Issue Queuing Calls Using Genesys Cloud API

Platform API
1

Hello Genesys Community,

I'm facing an issue with the Genesys Cloud API when attempting to queue calls (Outbound calling). Despite configuring the API request to queue calls, they are starting immediately instead.

Key Details:

  • API Endpoint: POST api/v2/conversations/calls

  • Parameters Used: "callFromQueueId": "myQueueId", "phoneNumber": "123456",

  • Expected Behavior: The call be queued in myQueue e.g. support.

  • Observed Behavior: The call will be started immediately on behalf of the queue.

I've checked the queue configuration, set the evaluation method to "Disregard Skills, Next Agent," and tested various parameters without success.

Any insights or guidance from the community would be appreciated. Has anyone encountered a similar issue?

Thank you for your help.

2

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