1d5-4377309bca4f" }, "provider": "PureCloud Callback", "callbackNumbers": [ "+13172222222" ], "callbackUserName": "Tutorial Callback", "skipEnabled": true, "timeoutSeconds": 0 }, { "id": "85eeb718-2a68-4009-a112-e041693ff5b1", "startTime": "2017-01-12T21:01:52.962Z", "connectedTime": "2017-01-12T21:01:53.184Z", "purpose": "acd", "state": "connected", "held": false, "wrapupRequired": false, "queue": { "id": "cc4b3399-4b27-45b3-9e31-1ff773ce5a1f", "selfUri": "/api/v2/routing/queues/cc4b3399-4b27-45b3-9e31-1ff773ce5a1f" }, "attributes": { "customDataAttribute": "custom value" }, "script": { "id": "2f0762d0-a4c3-11e6-a1d5-4377309bca4f", "selfUri": "/api/v2/scripts/2f0762d0-a4c3-11e6-a1d5-4377309bca4f" }, "provider": "PureCloud Callback", "callbackNumbers": [ "+13172222222" ], "callbackUserName": "Tutorial Callback", "skipEnabled": true, "timeoutSeconds": 0 } ], "otherMediaUris": [], "selfUri": "/api/v2/conversations/callbacks/6b2e12df-9c09-493e-b595-0f56b476e38b" }

    Any ideas?

    --Lehel

    lehelg | 2017-01-12 21:40:46 UTC | #2

    Never mind, problem turns out to be between keyboard and chair.

    The call is queued up just fine. I wasn't signed into a station, that's why I was never assigned the Callback.

    RogierBosch | 2017-01-13 09:25:08 UTC | #3

    You are not the first and definitely not the last person which had this problem :)

    system | 2017-08-28 19:29:55 UTC | #4

    This post was migrated from the old Developer Forum.

    ref: 794



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