Genesys Cloud - Main

Customer use-case: When a Genesys agent answers the ACD Call (clicks the "Answer" button), we need to play back a DTMF to the external IVR that sent us this call to the Genesys Cloud Queue.

We have explored the Agent Script transferring to a Secure Flow that plays the WAV file, however, the Agent Script starts loading immediately when the ACD call is offered to the On-Queue agent. Different agents answer calls with different delays, making it impossible to hard-code the exact delay before transferring to Secure Flow.

In Genesys Cloud, is there another way to have an automatic DTMF playback as soon as an On-Queue Agent clicks on the "Answer" button?

Is there an API that can be 'permanently listening' to the call state of all agents on the queue and run in the background the Genesys Org?

Is there anything else that can be done outside of the Agent Script that plays a specific tone upon the call being answered?

I appreciate any thoughts or suggestions!

#Unsure/Other

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Art
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Hi Art

Just thinking on this from a different angle here.  What exactly does that third party system need the DTMF tone for?  What does it do when it receives that tone and does it have to be the same tone for every call?  Does the third party have an API that you could maybe call when the agent connects to the call and have that send the answer acknowledgement instead of DTMF?

If you could give us a bit more context on the flow there might be other ideas to try.  

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Vaun McCarthy
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Hi Vaun,

The context here is that the National Hotline IVR (not on Genesys, APIs Not Available) sends a call to the regional Call Center on Genesys Cloud. The caller to this National hotline is waiting listening to music, meanwhile the regional Genesys Cloud call center receives a call from this IVR. The call will only be connected between the caller and the agent when:

1. Genesys Agent Accepts the call

2. Genesys Agent Sends a DTMF digit (1) acknowledging that they are ready to talk to the caller

Only then will the caller be connected to the Genesys Agent and the Regional call center gets paid for the call by sending that DTMF back, telling the National IVR that we have a live agent ready to talk to the caller.

The Regional Call Center manager needs this to be an automated process with nothing required from the Genesys Agent other than answering the incoming ACD call.

I hope that gives a bit more context. I do not have access to the National IVR tech resources so I thought I should explore some options on the Genesys Forums first.

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Art 
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Original Message:
Sent: 11-17-2023 15:50
From: Vaun McCarthy
Subject: Automatically play back a DTMF tone when Agent accepts an ACD call (presses 'Answer' button)

Hi Art

Just thinking on this from a different angle here.  What exactly does that third party system need the DTMF tone for?  What does it do when it receives that tone and does it have to be the same tone for every call?  Does the third party have an API that you could maybe call when the agent connects to the call and have that send the answer acknowledgement instead of DTMF?

If you could give us a bit more context on the flow there might be other ideas to try.  

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Vaun McCarthy
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Hello Art,

You can use the script variable {{Scripter.Raw Interaction State}} to trigger something when the call is connected.

Instead of going through a Secure Flow you might be able to use the API to send DTMF to the other party, look at

POST
/api/v2/conversations/{conversationId}/participants/{participantId}/digits

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Thanks Jan, I will try this in our lab to see if I can do this without going to a Secure Flow.

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Art Tumanik
Cerium Networks
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Original Message:
Sent: 11-17-2023 16:54
From: Jan Heinonen
Subject: Automatically play back a DTMF tone when Agent accepts an ACD call (presses 'Answer' button)

Hello Art,

You can use the script variable {{Scripter.Raw Interaction State}} to trigger something when the call is connected.

Instead of going through a Secure Flow you might be able to use the API to send DTMF to the other party, look at

POST
/api/v2/conversations/{conversationId}/participants/{participantId}/digits

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

That's cool Jan, didn't know we had this API now.  Sure it didn't exist a couple of years ago when I was trying to replicate something from Engage.

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Vaun McCarthy
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Original Message:
Sent: 11-17-2023 16:54
From: Jan Heinonen
Subject: Automatically play back a DTMF tone when Agent accepts an ACD call (presses 'Answer' button)

Hello Art,

You can use the script variable {{Scripter.Raw Interaction State}} to trigger something when the call is connected.

Instead of going through a Secure Flow you might be able to use the API to send DTMF to the other party, look at

POST
/api/v2/conversations/{conversationId}/participants/{participantId}/digits

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

We have used {{Scripter.Raw Interaction State}} – it doesn't do the trigger at the right time.

The agent script gets loaded automatically as soon as the ACD call is OFFERED to an available agent, NOT when the agent clicks on "Answer" button.

Using the Agent Script (with the delay), DTMF will play either prematurely or too late causing the external IVR caller to be connected to the Genesys Agent when they are not ready to talk. This is simply because it is impossible to precisely predict how long a particular agent takes to accept the call (press the 'Answer' button).

Outside of the Agent Script, how would we utilize this POST API (/api/v2/conversations/{conversationId}/participants/{participantId}/digits) to trigger only when the agent ACCEPTS the call by pressing the 'Answer' button?

------------------------------
Art Tumanik
Cerium Networks
------------------------------

Original Message:
Sent: 11-17-2023 16:54
From: Jan Heinonen
Subject: Automatically play back a DTMF tone when Agent accepts an ACD call (presses 'Answer' button)

Hello Art,

You can use the script variable {{Scripter.Raw Interaction State}} to trigger something when the call is connected.

Instead of going through a Secure Flow you might be able to use the API to send DTMF to the other party, look at

POST
/api/v2/conversations/{conversationId}/participants/{participantId}/digits

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

One option is to use the event triggers (https://developer.genesys.cloud/platform/process-automation/)

Using the v2.detail.events.conversation.{id}.user.start topic

Though I'm not sure if that will have same problem, I'm not 100% sure if that triggers on alert or on answer.

You could always just set your agent's to auto answer if that is an option.

Or you could create a connect to customer button in the the agent script for the agent to press, not automatic but is essentially a second answer button.

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Anton Vroon
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Original Message:
Sent: 11-22-2023 14:42
From: Art Tumanik
Subject: Automatically play back a DTMF tone when Agent accepts an ACD call (presses 'Answer' button)

We have used {{Scripter.Raw Interaction State}} – it doesn't do the trigger at the right time.

The agent script gets loaded automatically as soon as the ACD call is OFFERED to an available agent, NOT when the agent clicks on "Answer" button.

Using the Agent Script (with the delay), DTMF will play either prematurely or too late causing the external IVR caller to be connected to the Genesys Agent when they are not ready to talk. This is simply because it is impossible to precisely predict how long a particular agent takes to accept the call (press the 'Answer' button).

Outside of the Agent Script, how would we utilize this POST API (/api/v2/conversations/{conversationId}/participants/{participantId}/digits) to trigger only when the agent ACCEPTS the call by pressing the 'Answer' button?

------------------------------
Art Tumanik
Cerium Networks
------------------------------


Original Message:
Sent: 11-17-2023 16:54
From: Jan Heinonen
Subject: Automatically play back a DTMF tone when Agent accepts an ACD call (presses 'Answer' button)

Hello Art,

You can use the script variable {{Scripter.Raw Interaction State}} to trigger something when the call is connected.

Instead of going through a Secure Flow you might be able to use the API to send DTMF to the other party, look at

POST
/api/v2/conversations/{conversationId}/participants/{participantId}/digits

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

You can use a Script Action that starts on Page Load, in that action you check if the status is "connected", if not you delay for 1-3 seconds and call the script again.

Once you have the correct status you can execute for example a Data Action, and end the loop.

Now, I would suspect that this API call requires User Context as most API calls that alter ongoing conversations does.

In that case, a solution would be to have an embedded webpage, that executes the API call.
Simple way to get it to execute on connected would be to have {{Scripter.Raw Interaction State}} in the URL, and the script does nothing until you have the right status, as the page will reload on status change.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

Original Message:
Sent: 11-22-2023 14:42
From: Art Tumanik
Subject: Automatically play back a DTMF tone when Agent accepts an ACD call (presses 'Answer' button)

We have used {{Scripter.Raw Interaction State}} – it doesn't do the trigger at the right time.

The agent script gets loaded automatically as soon as the ACD call is OFFERED to an available agent, NOT when the agent clicks on "Answer" button.

Using the Agent Script (with the delay), DTMF will play either prematurely or too late causing the external IVR caller to be connected to the Genesys Agent when they are not ready to talk. This is simply because it is impossible to precisely predict how long a particular agent takes to accept the call (press the 'Answer' button).

Outside of the Agent Script, how would we utilize this POST API (/api/v2/conversations/{conversationId}/participants/{participantId}/digits) to trigger only when the agent ACCEPTS the call by pressing the 'Answer' button?

------------------------------
Art Tumanik
Cerium Networks
------------------------------


Original Message:
Sent: 11-17-2023 16:54
From: Jan Heinonen
Subject: Automatically play back a DTMF tone when Agent accepts an ACD call (presses 'Answer' button)

Hello Art,

You can use the script variable {{Scripter.Raw Interaction State}} to trigger something when the call is connected.

Instead of going through a Secure Flow you might be able to use the API to send DTMF to the other party, look at

POST
/api/v2/conversations/{conversationId}/participants/{participantId}/digits

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

@Jan is it possible to create a data action, tu send de digits??? I tried to send some digits after consultative transfer, but Data Action gives me 403 Forgiven

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David Fradejas Tomás
Genesys Senior Consultant
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Original Message:
Sent: 11-17-2023 16:54
From: Jan Heinonen
Subject: Automatically play back a DTMF tone when Agent accepts an ACD call (presses 'Answer' button)

Hello Art,

You can use the script variable {{Scripter.Raw Interaction State}} to trigger something when the call is connected.

Instead of going through a Secure Flow you might be able to use the API to send DTMF to the other party, look at

POST
/api/v2/conversations/{conversationId}/participants/{participantId}/digits

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------