[arethuza]

Is that to restart the call to the same person or a case id that gives details of your request and that could be passed to anyone?

[orwin]

Didn't use it, it was fixed, so I don't have more details, sorry.

[embedding-shape]

Can literally be a "Desk ID" basically, so using that would reach the phone next to the agent. Used to work both with outgoing cold calls and incoming customer support, had a setup that worked like that for the latter.