Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Currently, recording is end-to-end, meaning everything that happens with the call from the beginning, so it would capture any messages that are playing to the caller as well as the conversation.  There will be an option to only turn it on when it connects to the agent, but not in there yet.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Hi Matt,

There is no way to play a prompt while connected to the agent. You could play it before it enters the queue or transfer to a flow and play it, but not while the agent is connected.

The only way I could potentially see you getting around this, is if you developed an app that allowed the agent to click a button have it do a consult transfer to a flow and merge the calls together automatically, so the flow would play the prompt to all parties and then disconnect, ending the consult transfer. The manual version of that would be having the agent consult a flow and manually merge the calls. Neither is really ideal or what you want

Another hack would be some kind of audio source split off from the agents phone/headset that played audio on the agent side. Again, not ideal or supportable.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC
------------------------------

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

There is an Idea you can vote for:

https://purecloud.ideas.aha.io/ideas/CLDIG-I-149

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 03-30-2020 16:45
From: Daniel McLeod
Subject: Play script/disclaimer recording during a call

Hi Matt,

There is no way to play a prompt while connected to the agent. You could play it before it enters the queue or transfer to a flow and play it, but not while the agent is connected.

The only way I could potentially see you getting around this, is if you developed an app that allowed the agent to click a button have it do a consult transfer to a flow and merge the calls together automatically, so the flow would play the prompt to all parties and then disconnect, ending the consult transfer. The manual version of that would be having the agent consult a flow and manually merge the calls. Neither is really ideal or what you want

Another hack would be some kind of audio source split off from the agents phone/headset that played audio on the agent side. Again, not ideal or supportable.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Hi Matt,

A great way of achieving this is through the scripting in Genesys Cloud. What we have done for disclaimer notices is create a button that calls the native Scripter.Consult Transfer action. Sitting behind the consult transfer is a simple flow that has the audio disclaimer that needs to be played to the customer. This is all recorded through the interaction with the legs being shown in the timeline view as well.

One note is that when you start the consult transfer the Customer is placed on hold. Within our flows we add a reminder message to the agent to conference in the Customer, followed by a brief pause before the disclaimer is played. At the end of the flow a disconnect is played and the agent and Customer are connected as in the original leg of the call and can resume their conversation. 

The number used for the routing is just an internal loopback number.

Hope this helps.

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.
------------------------------

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Thanks for this Gareth, great idea & I have this working in our Genesys org.

QQ - did you try having multiple buttons within the same script? I am trying this but once a button has been used to consult and then disconnects to resume the original leg of the call. If I try to initiate the next button, I receive an error "Failed to consult transfer interaction" but I am not sure why.

Please let me know if you have experienced the same issue.

------------------------------
Kind regards,

Chris Diaper
Telephony Engineer
------------------------------

Original Message:
Sent: 03-31-2020 04:29
From: Gareth James
Subject: Play script/disclaimer recording during a call

Hi Matt,

A great way of achieving this is through the scripting in Genesys Cloud. What we have done for disclaimer notices is create a button that calls the native Scripter.Consult Transfer action. Sitting behind the consult transfer is a simple flow that has the audio disclaimer that needs to be played to the customer. This is all recorded through the interaction with the legs being shown in the timeline view as well.

One note is that when you start the consult transfer the Customer is placed on hold. Within our flows we add a reminder message to the agent to conference in the Customer, followed by a brief pause before the disclaimer is played. At the end of the flow a disconnect is played and the agent and Customer are connected as in the original leg of the call and can resume their conversation. 

The number used for the routing is just an internal loopback number.

Hope this helps.

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------