Hello John,
As per my thinking you can achieve this via two ways.
1) In your Inbound Flow you can do a SetParticipant like FromFlow="xxxx"
Now in your inqueue flow you can do a GetParticpant FromFlow=Task.FromFlow.
Now you can put a decision in the inqueue flow like if Task.FromFlow="xxxx" then go to normal in-queue routing, if false you can do a transfer flow to the Inbound flow,
In that way your Inbound Flow will be invoked and you can get the menu options...
2) When someone is transferring to the queue give them the some internal numbers and tag those numbers to the Inbound flow and ask them to transfer via those numbers instead of the queue's.
But you cant always trust how someone would transfer so its safer to go via option 1
Thanks,
Sid
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Siddhartha Chopdar
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Original Message:
Sent: 02-26-2025 17:09
From: John Francis
Subject: Dialing Internally through the Queue
I have a call flow designed for skill-based routing. This menu option is in the Inbound Call Flow. When users dial into a number from outside, the call gets routed to this Inbound Call Flow and then directed to the appropriate skill-based queues.
Currently, in the Queue, under voice, I only have the In-Queue flow available, and I cannot set this to go to Inbound Call Flow. Therefore, I can't access the menu option designed in the Inbound Call Flow. How would I send a user to that menu option's queue in the Inbound Call Flow when they are dialing through the queue? or should I have to create a new In-queue call flow with those menu options? How does that work?
I am adding more information here as I found out that if you MENU option in your Inbound-Call flow then that option is not available in In-Queue call flow. So, if the users want to get from internal queue to these menu options which is in the Inbound-bound call flow then they won't be able to. But the agents when dialing through the queue need to go to the Inbound call flow to get to the Menu Options.
The reason you don't see the Menu option in the toolbox for in-queue call flows is that in-queue flows are designed differently from inbound call flows. In-queue flows focus on managing the caller's experience while they wait in the queue, such as playing hold music, providing estimated wait times, or giving additional information about the company
In-queue flows use a more streamlined set of actions to ensure a smooth and efficient experience for callers. This means some features available in inbound call flows, like menus, are not included in in-queue flows
Instead, in-queue flows rely on actions like playing prompts, transferring calls, and handling errors to manage the caller's experience
If you need to provide menu options to callers, you would typically do this in the inbound call flow before they enter the queue. Once they are in the queue, the focus shifts to managing their wait time and providing relevant information.
#ArchitectureandDesign
#Routing(ACD/IVR)
#SystemAdministration
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John Francis
NA
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