i have call back script and call back goes to only one csq not routed by incoming csq example call came from IT-EN-CSQ and accepted offering call back  call back goes to callback csq which has another agents not assigned to IT-EN-CSQi need call back ...

my current situation is after ring no answer agent state become ready i need to do script in select resources after ring no answer it never direct to next available agent but goes to call back menu other question i need call back menu to same calling...

i need to call back same calling number directly  i don't need to ask customer to enter call back number 

i need API to get al end user details to integrate with 3rd party application 

i need to delete parameter from report definition cuic