Do Callbacks follow in-queue flows?

[AlonsoM]

I have a customer that is using an in-queue flow with a queue to re-direct calls to another queue with a higher priority.
i.e. caller calls a Tier 1 team, the Tier 1 team transfers the call to the "Transfer Queue" which has no agents assigned but an in-queue flow that is a simple 1 step task to Transfer to Flow.

The transfer to flow inbound flow will then perform a transfer to ACD object with 4.5 stars in order to prioritize the call.

In my test this works with calls. However, if we have a callback in the Tier 1 Queue and the callback is picked up and then blind transferred to the Transfer Queue, the callback gets stuck in the Transfer Queue.

Is it a fair statement to say that Callback interactions do not adhere to in-queue flows?

If we transfer the call to its final destination rather than the transfer queue will its priority be affected by the order in which it entered the queue? (i.e. all previous calls and callbacks that were already in the queue will be answered first).

Thank you!

[MelissaBailey]

I assume you mean the callback interaction but the agent has not initiated the actual phone call. In that case the in-queue flow is not used. There's no one on the other side, so who would we play hold music at? As far as I can think there's no way to do a direct queue transfer and set the priority. This idea sounds like what you need, please vote it up if you agree.

[AlonsoM]

Correct, I meant the callback interaction without the agent interacting.
Thank you for confirming the logic and the reference to the idea.

Best regards,

Alonso