Genesys Cloud CX - Beta HQ

Notifications have been sent out to all the primary contacts of orgs who filled out the beat intake form. 

Next Steps:

• We're currently awaiting the deployment of the latest updates for this feature across all production regions.
• Once these updates are live and we complete our final internal testing, we'll begin enabling the feature for all selected organizations. We're targeting early June for this rollout, with exact dates to be shared as we get closer.
• Note: Enabling the beta does NOT grant immediate access to agents. Administrators will need to assign specific permissions before agents can use the feature.

Any update on the dates for when the beta will be released?

Notifications have been sent out to all the primary contacts of orgs who filled out the beat intake form. 

Next Steps:

• We're currently awaiting the deployment of the latest updates for this feature across all production regions.
• Once these updates are live and we complete our final internal testing, we'll begin enabling the feature for all selected organizations. We're targeting early June for this rollout, with exact dates to be shared as we get closer.
• Note: Enabling the beta does NOT grant immediate access to agents. Administrators will need to assign specific permissions before agents can use the feature.

Tentative date right now is the week of June 16th. I will most more updates as we get into next week. 

Any update on the dates for when the beta will be released?

Notifications have been sent out to all the primary contacts of orgs who filled out the beat intake form. 

Next Steps:

• We're currently awaiting the deployment of the latest updates for this feature across all production regions.
• Once these updates are live and we complete our final internal testing, we'll begin enabling the feature for all selected organizations. We're targeting early June for this rollout, with exact dates to be shared as we get closer.
• Note: Enabling the beta does NOT grant immediate access to agents. Administrators will need to assign specific permissions before agents can use the feature.

Thank you Sachi,
justo to be sure, you will confirm the inscription to the Beta to the organization's contact the weeek of june 16th? 

Thanks in advance

Best Regards

Carlos

Tentative date right now is the week of June 16th. I will most more updates as we get into next week. 

Any update on the dates for when the beta will be released?

Notifications have been sent out to all the primary contacts of orgs who filled out the beat intake form. 

Next Steps:

• We're currently awaiting the deployment of the latest updates for this feature across all production regions.
• Once these updates are live and we complete our final internal testing, we'll begin enabling the feature for all selected organizations. We're targeting early June for this rollout, with exact dates to be shared as we get closer.
• Note: Enabling the beta does NOT grant immediate access to agents. Administrators will need to assign specific permissions before agents can use the feature.

Thats right. I will send out a note out early next week and if all goes well with our final checkoffs, I will start enabling it later next week ..

Thank you Sachi,
justo to be sure, you will confirm the inscription to the Beta to the organization's contact the weeek of june 16th? 

Thanks in advance

Best Regards

Carlos

Tentative date right now is the week of June 16th. I will most more updates as we get into next week. 

Any update on the dates for when the beta will be released?

Notifications have been sent out to all the primary contacts of orgs who filled out the beat intake form. 

Next Steps:

• We're currently awaiting the deployment of the latest updates for this feature across all production regions.
• Once these updates are live and we complete our final internal testing, we'll begin enabling the feature for all selected organizations. We're targeting early June for this rollout, with exact dates to be shared as we get closer.
• Note: Enabling the beta does NOT grant immediate access to agents. Administrators will need to assign specific permissions before agents can use the feature.

Do you know when this will be supported in Embedded Framework and CX Cloud?

Thats right. I will send out a note out early next week and if all goes well with our final checkoffs, I will start enabling it later next week ..

Thank you Sachi,
justo to be sure, you will confirm the inscription to the Beta to the organization's contact the weeek of june 16th? 

Thanks in advance

Best Regards

Carlos

Tentative date right now is the week of June 16th. I will most more updates as we get into next week. 

Any update on the dates for when the beta will be released?

Notifications have been sent out to all the primary contacts of orgs who filled out the beat intake form. 

Next Steps:

• We're currently awaiting the deployment of the latest updates for this feature across all production regions.
• Once these updates are live and we complete our final internal testing, we'll begin enabling the feature for all selected organizations. We're targeting early June for this rollout, with exact dates to be shared as we get closer.
• Note: Enabling the beta does NOT grant immediate access to agents. Administrators will need to assign specific permissions before agents can use the feature.

Hi Sachi,

Will the API Endpoints also be made available during the beta period starting next week?

Is the beta live or still pending steps after 26th?

Unfortunately, we didn't get the check off due to a bug that resulted in recorded prompts getting deleted in certain scenarios. Our next beta checkoff window is July 3. 

Is the beta live or still pending steps after 26th?

Good morning! I am getting an upload error when trying to save the greeting for Inbound. I was able to save with no issue for the Outbound. I have tried it in Chrome and Edge and get the same error message. Any recommendations? Other members of my team are able to save without issue, so it appears to be something specific to me. 

Morning @Patrick Kelly - Coincidentally I got this same error when I was setting mine up on Friday, but thought it was a fluke/mistake on my part and was waiting for others on my team to try it out to see if they could replicate the issue (or try to replicate it myself.) All I recall doing was trying to record my inbound audio greeting, followed by my outbound audio greeting. The inbound audio greeting said it uploaded fine, but after I recorded the outbound greeting the interface refreshed and I had an error on the inbound audio greeting.

To get around the issue in the meantime, I ultimately had to go to Architect, find my audio file (named Inbound_Greeting_<USERGUID>), and delete it there [because deleting it in the interface wasn't deleting the audio file in Architect.] I was then able to record an inbound greeting again.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------


Original Message:
Sent: 07-14-2025 09:58
From: Patrick Kelly
Subject: BETA : Agent Greetings - Voice

Good morning! I am getting an upload error when trying to save the greeting for Inbound. I was able to save with no issue for the Outbound. I have tried it in Chrome and Edge and get the same error message. Any recommendations? Other members of my team are able to save without issue, so it appears to be something specific to me. 

------------------------------
Patrick Kelly
Project Analyst

Thank you Brian! I was able to delete the recording in architect and was able to successfully upload my inbound greeting. 

------------------------------
Patrick Kelly
Project Analyst
------------------------------


Original Message:
Sent: 07-14-2025 10:09
From: Brian Jones
Subject: BETA : Agent Greetings - Voice

Morning @Patrick Kelly - Coincidentally I got this same error when I was setting mine up on Friday, but thought it was a fluke/mistake on my part and was waiting for others on my team to try it out to see if they could replicate the issue (or try to replicate it myself.) All I recall doing was trying to record my inbound audio greeting, followed by my outbound audio greeting. The inbound audio greeting said it uploaded fine, but after I recorded the outbound greeting the interface refreshed and I had an error on the inbound audio greeting.

To get around the issue in the meantime, I ultimately had to go to Architect, find my audio file (named Inbound_Greeting_<USERGUID>), and delete it there [because deleting it in the interface wasn't deleting the audio file in Architect.] I was then able to record an inbound greeting again.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 07-14-2025 09:58
From: Patrick Kelly
Subject: BETA : Agent Greetings - Voice

Good morning! I am getting an upload error when trying to save the greeting for Inbound. I was able to save with no issue for the Outbound. I have tried it in Chrome and Edge and get the same error message. Any recommendations? Other members of my team are able to save without issue, so it appears to be something specific to me. 

------------------------------
Patrick Kelly
Project Analyst

Thanks for outlying the steps @Brian Jones. Let me try reproducing it and have my team make the necessary updates. 

Thank you Brian! I was able to delete the recording in architect and was able to successfully upload my inbound greeting. 

------------------------------
Patrick Kelly
Project Analyst


Original Message:
Sent: 07-14-2025 10:09
From: Brian Jones
Subject: BETA : Agent Greetings - Voice

Morning @Patrick Kelly - Coincidentally I got this same error when I was setting mine up on Friday, but thought it was a fluke/mistake on my part and was waiting for others on my team to try it out to see if they could replicate the issue (or try to replicate it myself.) All I recall doing was trying to record my inbound audio greeting, followed by my outbound audio greeting. The inbound audio greeting said it uploaded fine, but after I recorded the outbound greeting the interface refreshed and I had an error on the inbound audio greeting.

To get around the issue in the meantime, I ultimately had to go to Architect, find my audio file (named Inbound_Greeting_<USERGUID>), and delete it there [because deleting it in the interface wasn't deleting the audio file in Architect.] I was then able to record an inbound greeting again.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 07-14-2025 09:58
From: Patrick Kelly
Subject: BETA : Agent Greetings - Voice

Good morning! I am getting an upload error when trying to save the greeting for Inbound. I was able to save with no issue for the Outbound. I have tried it in Chrome and Edge and get the same error message. Any recommendations? Other members of my team are able to save without issue, so it appears to be something specific to me. 

------------------------------
Patrick Kelly
Project Analyst

Hi @Sabyasachi Pradhan -

I've assigned all of the required permissions, and I'm seeing the agent greeting option in preferences, but my recording doesn't seem to be saving/persisting.  I create the recording, and it shows under available recordings, but then after leaving the preferences, it's gone - and it never gets saved as a (Inbound_) or (Outbound_) user prompt in Architect.  Is there some additional step required?

Thanks for outlying the steps @Brian Jones. Let me try reproducing it and have my team make the necessary updates. 

Thank you Brian! I was able to delete the recording in architect and was able to successfully upload my inbound greeting. 

------------------------------
Patrick Kelly
Project Analyst


Original Message:
Sent: 07-14-2025 10:09
From: Brian Jones
Subject: BETA : Agent Greetings - Voice

Morning @Patrick Kelly - Coincidentally I got this same error when I was setting mine up on Friday, but thought it was a fluke/mistake on my part and was waiting for others on my team to try it out to see if they could replicate the issue (or try to replicate it myself.) All I recall doing was trying to record my inbound audio greeting, followed by my outbound audio greeting. The inbound audio greeting said it uploaded fine, but after I recorded the outbound greeting the interface refreshed and I had an error on the inbound audio greeting.

To get around the issue in the meantime, I ultimately had to go to Architect, find my audio file (named Inbound_Greeting_<USERGUID>), and delete it there [because deleting it in the interface wasn't deleting the audio file in Architect.] I was then able to record an inbound greeting again.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 07-14-2025 09:58
From: Patrick Kelly
Subject: BETA : Agent Greetings - Voice

Good morning! I am getting an upload error when trying to save the greeting for Inbound. I was able to save with no issue for the Outbound. I have tried it in Chrome and Edge and get the same error message. Any recommendations? Other members of my team are able to save without issue, so it appears to be something specific to me. 

------------------------------
Patrick Kelly
Project Analyst

Thanks for outlying the steps @Brian Jones. Let me try reproducing it and have my team make the necessary updates. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
------------------------------


Original Message:
Sent: 07-14-2025 10:28
From: Patrick Kelly
Subject: BETA : Agent Greetings - Voice

Thank you Brian! I was able to delete the recording in architect and was able to successfully upload my inbound greeting. 

------------------------------
Patrick Kelly
Project Analyst


Original Message:
Sent: 07-14-2025 10:09
From: Brian Jones
Subject: BETA : Agent Greetings - Voice

Morning @Patrick Kelly - Coincidentally I got this same error when I was setting mine up on Friday, but thought it was a fluke/mistake on my part and was waiting for others on my team to try it out to see if they could replicate the issue (or try to replicate it myself.) All I recall doing was trying to record my inbound audio greeting, followed by my outbound audio greeting. The inbound audio greeting said it uploaded fine, but after I recorded the outbound greeting the interface refreshed and I had an error on the inbound audio greeting.

To get around the issue in the meantime, I ultimately had to go to Architect, find my audio file (named Inbound_Greeting_<USERGUID>), and delete it there [because deleting it in the interface wasn't deleting the audio file in Architect.] I was then able to record an inbound greeting again.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 07-14-2025 09:58
From: Patrick Kelly
Subject: BETA : Agent Greetings - Voice

Good morning! I am getting an upload error when trying to save the greeting for Inbound. I was able to save with no issue for the Outbound. I have tried it in Chrome and Edge and get the same error message. Any recommendations? Other members of my team are able to save without issue, so it appears to be something specific to me. 

------------------------------
Patrick Kelly
Project Analyst

FYI @Sabyasachi Pradhan - My colleague & I were just setting his English Agent Greetings up and were able to replicate the issue Patrick raised earlier as follows:

1. He recorded the Inbound greeting, but didn't save it.
2. He recorded the Outbound greeting, and saved it.
3. He then saved the Inbound greeting.
4. He exited the Preferences screen altogether and we confirmed both recordings were visible in Architect.
5. He went back into the Preferences > Agent Greeting screen and his Inbound greeting was listed under Available [Inbound] Greetings, but his Outbound greeting was not listed under Available [Outbound] Greetings.
6. He then tried to record another [English] Outbound greeting and got the error Patrick mentioned earlier.
7. After deleting the Outbound greeting in Architect, he was able to successfully record an Outbound greeting that showed up under Available [Outbound] Greetings and Architect from that point forward.

There may be other ways to replicate this, but these steps just so happened to be the ones we tried.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------


Original Message:
Sent: 07-14-2025 11:08
From: Sabyasachi Pradhan
Subject: BETA : Agent Greetings - Voice

Thanks for outlying the steps @Brian Jones. Let me try reproducing it and have my team make the necessary updates. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]


Original Message:
Sent: 07-14-2025 10:28
From: Patrick Kelly
Subject: BETA : Agent Greetings - Voice

Thank you Brian! I was able to delete the recording in architect and was able to successfully upload my inbound greeting. 

------------------------------
Patrick Kelly
Project Analyst


Original Message:
Sent: 07-14-2025 10:09
From: Brian Jones
Subject: BETA : Agent Greetings - Voice

Morning @Patrick Kelly - Coincidentally I got this same error when I was setting mine up on Friday, but thought it was a fluke/mistake on my part and was waiting for others on my team to try it out to see if they could replicate the issue (or try to replicate it myself.) All I recall doing was trying to record my inbound audio greeting, followed by my outbound audio greeting. The inbound audio greeting said it uploaded fine, but after I recorded the outbound greeting the interface refreshed and I had an error on the inbound audio greeting.

To get around the issue in the meantime, I ultimately had to go to Architect, find my audio file (named Inbound_Greeting_<USERGUID>), and delete it there [because deleting it in the interface wasn't deleting the audio file in Architect.] I was then able to record an inbound greeting again.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology


Original Message:
Sent: 07-14-2025 09:58
From: Patrick Kelly
Subject: BETA : Agent Greetings - Voice

Good morning! I am getting an upload error when trying to save the greeting for Inbound. I was able to save with no issue for the Outbound. I have tried it in Chrome and Edge and get the same error message. Any recommendations? Other members of my team are able to save without issue, so it appears to be something specific to me. 

------------------------------
Patrick Kelly
Project Analyst

What are the timelines for API endpoints to be available? We want to assign common greeting message to all agents and want to do it from the backend without agent intervention.  

Can you confirm what Outbound use cases this works for?  We were hoping to use it on Predictive, Power and Progressive campaigns but when testing, it only appears to work on Manual and Preview calls.  If it's only available for those two, what is the timeline for it being available on the other three outbound settings?

Try assigning an Inbound Greeting too.  Predictive, Power and Progressive campaigns act like Inbound calls to an agent and the system looks for an inbound greeting to play. 

Can you confirm what Outbound use cases this works for?  We were hoping to use it on Predictive, Power and Progressive campaigns but when testing, it only appears to work on Manual and Preview calls.  If it's only available for those two, what is the timeline for it being available on the other three outbound settings?

Thanks, this worked.  The only issue now is that the greeting plays on answering machines it detects as well.  Is there a way to only have it play only when a person answers?  Also, if we use the inbound greeting for this and someone handles both inbound and outbound, our greeting has to be appropriate for both, correct?

Try assigning an Inbound Greeting too.  Predictive, Power and Progressive campaigns act like Inbound calls to an agent and the system looks for an inbound greeting to play. 

Can you confirm what Outbound use cases this works for?  We were hoping to use it on Predictive, Power and Progressive campaigns but when testing, it only appears to work on Manual and Preview calls.  If it's only available for those two, what is the timeline for it being available on the other three outbound settings?

Great. Thats right. We are not setup for greetings to detect live voice before we play the greeting for outbound to decrease any processing time on our end and play the greeting without any delay ( prevent any awkward pauses ). Could be an improvement we can look at in the future. 

On your second question, yes they will have to be appropriate for both. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
------------------------------


Original Message:
Sent: 07-14-2025 16:05
From: Sarah Watmough
Subject: BETA : Agent Greetings - Voice

Thanks, this worked.  The only issue now is that the greeting plays on answering machines it detects as well.  Is there a way to only have it play only when a person answers?  Also, if we use the inbound greeting for this and someone handles both inbound and outbound, our greeting has to be appropriate for both, correct?

------------------------------
Sarah Watmough


Original Message:
Sent: 07-14-2025 14:18
From: Sabyasachi Pradhan
Subject: BETA : Agent Greetings - Voice

Try assigning an Inbound Greeting too.  Predictive, Power and Progressive campaigns act like Inbound calls to an agent and the system looks for an inbound greeting to play. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]


Original Message:
Sent: 07-14-2025 13:04
From: Sarah Watmough
Subject: BETA : Agent Greetings - Voice

Can you confirm what Outbound use cases this works for?  We were hoping to use it on Predictive, Power and Progressive campaigns but when testing, it only appears to work on Manual and Preview calls.  If it's only available for those two, what is the timeline for it being available on the other three outbound settings?

------------------------------
Sarah Watmough
Site Manager of Ncu Operations

Good morning!

During beta testing, if we encounter any challenges, is there a specific team we should report them to? Currently, we can record and save the inbound greeting; however, we can only record the outbound greeting, and it will not be saved. 

Are there plans to enable a separate agent greeting for different queues?  This would be helpful for outsourcer companies that represent a number of other companies and alleviate the potential issue of the agent saying the wrong company name in their greeting message.

It says in the description that the prompts would be stored and show user id. But we are seeing the GC ID instead. Is this expected or should we actually be seeing the user id or even the user's actual first/last name? 

Thats expected. The user_id is the unique id that GC assigns to that agent. 

It says in the description that the prompts would be stored and show user id. But we are seeing the GC ID instead. Is this expected or should we actually be seeing the user id or even the user's actual first/last name? 

What happens if we change the name of the prompt to the users name?  Will it break the feature?

Thats expected. The user_id is the unique id that GC assigns to that agent. 

It says in the description that the prompts would be stored and show user id. But we are seeing the GC ID instead. Is this expected or should we actually be seeing the user id or even the user's actual first/last name? 

It shouldn't. The prompt id is associated with the agent. The name of the prompt can be changed. 

What happens if we change the name of the prompt to the users name?  Will it break the feature?

Thats expected. The user_id is the unique id that GC assigns to that agent. 

It says in the description that the prompts would be stored and show user id. But we are seeing the GC ID instead. Is this expected or should we actually be seeing the user id or even the user's actual first/last name? 

If that is the case, we should be able to define the template for the greeting name.  I don't like the idea of having 500 inbound and 500 outbound prompts mixed on with all my other ones.  I would like to define something like zz_Inbound_{Email}

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------


Original Message:
Sent: 07-18-2025 23:13
From: Sabyasachi Pradhan
Subject: BETA : Agent Greetings - Voice

It shouldn't. The prompt id is associated with the agent. The name of the prompt can be changed. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]


Original Message:
Sent: 07-18-2025 20:56
From: Robert Wakefield-Carl
Subject: BETA : Agent Greetings - Voice

What happens if we change the name of the prompt to the users name?  Will it break the feature?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com


Original Message:
Sent: 07-18-2025 20:02
From: Sabyasachi Pradhan
Subject: BETA : Agent Greetings - Voice

Thats expected. The user_id is the unique id that GC assigns to that agent. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]


Original Message:
Sent: 07-17-2025 14:03
From: Patrick Kelly
Subject: BETA : Agent Greetings - Voice

It says in the description that the prompts would be stored and show user id. But we are seeing the GC ID instead. Is this expected or should we actually be seeing the user id or even the user's actual first/last name? 

------------------------------
Patrick Kelly
Project Analyst

Good point about the intermingling of prompts, and I like the idea of a template.

Whatever the case, @Sabyasachi Pradhan, I do believe the user's [actual] name should be visible somewhere to make it easier to search for--the GUID makes it challenging. Perhaps the feature could be updated to add the agent's name to the audio file description given that's a searchable field?

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------


Original Message:
Sent: 07-18-2025 23:19
From: Robert Wakefield-Carl
Subject: BETA : Agent Greetings - Voice

If that is the case, we should be able to define the template for the greeting name.  I don't like the idea of having 500 inbound and 500 outbound prompts mixed on with all my other ones.  I would like to define something like zz_Inbound_{Email}

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com


Original Message:
Sent: 07-18-2025 23:13
From: Sabyasachi Pradhan
Subject: BETA : Agent Greetings - Voice

It shouldn't. The prompt id is associated with the agent. The name of the prompt can be changed. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]


Original Message:
Sent: 07-18-2025 20:56
From: Robert Wakefield-Carl
Subject: BETA : Agent Greetings - Voice

What happens if we change the name of the prompt to the users name?  Will it break the feature?

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com


Original Message:
Sent: 07-18-2025 20:02
From: Sabyasachi Pradhan
Subject: BETA : Agent Greetings - Voice

Thats expected. The user_id is the unique id that GC assigns to that agent. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]


Original Message:
Sent: 07-17-2025 14:03
From: Patrick Kelly
Subject: BETA : Agent Greetings - Voice

It says in the description that the prompts would be stored and show user id. But we are seeing the GC ID instead. Is this expected or should we actually be seeing the user id or even the user's actual first/last name? 

------------------------------
Patrick Kelly
Project Analyst

It says in the description that the prompts would be stored and show user id. But we are seeing the GC ID instead. Is this expected or should we actually be seeing the user id or even the user's actual first/last name? 

@Sabyasachi Pradhan - Our team has discovered a potential bug where deleting the agent greeting in the interface leaves a shell of the audio file in Architect (in other words, it leaves the audio file name in Architect with no audio attached.) My colleague replicated it as follows:

1. He went into the Preferences > Agent Greeting screen, recorded the Inbound agent greeting and saved it.
2. We verified the audio file was created in Architect.
3. He went back into the Preferences > Agent Greeting screen and deleted the Inbound agent greeting.
4. We went into Architect and saw his audio file was still there, but no audio was attached.
5. Just to see what happens, he went back into the Preferences > Agent Greeting screen, recorded the Inbound agent greeting again and saved it.
6. Architect then showed two versions of the same audio file; the new one with the audio attached and the original one referenced in step 4 but with no audio attached.

USABILITY FEEDBACK

• After recording the agent greeting, our team recommends either changing the color of the 'Save Recording' button so it stands out more or prompting the user if they want to save their greeting should they try to exit out of the agent greeting screen. Several of our team members failed to save their recording before exiting and then wondered why their greeting wasn't there.
• Add the agent's actual name to the audio file description given that's a searchable field.

@Brian Jones On the potential bug

• 1-4 is expected. The prompt is an umbrella object that holds all the greetings in the various languages. Even if the specific greetings are deleted, the umbrella prompt object will still be available. 
• Step 6 should not be possible since we look at the umbrella object associated with the user and then update it to add new greetings. I tried it a few times on my setup but couldn't reproduce it. Is there a video you could send me of this ?  ( You can email it to sachi.pradhan@genesys.com ) 

On the usability feedback: 

• I plan on taking these both to my team and make some adjustments. Thanks for bringing them up. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]
------------------------------


Original Message:
Sent: 07-24-2025 12:55
From: Brian Jones
Subject: BETA : Agent Greetings - Voice

@Sabyasachi Pradhan - Our team has discovered a potential bug where deleting the agent greeting in the interface leaves a shell of the audio file in Architect (in other words, it leaves the audio file name in Architect with no audio attached.) My colleague replicated it as follows:

1. He went into the Preferences > Agent Greeting screen, recorded the Inbound agent greeting and saved it.
2. We verified the audio file was created in Architect.
3. He went back into the Preferences > Agent Greeting screen and deleted the Inbound agent greeting.
4. We went into Architect and saw his audio file was still there, but no audio was attached.
5. Just to see what happens, he went back into the Preferences > Agent Greeting screen, recorded the Inbound agent greeting again and saved it.
6. Architect then showed two versions of the same audio file; the new one with the audio attached and the original one referenced in step 4 but with no audio attached.

USABILITY FEEDBACK

• After recording the agent greeting, our team recommends either changing the color of the 'Save Recording' button so it stands out more or prompting the user if they want to save their greeting should they try to exit out of the agent greeting screen. Several of our team members failed to save their recording before exiting and then wondered why their greeting wasn't there.
• Add the agent's actual name to the audio file description given that's a searchable field.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

@Sabyasachi Pradhan - Strange, but good news that we are no longer able to replicate step 6. I will let you know if we run into it again and provide a recording next time.

And thank you for considering the usability feedback. For example, our admin team has already found value in adding our names to our agent greeting audio description during our pre-launch testing/troubleshooting.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------


Original Message:
Sent: 07-25-2025 11:33
From: Sabyasachi Pradhan
Subject: BETA : Agent Greetings - Voice

@Brian Jones On the potential bug

• 1-4 is expected. The prompt is an umbrella object that holds all the greetings in the various languages. Even if the specific greetings are deleted, the umbrella prompt object will still be available. 
• Step 6 should not be possible since we look at the umbrella object associated with the user and then update it to add new greetings. I tried it a few times on my setup but couldn't reproduce it. Is there a video you could send me of this ?  ( You can email it to sachi.pradhan@genesys.com ) 

On the usability feedback: 

• I plan on taking these both to my team and make some adjustments. Thanks for bringing them up. 

------------------------------
Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
[WebsiteUrl]


Original Message:
Sent: 07-24-2025 12:55
From: Brian Jones
Subject: BETA : Agent Greetings - Voice

@Sabyasachi Pradhan - Our team has discovered a potential bug where deleting the agent greeting in the interface leaves a shell of the audio file in Architect (in other words, it leaves the audio file name in Architect with no audio attached.) My colleague replicated it as follows:

1. He went into the Preferences > Agent Greeting screen, recorded the Inbound agent greeting and saved it.
2. We verified the audio file was created in Architect.
3. He went back into the Preferences > Agent Greeting screen and deleted the Inbound agent greeting.
4. We went into Architect and saw his audio file was still there, but no audio was attached.
5. Just to see what happens, he went back into the Preferences > Agent Greeting screen, recorded the Inbound agent greeting again and saved it.
6. Architect then showed two versions of the same audio file; the new one with the audio attached and the original one referenced in step 4 but with no audio attached.

USABILITY FEEDBACK

• After recording the agent greeting, our team recommends either changing the color of the 'Save Recording' button so it stands out more or prompting the user if they want to save their greeting should they try to exit out of the agent greeting screen. Several of our team members failed to save their recording before exiting and then wondered why their greeting wasn't there.
• Add the agent's actual name to the audio file description given that's a searchable field.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Currently, it seems that greetings are only possible when the call is routed through a user.

In the Architect Flow, is it possible for the recipient to hear a greeting message even when an outbound call is made using the Transfer to Number function?

This is a case where a greeting message is required even if the call is not routed through a user (agent)

Thank you!

@Sabyasachi Pradhan We encountered a bug in some testing the other day.  We have found that if the agent mutes the call while the agent greeting is playing, the UI shows the call as muted but the agent's audio is not actually muted.  We have seen the behavior in both the embeddable framework and the standard UI on outbound calls.  Going forward if the caller wants to mute they need to click the button to unmute and then mute again for the mute to take effect.

------------------------------
Craig Coen
x
------------------------------

Any update please ? I expected to have this feature available GA today but i didn't see anything related in the release notes ... can you please give me a date that I can share with my customer ?

It will most likely be end of Aug. A bug that was found - "Mute isn't working as expected when the greeting is playing" is a blocker for GA. A fix is in but will take a couple of weeks at-least for it to be deployed across all prod regions. 

Any update please ? I expected to have this feature available GA today but i didn't see anything related in the release notes ... can you please give me a date that I can share with my customer ?

Apologies if I missed it somewhere, but is there a plan to allow the agent greeting to be customized for each queue that the agent is assigned? In our use-case, our advocates (agents) support 2 queues that are providing different services. We currently have them greeting based upon the queue the call came from.  Without that, we are unlikely to move forward with this solution.

It will most likely be end of Aug. A bug that was found - "Mute isn't working as expected when the greeting is playing" is a blocker for GA. A fix is in but will take a couple of weeks at-least for it to be deployed across all prod regions. 

Any update please ? I expected to have this feature available GA today but i didn't see anything related in the release notes ... can you please give me a date that I can share with my customer ?

It will most likely be end of Aug. A bug that was found - "Mute isn't working as expected when the greeting is playing" is a blocker for GA. A fix is in but will take a couple of weeks at-least for it to be deployed across all prod regions. 

Any update please ? I expected to have this feature available GA today but i didn't see anything related in the release notes ... can you please give me a date that I can share with my customer ?

@Sabyasachi Pradhan  what I have to do to participate at the beta program ? Please extend it also to me/my customer organization ... thanks

It will most likely be end of Aug. A bug that was found - "Mute isn't working as expected when the greeting is playing" is a blocker for GA. A fix is in but will take a couple of weeks at-least for it to be deployed across all prod regions. 

Any update please ? I expected to have this feature available GA today but i didn't see anything related in the release notes ... can you please give me a date that I can share with my customer ?

It will most likely be end of Aug. A bug that was found - "Mute isn't working as expected when the greeting is playing" is a blocker for GA. A fix is in but will take a couple of weeks at-least for it to be deployed across all prod regions. 

Any update please ? I expected to have this feature available GA today but i didn't see anything related in the release notes ... can you please give me a date that I can share with my customer ?

@Sabyasachi Pradhan, our team has a couple questions about how the agent greeting is selected based on language. 

First, for outbound calls using the outbound agent greeting (manual and Preview), how is the language determined when choosing the greeting to play?

Next, noting a previous reply that campaigns will use the inbound agent greeting--regarding playing a greeting based on the flow, we have many campaigns that do not invoke a flow; how would the language of the greeting be selected in that case?

Lastly, around the 7:00 mark in the demo video, there's a comment that if a greeting that matches the language of the call isn't found, the first greeting in the list will play. I tested an account with an English greeting and a Spanish greeting, and those played as expected when the caller selected English or Spanish. But when the caller selected Korean or simplified Chinese, no greeting played. Is that a bug, or is there a change in the expected behavior?

Thank you!

For outbound, we will pick the language on the trunk setting to pick the right one. Same for campaigns too, we will use the trunk language setting. 

On playing the first greeting recorded (when there is no language match) we are aware that this is not working as expected.  The teams are still trying to figure out how best to rectify this. Goal is get this working by GA. If not it will be fast follow.  

@Sabyasachi Pradhan, our team has a couple questions about how the agent greeting is selected based on language. 

First, for outbound calls using the outbound agent greeting (manual and Preview), how is the language determined when choosing the greeting to play?

Next, noting a previous reply that campaigns will use the inbound agent greeting--regarding playing a greeting based on the flow, we have many campaigns that do not invoke a flow; how would the language of the greeting be selected in that case?

Lastly, around the 7:00 mark in the demo video, there's a comment that if a greeting that matches the language of the call isn't found, the first greeting in the list will play. I tested an account with an English greeting and a Spanish greeting, and those played as expected when the caller selected English or Spanish. But when the caller selected Korean or simplified Chinese, no greeting played. Is that a bug, or is there a change in the expected behavior?

Thank you!

Hi Sachi,

Saw this comment. Using the trunk language is not a good option. Available trunk languages are very limited and because of that, it would mean not proper prompt selected. So would hope another option to that. There are always workaround possibilities, but would not rather look for them.

For outbound, we will pick the language on the trunk setting to pick the right one. Same for campaigns too, we will use the trunk language setting. 

On playing the first greeting recorded (when there is no language match) we are aware that this is not working as expected.  The teams are still trying to figure out how best to rectify this. Goal is get this working by GA. If not it will be fast follow.  

@Sabyasachi Pradhan, our team has a couple questions about how the agent greeting is selected based on language. 

First, for outbound calls using the outbound agent greeting (manual and Preview), how is the language determined when choosing the greeting to play?

Next, noting a previous reply that campaigns will use the inbound agent greeting--regarding playing a greeting based on the flow, we have many campaigns that do not invoke a flow; how would the language of the greeting be selected in that case?

Lastly, around the 7:00 mark in the demo video, there's a comment that if a greeting that matches the language of the call isn't found, the first greeting in the list will play. I tested an account with an English greeting and a Spanish greeting, and those played as expected when the caller selected English or Spanish. But when the caller selected Korean or simplified Chinese, no greeting played. Is that a bug, or is there a change in the expected behavior?

Thank you!

Hi Sachi,

Saw this comment. Using the trunk language is not a good option. Available trunk languages are very limited and because of that, it would mean not proper prompt selected. So would hope another option to that. There are always workaround possibilities, but would not rather look for them.

For outbound, we will pick the language on the trunk setting to pick the right one. Same for campaigns too, we will use the trunk language setting. 

On playing the first greeting recorded (when there is no language match) we are aware that this is not working as expected.  The teams are still trying to figure out how best to rectify this. Goal is get this working by GA. If not it will be fast follow.  

@Sabyasachi Pradhan, our team has a couple questions about how the agent greeting is selected based on language. 

First, for outbound calls using the outbound agent greeting (manual and Preview), how is the language determined when choosing the greeting to play?

Next, noting a previous reply that campaigns will use the inbound agent greeting--regarding playing a greeting based on the flow, we have many campaigns that do not invoke a flow; how would the language of the greeting be selected in that case?

Lastly, around the 7:00 mark in the demo video, there's a comment that if a greeting that matches the language of the call isn't found, the first greeting in the list will play. I tested an account with an English greeting and a Spanish greeting, and those played as expected when the caller selected English or Spanish. But when the caller selected Korean or simplified Chinese, no greeting played. Is that a bug, or is there a change in the expected behavior?

Thank you!

The trunk language is just one of the variables we look at. As the call progresses through the IVR, flow , etc and if languages are being assigned in those flows then this latest language code will be used for playback and will trump the trunk language. 

Hi Sachi,

Saw this comment. Using the trunk language is not a good option. Available trunk languages are very limited and because of that, it would mean not proper prompt selected. So would hope another option to that. There are always workaround possibilities, but would not rather look for them.

For outbound, we will pick the language on the trunk setting to pick the right one. Same for campaigns too, we will use the trunk language setting. 

On playing the first greeting recorded (when there is no language match) we are aware that this is not working as expected.  The teams are still trying to figure out how best to rectify this. Goal is get this working by GA. If not it will be fast follow.  

@Sabyasachi Pradhan, our team has a couple questions about how the agent greeting is selected based on language. 

First, for outbound calls using the outbound agent greeting (manual and Preview), how is the language determined when choosing the greeting to play?

Next, noting a previous reply that campaigns will use the inbound agent greeting--regarding playing a greeting based on the flow, we have many campaigns that do not invoke a flow; how would the language of the greeting be selected in that case?

Lastly, around the 7:00 mark in the demo video, there's a comment that if a greeting that matches the language of the call isn't found, the first greeting in the list will play. I tested an account with an English greeting and a Spanish greeting, and those played as expected when the caller selected English or Spanish. But when the caller selected Korean or simplified Chinese, no greeting played. Is that a bug, or is there a change in the expected behavior?

Thank you!

I can understand that, even though setting default would be best option. But your answer does take into account outbound calls. How should they be handled to be able to play correct language prompt?
This is a general issue with Genesys Cloud for outbound calls for other things as well. There is a beta going on for transcript dialect setting. Could the same setting or something similar used to solve this?

The trunk language is just one of the variables we look at. As the call progresses through the IVR, flow , etc and if languages are being assigned in those flows then this latest language code will be used for playback and will trump the trunk language. 

Hi Sachi,

Saw this comment. Using the trunk language is not a good option. Available trunk languages are very limited and because of that, it would mean not proper prompt selected. So would hope another option to that. There are always workaround possibilities, but would not rather look for them.

For outbound, we will pick the language on the trunk setting to pick the right one. Same for campaigns too, we will use the trunk language setting. 

On playing the first greeting recorded (when there is no language match) we are aware that this is not working as expected.  The teams are still trying to figure out how best to rectify this. Goal is get this working by GA. If not it will be fast follow.  

@Sabyasachi Pradhan, our team has a couple questions about how the agent greeting is selected based on language. 

First, for outbound calls using the outbound agent greeting (manual and Preview), how is the language determined when choosing the greeting to play?

Next, noting a previous reply that campaigns will use the inbound agent greeting--regarding playing a greeting based on the flow, we have many campaigns that do not invoke a flow; how would the language of the greeting be selected in that case?

Lastly, around the 7:00 mark in the demo video, there's a comment that if a greeting that matches the language of the call isn't found, the first greeting in the list will play. I tested an account with an English greeting and a Spanish greeting, and those played as expected when the caller selected English or Spanish. But when the caller selected Korean or simplified Chinese, no greeting played. Is that a bug, or is there a change in the expected behavior?

Thank you!

@Sabyasachi Pradhan, our team has a couple questions about how the agent greeting is selected based on language. 

First, for outbound calls using the outbound agent greeting (manual and Preview), how is the language determined when choosing the greeting to play?

Next, noting a previous reply that campaigns will use the inbound agent greeting--regarding playing a greeting based on the flow, we have many campaigns that do not invoke a flow; how would the language of the greeting be selected in that case?

Lastly, around the 7:00 mark in the demo video, there's a comment that if a greeting that matches the language of the call isn't found, the first greeting in the list will play. I tested an account with an English greeting and a Spanish greeting, and those played as expected when the caller selected English or Spanish. But when the caller selected Korean or simplified Chinese, no greeting played. Is that a bug, or is there a change in the expected behavior?

Thank you!

I was able to get the Agent Greeting to play the Spanish Agent Greeting when I add a Set Language in the Inbound Call Flow in Architect. However, they need to have the it set in the In-Queue Call Flow for when calls are transferred directly to the queue.  I know the Set Language is working because it's playing the TTS in Spanish, however I don't think it's working to pass to the Agent Greeting.

~Adam Kaczmarek

@Sabyasachi Pradhan, our team has a couple questions about how the agent greeting is selected based on language. 

First, for outbound calls using the outbound agent greeting (manual and Preview), how is the language determined when choosing the greeting to play?

Next, noting a previous reply that campaigns will use the inbound agent greeting--regarding playing a greeting based on the flow, we have many campaigns that do not invoke a flow; how would the language of the greeting be selected in that case?

Lastly, around the 7:00 mark in the demo video, there's a comment that if a greeting that matches the language of the call isn't found, the first greeting in the list will play. I tested an account with an English greeting and a Spanish greeting, and those played as expected when the caller selected English or Spanish. But when the caller selected Korean or simplified Chinese, no greeting played. Is that a bug, or is there a change in the expected behavior?

Thank you!

Do you have a conversation id, I can look at ? Also can you describe path the call took and the various language settings assigned at various stages. 

I was able to get the Agent Greeting to play the Spanish Agent Greeting when I add a Set Language in the Inbound Call Flow in Architect. However, they need to have the it set in the In-Queue Call Flow for when calls are transferred directly to the queue.  I know the Set Language is working because it's playing the TTS in Spanish, however I don't think it's working to pass to the Agent Greeting.

~Adam Kaczmarek

@Sabyasachi Pradhan, our team has a couple questions about how the agent greeting is selected based on language. 

First, for outbound calls using the outbound agent greeting (manual and Preview), how is the language determined when choosing the greeting to play?

Next, noting a previous reply that campaigns will use the inbound agent greeting--regarding playing a greeting based on the flow, we have many campaigns that do not invoke a flow; how would the language of the greeting be selected in that case?

Lastly, around the 7:00 mark in the demo video, there's a comment that if a greeting that matches the language of the call isn't found, the first greeting in the list will play. I tested an account with an English greeting and a Spanish greeting, and those played as expected when the caller selected English or Spanish. But when the caller selected Korean or simplified Chinese, no greeting played. Is that a bug, or is there a change in the expected behavior?

Thank you!

Only starting to look through the comments and info on this.  Am I correct in understanding that each user greeting prompt generated creates an actual Architect user prompt with the greeting prefix?  I haven't found any limits on number of user prompts but do you foresee any issue where an org may have 5000+ users all with a user greeting recorded?  This is another example of where it would be useful to be able to structure/folder prompt resources :)

Thats right Vaun. This feature will leverage Architect's User Prompt framework. User prompts scale pretty well today and are part of the fabric of the global media which we wanted to use to make sure there are no delays in accessing and playing the greeting at runtime. We have done quite a bit of performance testing with 10K+ agent orgs and are pretty confident that this will scale well. The idea of adding this to a folder structure of its own is a good one that we will look at later. 

Only starting to look through the comments and info on this.  Am I correct in understanding that each user greeting prompt generated creates an actual Architect user prompt with the greeting prefix?  I haven't found any limits on number of user prompts but do you foresee any issue where an org may have 5000+ users all with a user greeting recorded?  This is another example of where it would be useful to be able to structure/folder prompt resources :)

Hi Team:

1. If I can join the Beta testing now to try this agent greeting feature?
2. If I can't , I want to ask whether "recording includes the greeting,? ,  can the agent heard the greeting at same time? Thanks!

Ella

Thats right Vaun. This feature will leverage Architect's User Prompt framework. User prompts scale pretty well today and are part of the fabric of the global media which we wanted to use to make sure there are no delays in accessing and playing the greeting at runtime. We have done quite a bit of performance testing with 10K+ agent orgs and are pretty confident that this will scale well. The idea of adding this to a folder structure of its own is a good one that we will look at later. 

Only starting to look through the comments and info on this.  Am I correct in understanding that each user greeting prompt generated creates an actual Architect user prompt with the greeting prefix?  I haven't found any limits on number of user prompts but do you foresee any issue where an org may have 5000+ users all with a user greeting recorded?  This is another example of where it would be useful to be able to structure/folder prompt resources :)

Hi @Sabyasachi Pradhan -

We're taking a look at the APIs for the second use case described above.  We have a standardized greeting that we want to have played for inbound/outbound calls, and we want to assign this prompt to multiple agents using the API.  

I was able to get a successful '200' response from the PUT API by providing the agent ID, prompt ID, and prompt Name, however, I do not see these prompts associated to the agent when viewing in the UI.  Is this expected that the UI will not show prompts associated via the API?  I did use the GET API and confirm that the prompts are successfully associated.

Cheers,

You should be able to see associated prompts in the UI. Can you check to see if that agent has the required permissions ?

• Architect > User Prompt > Add, Edit, View 
• Telephony > selfAgentGreeting > View, Edit 

Hi @Sabyasachi Pradhan -

We're taking a look at the APIs for the second use case described above.  We have a standardized greeting that we want to have played for inbound/outbound calls, and we want to assign this prompt to multiple agents using the API.  

I was able to get a successful '200' response from the PUT API by providing the agent ID, prompt ID, and prompt Name, however, I do not see these prompts associated to the agent when viewing in the UI.  Is this expected that the UI will not show prompts associated via the API?  I did use the GET API and confirm that the prompts are successfully associated.

Cheers,

Hi Sachi,

I have the following permissions assigned to the user (myself):

architect:userPrompt:*

telephony:selfAgentGreeting:*

Please see the attached files - I have confirmation from the API that the announcements are associated to my user, but the UI doesn't show anything as available.

You should be able to see associated prompts in the UI. Can you check to see if that agent has the required permissions ?

• Architect > User Prompt > Add, Edit, View 
• Telephony > selfAgentGreeting > View, Edit 

Hi @Sabyasachi Pradhan -

We're taking a look at the APIs for the second use case described above.  We have a standardized greeting that we want to have played for inbound/outbound calls, and we want to assign this prompt to multiple agents using the API.  

I was able to get a successful '200' response from the PUT API by providing the agent ID, prompt ID, and prompt Name, however, I do not see these prompts associated to the agent when viewing in the UI.  Is this expected that the UI will not show prompts associated via the API?  I did use the GET API and confirm that the prompts are successfully associated.

Cheers,