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Hello Team, 

We currently have the following setup in our environment: 

1. A common module has been developed where a Data Action call is made. The output is parsed and processed within the common module flow, and a Set Screen Pop action is used to display the information to the agent. 
2. This common module is invoked in our inbound call flow, allowing the agent to see relevant data during the call. 

Current Requirement: 
We are exploring ways to use the same common module for manual outbound calls. 

What We Have Explored So Far: 

• Invoking a secure call flow from a script works functionally, but it pauses call recording, which is not suitable. 
• Using triggers to invoke a workflow seemed promising, but workflows do not support Set Screen Pop or Set Participants actions, so we were unable to fully achieve the desired behaviour. 

Observations / Inquiry: 
We would like to understand whether the current approaches we tried are the only way to achieve this requirement, or if there are other recommended approaches within Genesys that allow a common module to be used in manual outbound calls while retaining call recording and screen pop functionality. Alternatively, we want to clarify if this is a limitation of the platform. 

We appreciate any guidance or insights you can provide.

Thanks,

Zeeshan

Unfortunately, the ability to run a Call flow for a manual outbound dial is not a feature of Genesys Cloud. The particular scenario you are talking about does not fit the usual workarounds that you already mention.

There is an Idea that is similar, and would enable what you want...but it does not have many votes https://genesyscloud.ideas.aha.io/ideas/EPAS-I-28

Hello Team, 

We currently have the following setup in our environment: 

1. A common module has been developed where a Data Action call is made. The output is parsed and processed within the common module flow, and a Set Screen Pop action is used to display the information to the agent. 
2. This common module is invoked in our inbound call flow, allowing the agent to see relevant data during the call. 

Current Requirement: 
We are exploring ways to use the same common module for manual outbound calls. 

What We Have Explored So Far: 

• Invoking a secure call flow from a script works functionally, but it pauses call recording, which is not suitable. 
• Using triggers to invoke a workflow seemed promising, but workflows do not support Set Screen Pop or Set Participants actions, so we were unable to fully achieve the desired behaviour. 

Observations / Inquiry: 
We would like to understand whether the current approaches we tried are the only way to achieve this requirement, or if there are other recommended approaches within Genesys that allow a common module to be used in manual outbound calls while retaining call recording and screen pop functionality. Alternatively, we want to clarify if this is a limitation of the platform. 

We appreciate any guidance or insights you can provide.

Thanks,

Zeeshan