Genesys Cloud CX

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  • 1.  Modifying prompts without having to re-publish the Inbound Call Flow

    NEW MEMBER
    Posted 05-17-2022 12:55
    I am trying to configure the call flow to play an Emergency Message, if the Emergency Group is activated.  I want to give the Supervisors the ability to just access User Prompts and not the Call Flow (to prevent the possibility of someone making a change that could impact the routing).

    I was informed that I could use "FindUserPrompt()" function to perform this.  I have configured the "Evaluate Schedule" to see if the message is activated and then have the Find User Prompt function next.  I configured [Find User Prompt >>User Prompt Name [configured FindUserPrompt ("Emergency_NA"), but am unsure of what needs to be in the User Prompt Result field.

    After this, it is my assumption that a Play Audio command is needed to actually play the prompt.

    I am very new to this and just unfamiliar enough with the call flow scripts.  We have a Lab setup so I am not impacting my production system.  Can anyone point me in the right direction?
    #ArchitectureandDesign

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    John Anaya
    Amdocs Management Limited
    UC - Voice/Video Team Lead NA
    john.anaya@amdocs.com
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  • 2.  RE: Modifying prompts without having to re-publish the Inbound Call Flow

    GENESYS
    Posted 05-17-2022 13:09
    The result field is where you decide what variable to use to save prompt that was found.  So just name it something like Task.emergencyPrompt.  Then use a play audio to play that prompt.  Also decide what to do if for some reason the user prompt could not be found, i.e. play some sort of default error message





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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Modifying prompts without having to re-publish the Inbound Call Flow

    NEW MEMBER
    Posted 05-17-2022 15:16
    Thanks so much.  This is exactly what I needed.

    For all those coming after and viewing this.  I set the Play Audio block as a Data sequence, set to the Task listed in the Find User Prompt block.  In this case "Task.emergencyPrompt".

    One thing to note - the change of the audio file, via the User Prompt section is not immediately changed when you save the new recording (either audio file, or text-to-speech).  It takes about 60 seconds to update. Don't check this immediately after saving the User Prompt.  Give it a minute.

    Melissa - Again.  Thanks for the help.

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    John Anaya
    Amdocs Management Limited
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