Genesys Cloud - Main

Hey guys

I'm trying to put together a solution which was pretty easy under Engage, where a user can dial into a call flow, select a prompt and re-record that prompt audio over that same call.  What tricks have you come up with for doing this?
#Ask Me Anything (AMA)
#Implementation
#PlatformAdministration
#Routing(ACD/IVR)

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Hi Vaun - we've had a similar request some time ago (people were used to doing it in CISCO), but never found a way to do it. Think one of my teammates tried sorting it out with support, and the answer "not possible, use Architect UI".
Basically, we created a role that allows user only to overwrite existing prompts (without adding or deleting) - seems to work fine for them, they actually like it even more than calling and recording.

------------------------------
Piotr Danielewski
EY Global Services Limited
------------------------------

Thanks Piotr

I had expected that to be the answer.  Unfortunately this was an inherited requirement on a specific contract so I need to work out some other way of doing it.  I suspect though it will end up requirement a custom built web app/service using multiple APIs.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 05-14-2021 02:44
From: Piotr Danielewski
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi Vaun - we've had a similar request some time ago (people were used to doing it in CISCO), but never found a way to do it. Think one of my teammates tried sorting it out with support, and the answer "not possible, use Architect UI".
Basically, we created a role that allows user only to overwrite existing prompts (without adding or deleting) - seems to work fine for them, they actually like it even more than calling and recording.

------------------------------
Piotr Danielewski
EY Global Services Limited
------------------------------

Will be curious to see what you come up with.  One of the challenges is the need to re-publish consuming flows after a prompt .wav file update.

Much easier to accomplish if you can convince them to use TTS instead of recorded audio.

------------------------------
Mike Steinke
Inflow Communications
------------------------------

Original Message:
Sent: 05-14-2021 03:31
From: Vaun McCarthy
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Thanks Piotr

I had expected that to be the answer.  Unfortunately this was an inherited requirement on a specific contract so I need to work out some other way of doing it.  I suspect though it will end up requirement a custom built web app/service using multiple APIs.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------


Original Message:
Sent: 05-14-2021 02:44
From: Piotr Danielewski
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi Vaun - we've had a similar request some time ago (people were used to doing it in CISCO), but never found a way to do it. Think one of my teammates tried sorting it out with support, and the answer "not possible, use Architect UI".
Basically, we created a role that allows user only to overwrite existing prompts (without adding or deleting) - seems to work fine for them, they actually like it even more than calling and recording.

------------------------------
Piotr Danielewski
EY Global Services Limited

Hi There

You don't have to re-publish the flow if you use the Find User Prompt function/block in the Architect. You can replace audio file, record over it, add TTS & it simply takes over the existing recording.

------------------------------
Farhan Chaudry
Voxai Solutions Inc.
------------------------------

Original Message:
Sent: 05-14-2021 13:19
From: Mike Steinke
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Will be curious to see what you come up with.  One of the challenges is the need to re-publish consuming flows after a prompt .wav file update.

Much easier to accomplish if you can convince them to use TTS instead of recorded audio.

------------------------------
Mike Steinke
Inflow Communications
------------------------------


Original Message:
Sent: 05-14-2021 03:31
From: Vaun McCarthy
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Thanks Piotr

I had expected that to be the answer.  Unfortunately this was an inherited requirement on a specific contract so I need to work out some other way of doing it.  I suspect though it will end up requirement a custom built web app/service using multiple APIs.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 05-14-2021 02:44
From: Piotr Danielewski
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi Vaun - we've had a similar request some time ago (people were used to doing it in CISCO), but never found a way to do it. Think one of my teammates tried sorting it out with support, and the answer "not possible, use Architect UI".
Basically, we created a role that allows user only to overwrite existing prompts (without adding or deleting) - seems to work fine for them, they actually like it even more than calling and recording.

------------------------------
Piotr Danielewski
EY Global Services Limited

Yes, that is another good way to work around the limitation (which didn't exist the last time I got this ask, gotta love the constant product improvement!).

------------------------------
Mike Steinke
Inflow Communications
------------------------------

Original Message:
Sent: 05-20-2021 03:13
From: Farhan Chaudry
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi There

You don't have to re-publish the flow if you use the Find User Prompt function/block in the Architect. You can replace audio file, record over it, add TTS & it simply takes over the existing recording.

------------------------------
Farhan Chaudry
Voxai Solutions Inc.
------------------------------


Original Message:
Sent: 05-14-2021 13:19
From: Mike Steinke
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Will be curious to see what you come up with.  One of the challenges is the need to re-publish consuming flows after a prompt .wav file update.

Much easier to accomplish if you can convince them to use TTS instead of recorded audio.

------------------------------
Mike Steinke
Inflow Communications


Original Message:
Sent: 05-14-2021 03:31
From: Vaun McCarthy
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Thanks Piotr

I had expected that to be the answer.  Unfortunately this was an inherited requirement on a specific contract so I need to work out some other way of doing it.  I suspect though it will end up requirement a custom built web app/service using multiple APIs.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 05-14-2021 02:44
From: Piotr Danielewski
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi Vaun - we've had a similar request some time ago (people were used to doing it in CISCO), but never found a way to do it. Think one of my teammates tried sorting it out with support, and the answer "not possible, use Architect UI".
Basically, we created a role that allows user only to overwrite existing prompts (without adding or deleting) - seems to work fine for them, they actually like it even more than calling and recording.

------------------------------
Piotr Danielewski
EY Global Services Limited

Just remember - the Find User Prompt function, while handy still doesn't give real-time "refresh" of the prompt being played.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 05-20-2021 11:37
From: Mike Steinke
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Yes, that is another good way to work around the limitation (which didn't exist the last time I got this ask, gotta love the constant product improvement!).

------------------------------
Mike Steinke
Inflow Communications
------------------------------


Original Message:
Sent: 05-20-2021 03:13
From: Farhan Chaudry
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi There

You don't have to re-publish the flow if you use the Find User Prompt function/block in the Architect. You can replace audio file, record over it, add TTS & it simply takes over the existing recording.

------------------------------
Farhan Chaudry
Voxai Solutions Inc.


Original Message:
Sent: 05-14-2021 13:19
From: Mike Steinke
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Will be curious to see what you come up with.  One of the challenges is the need to re-publish consuming flows after a prompt .wav file update.

Much easier to accomplish if you can convince them to use TTS instead of recorded audio.

------------------------------
Mike Steinke
Inflow Communications


Original Message:
Sent: 05-14-2021 03:31
From: Vaun McCarthy
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Thanks Piotr

I had expected that to be the answer.  Unfortunately this was an inherited requirement on a specific contract so I need to work out some other way of doing it.  I suspect though it will end up requirement a custom built web app/service using multiple APIs.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 05-14-2021 02:44
From: Piotr Danielewski
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi Vaun - we've had a similar request some time ago (people were used to doing it in CISCO), but never found a way to do it. Think one of my teammates tried sorting it out with support, and the answer "not possible, use Architect UI".
Basically, we created a role that allows user only to overwrite existing prompts (without adding or deleting) - seems to work fine for them, they actually like it even more than calling and recording.

------------------------------
Piotr Danielewski
EY Global Services Limited

Just FYI, Genesys Cloud R&D is currently beginning work on the ability to obtain an utterance as an audio file inside of Architect.  This is currently in design with an expected beta date around the end of Q3.  Not that those dates help right away, but the feature is coming.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 05-20-2021 11:37
From: Mike Steinke
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Yes, that is another good way to work around the limitation (which didn't exist the last time I got this ask, gotta love the constant product improvement!).

------------------------------
Mike Steinke
Inflow Communications
------------------------------


Original Message:
Sent: 05-20-2021 03:13
From: Farhan Chaudry
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi There

You don't have to re-publish the flow if you use the Find User Prompt function/block in the Architect. You can replace audio file, record over it, add TTS & it simply takes over the existing recording.

------------------------------
Farhan Chaudry
Voxai Solutions Inc.


Original Message:
Sent: 05-14-2021 13:19
From: Mike Steinke
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Will be curious to see what you come up with.  One of the challenges is the need to re-publish consuming flows after a prompt .wav file update.

Much easier to accomplish if you can convince them to use TTS instead of recorded audio.

------------------------------
Mike Steinke
Inflow Communications


Original Message:
Sent: 05-14-2021 03:31
From: Vaun McCarthy
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Thanks Piotr

I had expected that to be the answer.  Unfortunately this was an inherited requirement on a specific contract so I need to work out some other way of doing it.  I suspect though it will end up requirement a custom built web app/service using multiple APIs.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 05-14-2021 02:44
From: Piotr Danielewski
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi Vaun - we've had a similar request some time ago (people were used to doing it in CISCO), but never found a way to do it. Think one of my teammates tried sorting it out with support, and the answer "not possible, use Architect UI".
Basically, we created a role that allows user only to overwrite existing prompts (without adding or deleting) - seems to work fine for them, they actually like it even more than calling and recording.

------------------------------
Piotr Danielewski
EY Global Services Limited

See, constant improvement!

------------------------------
Mike Steinke
Inflow Communications
------------------------------

Original Message:
Sent: 05-21-2021 10:23
From: Jim Crespino
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Just FYI, Genesys Cloud R&D is currently beginning work on the ability to obtain an utterance as an audio file inside of Architect.  This is currently in design with an expected beta date around the end of Q3.  Not that those dates help right away, but the feature is coming.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------


Original Message:
Sent: 05-20-2021 11:37
From: Mike Steinke
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Yes, that is another good way to work around the limitation (which didn't exist the last time I got this ask, gotta love the constant product improvement!).

------------------------------
Mike Steinke
Inflow Communications


Original Message:
Sent: 05-20-2021 03:13
From: Farhan Chaudry
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi There

You don't have to re-publish the flow if you use the Find User Prompt function/block in the Architect. You can replace audio file, record over it, add TTS & it simply takes over the existing recording.

------------------------------
Farhan Chaudry
Voxai Solutions Inc.


Original Message:
Sent: 05-14-2021 13:19
From: Mike Steinke
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Will be curious to see what you come up with.  One of the challenges is the need to re-publish consuming flows after a prompt .wav file update.

Much easier to accomplish if you can convince them to use TTS instead of recorded audio.

------------------------------
Mike Steinke
Inflow Communications


Original Message:
Sent: 05-14-2021 03:31
From: Vaun McCarthy
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Thanks Piotr

I had expected that to be the answer.  Unfortunately this was an inherited requirement on a specific contract so I need to work out some other way of doing it.  I suspect though it will end up requirement a custom built web app/service using multiple APIs.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 05-14-2021 02:44
From: Piotr Danielewski
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi Vaun - we've had a similar request some time ago (people were used to doing it in CISCO), but never found a way to do it. Think one of my teammates tried sorting it out with support, and the answer "not possible, use Architect UI".
Basically, we created a role that allows user only to overwrite existing prompts (without adding or deleting) - seems to work fine for them, they actually like it even more than calling and recording.

------------------------------
Piotr Danielewski
EY Global Services Limited

Hi Jim, where's this sitting at now please?  Also, how would that audio file be stored/used?

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 05-21-2021 10:23
From: Jim Crespino
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Just FYI, Genesys Cloud R&D is currently beginning work on the ability to obtain an utterance as an audio file inside of Architect.  This is currently in design with an expected beta date around the end of Q3.  Not that those dates help right away, but the feature is coming.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------


Original Message:
Sent: 05-20-2021 11:37
From: Mike Steinke
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Yes, that is another good way to work around the limitation (which didn't exist the last time I got this ask, gotta love the constant product improvement!).

------------------------------
Mike Steinke
Inflow Communications


Original Message:
Sent: 05-20-2021 03:13
From: Farhan Chaudry
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi There

You don't have to re-publish the flow if you use the Find User Prompt function/block in the Architect. You can replace audio file, record over it, add TTS & it simply takes over the existing recording.

------------------------------
Farhan Chaudry
Voxai Solutions Inc.


Original Message:
Sent: 05-14-2021 13:19
From: Mike Steinke
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Will be curious to see what you come up with.  One of the challenges is the need to re-publish consuming flows after a prompt .wav file update.

Much easier to accomplish if you can convince them to use TTS instead of recorded audio.

------------------------------
Mike Steinke
Inflow Communications


Original Message:
Sent: 05-14-2021 03:31
From: Vaun McCarthy
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Thanks Piotr

I had expected that to be the answer.  Unfortunately this was an inherited requirement on a specific contract so I need to work out some other way of doing it.  I suspect though it will end up requirement a custom built web app/service using multiple APIs.

------------------------------
Vaun McCarthy
NTT New Zealand Limited


Original Message:
Sent: 05-14-2021 02:44
From: Piotr Danielewski
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi Vaun - we've had a similar request some time ago (people were used to doing it in CISCO), but never found a way to do it. Think one of my teammates tried sorting it out with support, and the answer "not possible, use Architect UI".
Basically, we created a role that allows user only to overwrite existing prompts (without adding or deleting) - seems to work fine for them, they actually like it even more than calling and recording.

------------------------------
Piotr Danielewski
EY Global Services Limited

@Jim Crespino - Do you have an update on the new feature you mentioned, where Genesys is working on capturing an utterance as an audio file inside of Architect? Just would like to know how that initiative is going and a possible ETA. Thank you.
​

Original Message:
Sent: 10/13/2021 5:55:00 PM
From: Jackie Maher
Subject: RE: Any of you found a way to record a prompt on the fly through a call flow?

@Jim Crespino - Do you have an update on the new feature you mentioned, where Genesys is working on capturing an utterance as an audio file inside of Architect? Just would like to know how that initiative is going and a possible ETA. Thank you.
​

------------------------------
Jackie Maher
Further
------------------------------


Original Message:
Sent: 05-21-2021 10:23
From: Jim Crespino
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Just FYI, Genesys Cloud R&D is currently beginning work on the ability to obtain an utterance as an audio file inside of Architect.  This is currently in design with an expected beta date around the end of Q3.  Not that those dates help right away, but the feature is coming.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------


Original Message:
Sent: 05-20-2021 11:37
From: Mike Steinke
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Yes, that is another good way to work around the limitation (which didn't exist the last time I got this ask, gotta love the constant product improvement!).

------------------------------
Mike Steinke
Inflow Communications


Original Message:
Sent: 05-20-2021 03:13
From: Farhan Chaudry
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi There

You don't have to re-publish the flow if you use the Find User Prompt function/block in the Architect. You can replace audio file, record over it, add TTS & it simply takes over the existing recording.

------------------------------
Farhan Chaudry
Voxai Solutions Inc.


Original Message:
Sent: 05-14-2021 13:19
From: Mike Steinke
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Will be curious to see what you come up with.  One of the challenges is the need to re-publish consuming flows after a prompt .wav file update.

Much easier to accomplish if you can convince them to use TTS instead of recorded audio.

------------------------------
Mike Steinke
Inflow Communications


Original Message:
Sent: 05-14-2021 03:31
From: Vaun McCarthy
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Thanks Piotr

I had expected that to be the answer.  Unfortunately this was an inherited requirement on a specific contract so I need to work out some other way of doing it.  I suspect though it will end up requirement a custom built web app/service using multiple APIs.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Hi Vaun, 

We have already done this for a number of clients, interesting one of the requesting parties was your fellow NTT employees from a different part of the world. By reading the comments below my suggestion is to first look at the entire solution from a client side then look at the technical side otherwise it is a guess, there are a number of different ways to do this. 

Kind Regards

------------------------------
Warren Beddie
Noralogix PTY (Ltd)
warren@noralogix.com
------------------------------

Hello Warren, could you share the approach you took while resolving the issue? ​

------------------------------
Piotr Danielewski
EY Global Services Limited
------------------------------

Original Message:
Sent: 09-27-2021 05:39
From: Warren Beddie
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi Vaun,

We have already done this for a number of clients, interesting one of the requesting parties was your fellow NTT employees from a different part of the world. By reading the comments below my suggestion is to first look at the entire solution from a client side then look at the technical side otherwise it is a guess, there are a number of different ways to do this.

Kind Regards

------------------------------
Warren Beddie
Noralogix PTY (Ltd)
warren@noralogix.com
------------------------------

Hi Vaun,

When say "was pretty easy under Engage" are you speaking of Engage on Prem or Engage Cloud?   We are on Engage Cloud and were told this was impossible.   We could really use such a features.

------------------------------
Davide Giglio
FCA US LLC
------------------------------

HI Davide, sorry yes this was Engage on-prem.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 09-27-2021 07:41
From: Davide Giglio
Subject: Any of you found a way to record a prompt on the fly through a call flow?

Hi Vaun,

When say "was pretty easy under Engage" are you speaking of Engage on Prem or Engage Cloud?   We are on Engage Cloud and were told this was impossible.   We could really use such a features.

------------------------------
Davide Giglio
FCA US LLC
------------------------------