creating a callback

[David_Ramos]

Hi, I am creating a callback and I create it with the api/api/v2/conversations/{conversationId}/participants/{participantId}/callbacks, and I send it the following parameters:

{
"scriptId": "",
"queueId": "xxxxxxxx",
"routingData": {
"queueId": "",
"languageId": "xxxxxxx",
"priority": 0,
"skillIds": [],
"preferredAgentIds": ["12345678-1234-123c-aeb1-533c12345678"],
"scoredAgents": [
{
"agent": {
"id": "",
"selfUri": ""
},
"score": 0
}
]
},
"callbackUserName": "Client",
"callbackNumbers": ["123456789"],
"callbackScheduledTime": "2021-07-20T12:16:00.000Z",
"countryCode": "ES",
"validateCallbackNumbers": true,
"data": {"notes":"test"},
"callerId": "",
"callerIdName": ""
}

The problem is that it does not repeat the preferredAgentIds, the calls go out to any agent that is available, it does not respect the 900 seconds for the call to be received by the agent that I indicated, it seems that it only works when the agent is in queue.

Can someone help me solve this problem?
The queue has already been set to Standard and Preferred Agent, but none of this seems to work well.

[tim.smith]

If the request is successful and you believe the system is not honoring the specified routing request, please open a case with Genesys Cloud Care to investigate the routing behavior; we do not have access to that sort of information via the forum.