Queue configuration for agent-owned callback created through API

[Irina]

Hi,
I created agent-owned callback through the API:
/api/v2/conversations/${input.CONVERSATION_ID}/participants/${input.CUSTOMER_PARTICIPANT_ID}/callbacks
with preferred agent and the AGENT_OWNED_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]

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]

Hi Tim,
thank you for your answer.

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

[tim.smith]

@Irina

Can you please confirm that AGENT_OWNED_CALLBACK flag can be used with the callback in an existing conversation API (/api/v2/conversations/${input.CONVERSATION_ID}/participants/${input.CUSTOMER_PARTICIPANT_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