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Auto Answer, Whisper and Alerting Enhancements

  • 1.  Auto Answer, Whisper and Alerting Enhancements

    Posted 01-25-2023 08:58
    Hi Genesys Cloud CX Community!

    Over the past few weeks, there have been several questions around auto answer, whisper and alerting.
    On behalf of the product management team, I apologize for any disruption and confusion around these topics.
    Moving forward, I did want to start an article to help clarity the current state, professional service options and future roadmap in this area.
    Hope this helps and as always interested in community feedback.
    Thanks! Zach

    Current State

    -Auto Answer ON, Whisper = Null – The edge/media tier plays a short 'beep' to indicate to the agent that a call is being connected

    -Auto Answer ON, Whisper = Configured – The edge/media tier plays the customer recorded message or audio file


    PS Option

    -A script can be run to assist a customer in a) having a ring tone audio file play prior to a previously configured whisper message or b) just add a longer ring tone audio file to play where a whisper message was null (this would play in place of the short 'beep' that is played today for customers that want a longer ring).  If you are interested in having PS assistance, please reach out to your CSM or TAM to get started.  For those that would like to configure on their own, here is a good article about whisper prompts to help get you started =

    Future State

    -Product enhancement to allow customers to modify the "beep" played when Auto Answer is ON and Whisper = Null

    -Product enhancement to provide greater flexibility for UI alerts for both voice & digital

    -Note: No ETA yet; however, the team is committed to chartering/scoping the work soon and then prioritizing against other work in flight…stay tuned.

    Thanks again and have a great day!

    Zach Brettnacher
    Genesys - Employees

  • 2.  RE: Auto Answer, Whisper and Alerting Enhancements

    Posted 02-01-2023 09:00

    Hi Zach, 

    First of all, thanks for this post. It really helps to clarify the situation for me.

    Could you tell us more about the ETA for the Future state?
    Do you have an estimate of when the scope of work is expected to be completed?
    As you can imagine, we are eager to have this feature in Genesys Cloud.

    Best Regards 
    Cedric Bourgeois
    Genesys- Employee

    Cedric Bourgeois
    Genesys - Employees

  • 3.  RE: Auto Answer, Whisper and Alerting Enhancements

    Posted 02-01-2023 10:06
    Absolutely, we are working to update the below Idea links shortly with some ETAs here soon.

    Zach Brettnacher
    Genesys - Employees

  • 4.  RE: Auto Answer, Whisper and Alerting Enhancements

    Posted 02-03-2023 15:30
    Edited by Marcus Hanna 02-03-2023 15:30
    Thanks for the post Zach.

    Our agents are struggling with auto answer because other than the whisper, they have zero notice that they are connected to a caller.  A few things would help:
    1) a ringtone/alert played after the whisper is the most requested modification (I suppose an alert prior to the whisper as you indicated in the original post would help, but the link provided to configure does not explain how to accomplish that). Agents report that at times the whisper fails to play or they don't hear it and then they just have someone sitting there in silence. 
    2) With auto answer, if you remove your headset to give your ears a break, there isn't any alert that you are being connected to a caller.  Why doesn't the option to play an audio alert over the computer speakers work with auto answer?  That's likely the most relevant workflow for alerts over the computer speakers, with no alert, there's no audible indication that a call is connecting.  We have has countless upset messages over this forcing agents to wear their headsets nonstop. 

    Appreciate any insights/solutions.


    Marcus Hanna
    Conduit Health Partners

  • 5.  RE: Auto Answer, Whisper and Alerting Enhancements

    Posted 02-03-2023 16:55
    @Marcus Hanna, we are also experiencing your second issue.
    Before the recent updates the agents could hear the ringing (with auto answer) on their speakers, and now that the ringing has been removed and we were left with no other means to alert the agents over the speaker (Both the "beep" and the whisper seem to not play over the speakers... Is that the same thing you are experiencing?)

    @Zach Brettnacher, could you please clarify for me if this is what is planned to be updated in Idea "​DIG-I-842"?

    I would also like to clarify something regarding the other idea ("TEL-I-419").
    It is my understanding that the whisper prompt set on a queue is only played when a call comes through a flow before being put on the queue. Is that correct?
    I ask that because I noticed the whisper not playing when agents transfer a call to a queue (even though that second queue has the whisper set on it), and they also don't play if an agent calls directly to a queue... Instead, on those situations, the default beep sound is played.

    So my question is, with the update coming on Idea "TEL-I-419", by modifying the default beep sound, would the new prompt also be applied to transferred calls and to when agents call a queue directly?

    Marcello Jabur
    Interaxa Brasil Tecnologia e Informatica Ltda

  • 6.  RE: Auto Answer, Whisper and Alerting Enhancements

    Posted 02-03-2023 17:21
    Correct, through the speakers- no sound at all, through the headset- only the whisper or at times no whisper (I've not validated the "no whisper" complaint yet myself but have had it reported dozens of times).  ​

    Marcus Hanna
    Conduit Health Partners