I have implemented HPiQ for a customer however they have asked if the below is possible:

If the customer has requested a callback, what Agentgroup would be allocated?
For example, call received within pathway P411, Payment Support.
To support the pathway, we have overflows which moves the call after 30 seconds (there should be call look back in place so that if an agent becomes available from 461 they take the call as priority)

461 Payment Support
456 Payment Support Overflow
454 Complex Overflow

If the callback is the next one available, would it be allocated to any of the groups above based on next agent available. Our preference would be to limit to the main agent group only of 461.

To summarise:

The customer wants all callback requests to be presented to only the primary agent group for a queue as these agents are best trained to deal with the customers call back request.