The POST /api/v2/conversations/callbacks endpoint requires one of two parameters to determine routing: queueId or routingData. The queueId parameter is used for simple, direct-to-queue routing where the callback is placed into the specified ACD queue. In contrast, routingData is an object that allows for more complex routing configurations. It can specify not only a target queue but also additional attributes like required skills, language, priority, or even preferred agents. This data is typically processed by an In-queue Call Flow in Architect to make more sophisticated routing decisions.

A. The callbackScheduledTime is a top-level parameter in the API request body and is independent of whether queueId or routingData is used for routing.

B. The callbackNumbers parameter, which is a list of phone numbers, is a required top-level field in the API call and is not contingent on using queueId.

D. This option incorrectly reverses the functions. queueId provides a simple, direct routing target, while the routingData object is designed to carry more complex data for advanced routing logic.

1. Genesys Cloud Developer Center, API Explorer, POST /api/v2/conversations/callbacks: The official API documentation for creating a callback.

Section: Body parameter descriptions for CreateCallbackOnConversationCommand.

Details: It defines queueId as "The queue ID to route the callback to" and routingData as "The routing data to be used for routing the callback," noting that one of the two is required. This establishes their distinct roles in the routing process.

2. Genesys Cloud Developer Center, "Create a callback" Tutorial: This guide provides a practical explanation of how to use the API.

Section: "Route the callback"

Details: The document explicitly states: "To route the callback to a specific queue, specify the queueId... To use more advanced routing, such as routing based on skills or language, specify the routingData object. The routingData object contains a routingAddress (the queue) and can also contain scoredAgents to specify a preferred agent, skills to specify required skills, and priority." This directly confirms that queueId is for basic routing and routingData is for advanced settings.