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Queue configuration for agent-owned callback created through API

  • 1.  Queue configuration for agent-owned callback created through API

    Posted 06-05-2025 18:27

    Irina | 2023-07-27 11:48:49 UTC | #1

    Hi, I created agent-owned callback through the API: /api/v2/conversations/${input.CONVERSATIONID}/participants/${input.CUSTOMERPARTICIPANTID}/callbacks with preferred agent and the AGENTOWNED_CALLBACK routing flag.

    But I need your help with queue configuration.

    I tried the following with no success: Set on the Callback tab "Allow agents to take ownership" to "On" and "Agents can own a scheduled callback for" = 1 hour, and on the Routing tab choose "Standard routing". The preferred agent (PA) was "available", and another queue member was "idle" (A2). The A2 agent received the callback immediately. (desired behavior: transfer to A2 after one hour). I changed routing method to "Preferred agent routing" with 1 hour timeout. The preferred agent (PA) was "available", and another queue member was "idle" (A2). After one hour the callback disconnected (desired behavior: transfer to A2 after 1 hour)

    Thanks, Irina

    tim.smith | 2023-07-27 13:53:04 UTC | #2

    General setup and configuration questions are better suited for the Genesys Cloud Community Forum. If you need to investigate the details of a specific conversation and why it wasn't assigned as you expected, please open a case with Genesys Cloud Care.

    Irina | 2023-07-27 19:30:40 UTC | #3

    Hi Tim, thank you for your answer.

    Can you please confirm that AGENTOWNEDCALLBACK flag can be used with the callback in an existing conversation API (/api/v2/conversations/${input.CONVERSATIONID}/participants/${input.CUSTOMERPARTICIPANT_ID}/callbacks )?

    tim.smith | 2023-07-27 19:39:10 UTC | #4

    Irina, post:3, topic:21190
    Can you please confirm that AGENTOWNEDCALLBACK flag can be used with the callback in an existing conversation API (/api/v2/conversations/${input.CONVERSATIONID}/participants/${input.CUSTOMERPARTICIPANT_ID}/callbacks )?

    Yes, this is documented. You can also confirm this as well by viewing the request body documentation here: POST /api/v2/conversations/{conversationId}/participants/{participantId}/callbacks

    system | 2023-08-27 19:40:08 UTC | #5

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 21190



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