Thanks.
Yes it does not work with consult transfer.
Hopefully the solution I have presented now is approved and we can implement in production.
Regards
Original Message:
Sent: 05-16-2023 07:46
From: Christoph Domaschke
Subject: No call recording for manual calls
Hi @Vineet Kakroo , as far as I know, there is no way to play an audio for the customer and the agent. I tried to work with consult transfers, but it was not working.
Regards
Christoph
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Christoph Domaschke
CRONBANK AG
Original Message:
Sent: 05-16-2023 05:13
From: Vineet Kakroo
Subject: No call recording for manual calls
Thanks @Christoph Domaschke
Our original requirement from business is that when the agent initiates consent with customer, they should both be able to listen to the consent message and the agent can help the customer if they have any questions while answering the consent options. With this solution, we can't do it, so wanted to check if there was a way that this could happen.
Regards
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Vineet Kakroo
FIL Fund Services (Bermuda) Limited
Original Message:
Sent: 05-16-2023 04:57
From: Christoph Domaschke
Subject: No call recording for manual calls
Hi @Vineet Kakroo ,
Then our solutions are very alike.
1.: Yes, my agents have to wait until the call comes back. That is the reason why the agents are asking for the consent and the flow only plays a short prompt.
2. We are not using monitoring by supervisors.
3. I am not shure, if I understood your question correctly. We are asking in the live call for the consent of the caller.
Best regards
Christoph
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Christoph Domaschke
CRONBANK AG
Original Message:
Sent: 05-16-2023 04:28
From: Vineet Kakroo
Subject: No call recording for manual calls
Hi @Christoph Domaschke thanks for your reply. It is helpful. Before you had replied, I used your initial thought-process to build a solution which was blind-transferring the call to an external number registered with our ORG and then the call came back into a flow from where it was transferred to the agent. I saved the initial agent details in participant-data with the call and I retrieve it in the flow which the call comes back into. With your reply today, I now used the flow@localhost instead of calling an external number, which works even better.
I still have a few questions, hope you can help answer them.
- when the agent initiates the blind transfer, the original call ends on agent screen and they get a wrap-up option (if set) and then theny wait until the call comes back to them. Is this how your agent behaviour is too ?
- have you had any issues where such outbound calls, once they come back to the agent, are monitored by supervisors, like listening-in while agent & customer talk
- with this solution we are no longer able to help customers with the consenting process while agent & customer are on the call together. Is there anything you figured out if we can do it with this solution ?
Regards
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Vineet Kakroo
FIL Fund Services (Bermuda) Limited
Original Message:
Sent: 05-15-2023 10:01
From: Christoph Domaschke
Subject: No call recording for manual calls
Hello Vineet,
I'm not sure if my solution is still needed? I'll sketch first and be happy to provide more details on request:
1. i wrote a data action that gets the participant ID of the participant [0] (GET /api/v2/conversations/calls/${input.conversionID}).
2. i have written a second Data Action that writes the script variable {{Scripter.Agent ID}} into the Participant Data of Participant [0] (PATCH /api/v2/conversations/calls/${input.interactionID}/participants/${input.participantID}/attributes)
3. i wrote a third data action which reads exactly this agent ID from the participant data of participant [0] again.
I have written a flow that reads the agent ID with data action 3 and connects back to it after the customer has agreed to the recording. (screenshot to be uploaded)
5. the button "Start recording" executes a custom action in the script, which executes 1. and 2. then connects to the flow (blind transfer to flowname@localhost).
Please note, that the proivded screenshot is a flow WITHOUT a voice menue asking for consent, because our process leaves that point up to the agent. This flow only plays a prompt, that the call now will be recorded.
I hope this helps.
Best regards
Christoph
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Christoph Domaschke
CRONBANK AG
Original Message:
Sent: 05-10-2023 07:25
From: Vineet Kakroo
Subject: No call recording for manual calls
Hi @Christoph Domaschke , it really good that you figured out how to do it. It would be really appreciated if you can update more information about this and how to implement. I am most interested in how the call is then sent back to the agent.
Regards
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Vineet Kakroo
FIL Fund Services (Bermuda) Limited
Original Message:
Sent: 04-17-2023 06:34
From: Christoph Domaschke
Subject: No call recording for manual calls
I figured out a workaround for outbound calls. My agents transfer the outbound call to an inbound flow that does the consent-thing and then reconnects to the agent starting the transfer. Its a complicate solution and defninetly not intended by Genesys.
This solution only works with after call work being activated. Only this guarantees, that the agent is aviable for reconnection.
If you are still interested in this solution I will provide a more detailed information.
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Christoph Domaschke
CRONBANK AG
Original Message:
Sent: 05-13-2020 03:11
From: Ragheb Gmira
Subject: No call recording for manual calls
Hello,
No call recording for manual calls, knowing that agents select a queue during a manual call.
knowing that the option "Consent Required "is checked in Trunk media and I Activited a Policy to record 95% of inbound/outbound calls minimum.
call recording works for inbound and outbound campaign calls but not for manual calls.
Did you have this problem ?
Thanks
#Outbound
#Telephony
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Ragheb Gmira
Almavia
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