Hi Community,
I have a problem with Agent Owned Callback; I have configured the Agent Owned Callback on a Queue (with Preferred Agent as Routing Method) but a CMB didn't remain in waiting for the selected user but It was routed to another agent
Under the API reference:
{
"participantId": "224a4b26-1190-4808-bf74-dd20d9c34485",
"purpose": "acd",
"sessions": [
{
"agentOwned": true,
"callbackNumbers": [
"+XXXXXXXX"
],
"callbackScheduledTime": "2023-11-22T13:00:00Z",
"callbackUserName": "customer",
"destinationAddresses": [
"sip:xxxxxmarilena%40xxxx.it@localhost"
],
"direction": "outbound",
"flowInType": "agent",
"mediaType": "callback",
"outboundCampaignId": "93702fa2-7310-46b7-ac01-e516176c1000",
"outboundContactId": "00v3Y000036zaXZQAY",
"outboundContactListId": "5258c1e4-548c-4893-99eb-231b6e3cec57",
"peerId": "adc11d01-1210-43df-8ecf-bb54eae277a7",
"provider": "PureCloud Callback",
"remote": "Customer",
"requestedRoutings": [
"Standard"
],
"scriptId": "67178c0e-0c85-4bdb-9cfe-f56c8821d141",
"selectedAgentId": "2b337c13-9f1f-4240-8274-fc99d16e705a",
"sessionId": "8ba196aa-9e77-4d0c-93db-42b2a7605791",
"timeoutSeconds": 0,
"metrics": [
{
"emitDate": "2023-11-22T13:00:00.547Z",
"name": "nOffered",
"value": 1
},
{
"emitDate": "2023-11-22T13:01:21.453Z",
"name": "tAcd",
"value": 80906
}
],
"segments": [
{
"conference": false,
"queueId": "3ea1e34c-f0d6-4743-9d2c-16eb798ba076",
"segmentEnd": "2023-11-22T13:00:00.547Z",
"segmentStart": "2023-11-21T13:15:51.486Z",
"segmentType": "scheduled",
"scoredAgents": [
{
"agentScore": 100,
"scoredAgentId": "5f769740-7662-46f9-82f8-3c771c222db0"
}
]
},
{
"conference": false,
"disconnectType": "transfer",
"queueId": "3ea1e34c-f0d6-4743-9d2c-16eb798ba076",
"segmentEnd": "2023-11-22T13:01:21.453Z",
"segmentStart": "2023-11-22T13:00:00.547Z",
"segmentType": "interact",
"scoredAgents": [
{
"agentScore": 100,
"scoredAgentId": "5f769740-7662-46f9-82f8-3c771c222db0"
}
]
}
]
}
]
}
#Routing(ACD/IVR)------------------------------
Sergio Rota
NTT Data Italia S.p.A.
------------------------------