Genesys Cloud CX

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  • 1.  Play a message prior to an outbound call

    Posted 07-02-2021 16:04
    Hi Genesys Gurus,

    We are in the process of transitioning from Pure Engage to Genesys Cloud. The question came up if we could play a message that indicated calls may be recorded prior to making an outbound call? If so, can this be configured by group or user?

    Thanks for your insight, have a great day!
    #Ask Me Anything (AMA)
    #Outbound

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    Naila Duffy
    AAA Washington
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  • 2.  RE: Play a message prior to an outbound call

    Posted 07-05-2021 16:44
    Not at this point, but a good suggestion for AHA.  Here is a link to one I created:  Ability to play message on outbound calls | Genesys Cloud Ideas Lab (aha.io)

    In the meantime, you can use a script with a button that transfers the caller to a secure flow to play the message and then sends call right back to agent.

    Also, Orchestrator might have this ability.  I'll have to test that.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Play a message prior to an outbound call

    Posted 08-11-2022 23:39

    @Robert Wakefield-Carl  on this requirement to play a message for outbound calls automatically, Is there any enhancement available to play the scripts automatically when agents make outbound calls or return call-back calls?

    or still, ​does the agent have to transfer the call to secure flow manually?



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