Genesys Cloud - Main

Hi All,
I am looking for the best way to activate audio notifications on Inbound IVRs without having to use Architect.
Presently I have 2 scenarios whereby I enter the IVR flows via architect and activate a audio to play, this is very time consuming.
The 2nd scenario would be for specific admins to be able to press a button and activate an audio, this audio would be as such as a particular issue, or high call volume. We would like to be able to just simply use one action rather than have multiple steps.

I have been exploring the option to use Emergency flows while this works to a degree it only allows 1 Emergency flow to be assigned to 1 inbound number rather than have multiple Emergency flows in the pre-configured setup. This would be ideal if it allowed more than 1 to be configured reducing the need to access Architect and provide a 2 step process for 1 inbound number.

Anyone have any ideas to avoid using Architect to activate the audio which would be pre-configured on its own flow?


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Hi Darryn, the simplest way is to use a Data Table containing a value the call flow reads to decide what audio to play:

https://help.mypurecloud.com/articles/work-with-data-tables/

Or, you can use an integration to another system using a Data Action:

https://help.mypurecloud.com/articles/create-custom-action-integrations/

The external system can manage a flag that directs the logic of the call flow.

------------------------------
R. J. Smith
Genesys - Employees
------------------------------

Original Message:
Sent: 08-06-2018 19:12
From: Darryn Chang
Subject: Best ways to activate a notification on an IVR without going into Architect

Hi All,
I am looking for the best way to activate audio notifications on Inbound IVRs without having to use Architect.
Presently I have 2 scenarios whereby I enter the IVR flows via architect and activate a audio to play, this is very time consuming.
The 2nd scenario would be for specific admins to be able to press a button and activate an audio, this audio would be as such as a particular issue, or high call volume. We would like to be able to just simply use one action rather than have multiple steps.

I have been exploring the option to use Emergency flows while this works to a degree it only allows 1 Emergency flow to be assigned to 1 inbound number rather than have multiple Emergency flows in the pre-configured setup. This would be ideal if it allowed more than 1 to be configured reducing the need to access Architect and provide a 2 step process for 1 inbound number.

Anyone have any ideas to avoid using Architect to activate the audio which would be pre-configured on its own flow?


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

You could use a data table to keep track of the status and the Lookup Data table action in the flow to determine whether to play the audio. 

You could also use the Call Data Action to check it; you would need to write a data action to look up that data, presumably in a database somewhere.  This approach would be more work.

https://help.mypurecloud.com/articles/data-table-lookup-action/
https://help.mypurecloud.com/articles/call-data-action/

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 08-06-2018 19:12
From: Darryn Chang
Subject: Best ways to activate a notification on an IVR without going into Architect

Hi All,
I am looking for the best way to activate audio notifications on Inbound IVRs without having to use Architect.
Presently I have 2 scenarios whereby I enter the IVR flows via architect and activate a audio to play, this is very time consuming.
The 2nd scenario would be for specific admins to be able to press a button and activate an audio, this audio would be as such as a particular issue, or high call volume. We would like to be able to just simply use one action rather than have multiple steps.

I have been exploring the option to use Emergency flows while this works to a degree it only allows 1 Emergency flow to be assigned to 1 inbound number rather than have multiple Emergency flows in the pre-configured setup. This would be ideal if it allowed more than 1 to be configured reducing the need to access Architect and provide a 2 step process for 1 inbound number.

Anyone have any ideas to avoid using Architect to activate the audio which would be pre-configured on its own flow?


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Are there any training modules on the data tables you both refer to besides whats on the resource center?

This is more for one of our departments that operate a simple inbound IVR that welcomes the caller before transferring to an agent.
Nothing complex or push button required. No requirement to enter an external CRM or integration. 


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Original Message:
Sent: 08-07-2018 09:30
From: Melissa Bailey
Subject: Best ways to activate a notification on an IVR without going into Architect

You could use a data table to keep track of the status and the Lookup Data table action in the flow to determine whether to play the audio.

You could also use the Call Data Action to check it; you would need to write a data action to look up that data, presumably in a database somewhere.  This approach would be more work.

https://help.mypurecloud.com/articles/data-table-lookup-action/
https://help.mypurecloud.com/articles/call-data-action/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 08-06-2018 19:12
From: Darryn Chang
Subject: Best ways to activate a notification on an IVR without going into Architect

Hi All,
I am looking for the best way to activate audio notifications on Inbound IVRs without having to use Architect.
Presently I have 2 scenarios whereby I enter the IVR flows via architect and activate a audio to play, this is very time consuming.
The 2nd scenario would be for specific admins to be able to press a button and activate an audio, this audio would be as such as a particular issue, or high call volume. We would like to be able to just simply use one action rather than have multiple steps.

I have been exploring the option to use Emergency flows while this works to a degree it only allows 1 Emergency flow to be assigned to 1 inbound number rather than have multiple Emergency flows in the pre-configured setup. This would be ideal if it allowed more than 1 to be configured reducing the need to access Architect and provide a 2 step process for 1 inbound number.

Anyone have any ideas to avoid using Architect to activate the audio which would be pre-configured on its own flow?


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Sorry no, the help docs are it.  Let us know if anything is unclear.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 08-08-2018 03:15
From: Darryn Chang
Subject: Best ways to activate a notification on an IVR without going into Architect

Are there any training modules on the data tables you both refer to besides whats on the resource center?

This is more for one of our departments that operate a simple inbound IVR that welcomes the caller before transferring to an agent.
Nothing complex or push button required. No requirement to enter an external CRM or integration.


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 08-07-2018 09:30
From: Melissa Bailey
Subject: Best ways to activate a notification on an IVR without going into Architect

You could use a data table to keep track of the status and the Lookup Data table action in the flow to determine whether to play the audio.

You could also use the Call Data Action to check it; you would need to write a data action to look up that data, presumably in a database somewhere.  This approach would be more work.

https://help.mypurecloud.com/articles/data-table-lookup-action/
https://help.mypurecloud.com/articles/call-data-action/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 08-06-2018 19:12
From: Darryn Chang
Subject: Best ways to activate a notification on an IVR without going into Architect

Hi All,
I am looking for the best way to activate audio notifications on Inbound IVRs without having to use Architect.
Presently I have 2 scenarios whereby I enter the IVR flows via architect and activate a audio to play, this is very time consuming.
The 2nd scenario would be for specific admins to be able to press a button and activate an audio, this audio would be as such as a particular issue, or high call volume. We would like to be able to just simply use one action rather than have multiple steps.

I have been exploring the option to use Emergency flows while this works to a degree it only allows 1 Emergency flow to be assigned to 1 inbound number rather than have multiple Emergency flows in the pre-configured setup. This would be ideal if it allowed more than 1 to be configured reducing the need to access Architect and provide a 2 step process for 1 inbound number.

Anyone have any ideas to avoid using Architect to activate the audio which would be pre-configured on its own flow?


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Darryn, we are currently building new training courses for PureCloud (Instructor-led Training), and I will look at adding something on the Data Tables to the appropriate course (probably an Advanced Architect course, and that won't be in our first phase).

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 08-08-2018 03:15
From: Darryn Chang
Subject: Best ways to activate a notification on an IVR without going into Architect

Are there any training modules on the data tables you both refer to besides whats on the resource center?

This is more for one of our departments that operate a simple inbound IVR that welcomes the caller before transferring to an agent.
Nothing complex or push button required. No requirement to enter an external CRM or integration.


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 08-07-2018 09:30
From: Melissa Bailey
Subject: Best ways to activate a notification on an IVR without going into Architect

You could use a data table to keep track of the status and the Lookup Data table action in the flow to determine whether to play the audio.

You could also use the Call Data Action to check it; you would need to write a data action to look up that data, presumably in a database somewhere.  This approach would be more work.

https://help.mypurecloud.com/articles/data-table-lookup-action/
https://help.mypurecloud.com/articles/call-data-action/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 08-06-2018 19:12
From: Darryn Chang
Subject: Best ways to activate a notification on an IVR without going into Architect

Hi All,
I am looking for the best way to activate audio notifications on Inbound IVRs without having to use Architect.
Presently I have 2 scenarios whereby I enter the IVR flows via architect and activate a audio to play, this is very time consuming.
The 2nd scenario would be for specific admins to be able to press a button and activate an audio, this audio would be as such as a particular issue, or high call volume. We would like to be able to just simply use one action rather than have multiple steps.

I have been exploring the option to use Emergency flows while this works to a degree it only allows 1 Emergency flow to be assigned to 1 inbound number rather than have multiple Emergency flows in the pre-configured setup. This would be ideal if it allowed more than 1 to be configured reducing the need to access Architect and provide a 2 step process for 1 inbound number.

Anyone have any ideas to avoid using Architect to activate the audio which would be pre-configured on its own flow?


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------