Genesys Cloud - Main

This is definitely something that we have heard requests for in the past, and are evaluating the best way to approach this.  With that said, there are certainly some interim steps that can be taken to optimize your call flows to minimize the amount of "dead air" that is heard by a caller.  At present, the IVR performs as many of the steps in your flow as possible until it is forced to play some audio sequence.  One thing that I have found to mitigate is to have small audio sequences interspersed between your data actions, typically confirming information that was retrieved by the data action.  This forces the audio to "flush" as quickly as possible, as the edge process as much of the call flow as it can until it's forced to either play audio or seek input; breaking the segments of the flow the edge is able to process into smaller pieces generally minimizes the amount of "dead air" heard by the caller.

I realize this isn't a perfect solution, but it at least gives you something to experiment with.  I'll also request that we review whether there's something additional we can do from the product side to at least avoid complete silence.

This is definitely something that we have heard requests for in the past, and are evaluating the best way to approach this.  With that said, there are certainly some interim steps that can be taken to optimize your call flows to minimize the amount of "dead air" that is heard by a caller.  At present, the IVR performs as many of the steps in your flow as possible until it is forced to play some audio sequence.  One thing that I have found to mitigate is to have small audio sequences interspersed between your data actions, typically confirming information that was retrieved by the data action.  This forces the audio to "flush" as quickly as possible, as the edge process as much of the call flow as it can until it's forced to either play audio or seek input; breaking the segments of the flow the edge is able to process into smaller pieces generally minimizes the amount of "dead air" heard by the caller.

I realize this isn't a perfect solution, but it at least gives you something to experiment with.  I'll also request that we review whether there's something additional we can do from the product side to at least avoid complete silence.

This is definitely something that we have heard requests for in the past, and are evaluating the best way to approach this.  With that said, there are certainly some interim steps that can be taken to optimize your call flows to minimize the amount of "dead air" that is heard by a caller.  At present, the IVR performs as many of the steps in your flow as possible until it is forced to play some audio sequence.  One thing that I have found to mitigate is to have small audio sequences interspersed between your data actions, typically confirming information that was retrieved by the data action.  This forces the audio to "flush" as quickly as possible, as the edge process as much of the call flow as it can until it's forced to either play audio or seek input; breaking the segments of the flow the edge is able to process into smaller pieces generally minimizes the amount of "dead air" heard by the caller.

I realize this isn't a perfect solution, but it at least gives you something to experiment with.  I'll also request that we review whether there's something additional we can do from the product side to at least avoid complete silence.

This is definitely something that we have heard requests for in the past, and are evaluating the best way to approach this.  With that said, there are certainly some interim steps that can be taken to optimize your call flows to minimize the amount of "dead air" that is heard by a caller.  At present, the IVR performs as many of the steps in your flow as possible until it is forced to play some audio sequence.  One thing that I have found to mitigate is to have small audio sequences interspersed between your data actions, typically confirming information that was retrieved by the data action.  This forces the audio to "flush" as quickly as possible, as the edge process as much of the call flow as it can until it's forced to either play audio or seek input; breaking the segments of the flow the edge is able to process into smaller pieces generally minimizes the amount of "dead air" heard by the caller.

I realize this isn't a perfect solution, but it at least gives you something to experiment with.  I'll also request that we review whether there's something additional we can do from the product side to at least avoid complete silence.

This is definitely something that we have heard requests for in the past, and are evaluating the best way to approach this.  With that said, there are certainly some interim steps that can be taken to optimize your call flows to minimize the amount of "dead air" that is heard by a caller.  At present, the IVR performs as many of the steps in your flow as possible until it is forced to play some audio sequence.  One thing that I have found to mitigate is to have small audio sequences interspersed between your data actions, typically confirming information that was retrieved by the data action.  This forces the audio to "flush" as quickly as possible, as the edge process as much of the call flow as it can until it's forced to either play audio or seek input; breaking the segments of the flow the edge is able to process into smaller pieces generally minimizes the amount of "dead air" heard by the caller.

I realize this isn't a perfect solution, but it at least gives you something to experiment with.  I'll also request that we review whether there's something additional we can do from the product side to at least avoid complete silence.