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  • 1.  Prompt Upload without Republishing Flow

    Posted 02-18-2020 16:30
    We have an internal IT Help Desk we are looking to move onto Genesys Cloud (I almost typed PureCloud!).  This area has a simple IVR & call flow, but have one request we're struggling to design for.  In cases were there are known system outages, they would like to record and play a prompt early in the IVR that indicates to the caller that a specific system is having issues.  The idea is to deflect calls to agents when there is a known outage already being worked on.  In order to do this, it seems to require that the person recording the prompt have access to use architect in order to record and to re-publish the flow.  I don't want to grant this access, as it opens additional functionality that I don't want to grant them access to, such as to another area's flows.  Our current engineers with Architect access don't want to be on the hook for recording prompts and publishing flows, as these updates could come at any hour of the day.

    Help community!  Anyone have suggestions on how to design a flow for this?
    #SystemAdministration

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    Brett Williams
    Consulting Architect
    Principal - www.Principal.com
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  • 2.  RE: Prompt Upload without Republishing Flow

    GENESYS
    Posted 02-18-2020 16:44

    Option 1: If you're ok with using TTS, you can create a data table with the message.  In the flow look up the data table row and play the message, if it exists.
    https://help.mypurecloud.com/articles/work-with-data-tables/

    Option 2: If you need an audio recording instead of TTS, you can do a dynamic prompt look up in the flow.  You can give your non-architect person just prompt permissions so they can go into Architect and upload the new recording or delete the old recording.  They will need architect:userPrompt:view, architect:userPrompt:edit and architect:ui:view.  They will not be able to see or edit the flows. 

    https://help.mypurecloud.com/articles/work-with-dynamically-referenced-prompts/


    Neither option will require republishing the flows.




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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Prompt Upload without Republishing Flow

    Posted 02-18-2020 17:25
    Thank you for the suggestions.  The TTS option is one we had identified and we are evaluating.  We would prefer a recording, as many systems are referred to with project names or acronyms.  We'll add option 2 into our evaluation.

    -Brett

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    Brett Williams
    Consulting Architect
    Principal - www.Principal.com
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  • 4.  RE: Prompt Upload without Republishing Flow

    Posted 04-25-2020 18:34
    HI @Brett Williams, what did you do in the end?​

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 5.  RE: Prompt Upload without Republishing Flow

    Posted 04-26-2020 12:44
    Hi Brett,

    How about cloning the original flow, change the opening prompt to reflect the outage, then use that cloned flow as an emergency flow, only activated during outages?

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    Bob Shappell
    Avtex Solutions, LLC
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  • 6.  RE: Prompt Upload without Republishing Flow

    Posted 04-28-2020 10:24
    Use find user prompt element it fetch the latest audio uploaded and give Helpdesk prompt upload access.

    we are doing it for our pre queue hot messages because they change time to time we dont publish flow our business ppl just upload new audio file.

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    Ali
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  • 7.  RE: Prompt Upload without Republishing Flow

    Posted 08-11-2020 08:04
    Hi Ali,
    we developed an inbound callflow with an TTS emergency messagge, but when we change the text to play in section "user prompt" - or upload a new wave file - we need to republish the inbound callflow, have you experience the same behavior?

    Luca

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    Luca Assandro
    Lutech S.p.A.
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  • 8.  RE: Prompt Upload without Republishing Flow

    Posted 08-12-2020 01:12
    Go with the Find User Prompt element as Aamir mentions in this thread.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 9.  RE: Prompt Upload without Republishing Flow

    Posted 04-28-2020 10:24
    Use find user prompt element it fetch the latest audio uploaded and give Helpdesk prompt upload access.

    we are doing it for our pre queue hot messages because they change time to time we dont publish flow our business ppl just upload new audio file.

    ------------------------------
    Ali
    ------------------------------



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