Outbound interaction in-queue flow

[marcoflopes]

Hello everyone,

Is there any way to perform a in-queue flow in an outbound interaction?

I have an in-queue flow that places a variable in the Participant Data and works very well when the interaction is input.

However, when the interaction is outgoing, the queue flow is not performed.

[Jerome.Saint-Marc]

Hello,

I am not totally sure I understand what you mean by outbound interaction.
If you mean an Interaction (call) that would be initiated by a Contact Center Agent, to a customer, on behalf of a queue, then the queue & the in-queue flow are not involved in this scenario.
I mean that the the queue is not added as a participant to this conversation (and therefore the In-Queue flow is not performed). That's the normal (by design) behavior.
The reason for selecting an "on behalf" queue on such outbound calls (made by an agent) is different - to track this conversation as an ACD conversation, to link that conversation to the queue, to leverage the calling party number associated with the queue (configured at queue level) when the call is made to the customer.

To trigger the In-Queue flow, your call must be "waiting" in the queue.
In an "outbound" scenario, the only case I can think of is with an Outbound Campaign (call generated via a Predictive/Progressive/... outbound campaign). The call will be made to the customer, and when answered, the call should go (at some stage) through a queue, where it will be waiting for an agent to become available (and therefore executing the In-Queue flow).

Regards,