Missing Settings in Routing Queue – Callback Section for Customer First Selection In CX-as-Code

Platform API CX as Code
1

In the CX-as-Code Routing-Queues resource schema, we are unable to find the necessary settings for configuring the Callback Section for Customer First Selection.

Currently, when we set enable_agent_owned_callbacks = true in CX-as-Code, it automatically enables Customer First. However, there are no available parameters to configure Live Voice Handling and Answering Machine Behaviors etc. via CX-as-Code.

The only available settings under agent_owned_routing are:

  1. enable_agent_owned_callbacks (Boolean) – Enables Agent-Owned Callbacks.
  2. max_owned_callback_delay_hours (Number) – Specifies the maximum owned callback delay (must be ≥ 7 hours).
  3. max_owned_callback_hours (Number) – Specifies the maximum owned callback duration (must be ≥ 7 hours).

Could you confirm if it is possible to configure via CX-as-Code? If not, do you recommend any alternative approach to achieve this?

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Hi Jitesh,

More than likely the team that owns the routing service forgot to add the attributes to the CX as Code resource. I will ask the DEVTOOLING to get a ticket created and added to the backlog. I can give an ETA on this, but in the meantime you could execute a Python script post deploy to call our endpoint directly to set the volumes

Thanks,
John Carnell
Director, Developer Engagement

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We are exploring gc tool and some scritping for this, Would be helpful if you provide any examples ??

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