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  • 1.  Call.PositionInQueue not updated when postion change

    Posted 01-14-2026 06:40
    No replies, thread closed.

    Hi,

    I want use the position in queue to play a specific prompt with the position.

    I use the value Call.PositionInQueue. But when the position change in the queue, the value Call.PositionInQueue is not updated.

    Is it normal? How can I update this value when the change.

    It's the same issue when I use the step "play Postion in Queue".

    Thanks in advance for your help


    #Routing(ACD/IVR)

    ------------------------------
    Romuald Goux
    Delivery Engineer
    ------------------------------


  • 2.  RE: Call.PositionInQueue not updated when postion change

    Posted 01-14-2026 07:58
    No replies, thread closed.

    Hello Romuald, 

    What your experiencing is actually expected behavior. 

    The call.positioninqueue value is not dynamically updated in real-time within a flow. Once set the number of this variable only potentially decreases for a particular flow, it never increases, even when the real value increases. This behavior applies to both the call.positioninqueue variable and the play position in queue step.

    If you need to provide an updated position you could make a loop in your flow that periodically checks the position. Or use a transfer to ACD action to restart the flow and get an updated position. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Call.PositionInQueue not updated when postion change
    Best Answer

    Posted 01-15-2026 03:30
    No replies, thread closed.

    Hi Romuald,

    We use "Call.PositionInQueue" in a lot of our in-queue flows and it works fine for us. It is a decreasing value for a particular conversation and will be different for every conversation. Our in-queue flows do not have any loop as the in-queue flow defaults to a loop anyway once it reaches the end step, it starts from top again and updates the value of "Call.PositionInQueue" if it has changed.
    What specific issue are you facing ?

    Regards



    ------------------------------
    Vineet Kakroo
    Senior Technical Consultant
    ------------------------------



  • 4.  RE: Call.PositionInQueue not updated when postion change

    Posted 01-15-2026 10:11
    No replies, thread closed.

    Hi Vineet,

    I confirm. I found this method yesterday. I deleted the loop.

    Thanks for your help.

    Regards



    ------------------------------
    Romuald Goux
    Delivery Engineer
    ------------------------------

    Original Message


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