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  • 1.  Direct routing and inqueue action "play user name" and "play user greeting"

    Posted 22 days ago

    I've been testing the Direct Routing feature using the example provided on the website. After some adjustments, I managed to get most of it working, except for the greeting that plays just before transferring to voicemail. The action "play user greeting" does not seem to function; all the caller hears is a beep before the voicemail starts.

    For testing, I also tried the "play user name" action, but that didn't work either.

     To troubleshoot further, I created a simple in-queue flow that included both actions  "play user greeting" and "play user name," selecting myself as the user from the drop-down menu (no variables involved). However, this setup still did not play the greeting or name;  it only played the queue position and simple TTS prompts.

    Are there any specific conditions or settings that need to be configured for these actions to work properly?

    my simple test in-queue flow


    #ArchitectureandDesign

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    Jasper Donovan
    na
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  • 2.  RE: Direct routing and inqueue action "play user name" and "play user greeting"
    Best Answer

    GENESYS
    Posted 22 days ago

    Have you recorded a user name & greeting for your user?
    https://help.mypurecloud.com/articles/record-your-name/
    https://help.mypurecloud.com/articles/record-a-voicemail-greeting/



    ------------------------------
    Melissa Bailey
    Software Engineer
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    Original Message


  • 3.  RE: Direct routing and inqueue action "play user name" and "play user greeting"

    Posted 21 days ago
    Edited by Jasper Donovan 21 days ago

    Hi Mellissa

     

     

    Thanks , that was what I was overlooking I also though the Name would be TTS and not an actually recording.

     

    I do have one follow up question since there is no option in the action if there is no recording or it fails. Is it possible to play an alternative *backup* prompt ?

    https://help.mypurecloud.com/articles/play-user-greeting-action/

     

    I was thinking like some decision straight after the Play "user greeting" if possible or do i need to create a data action using the 
    "/api/v2/users/{userId}/greetings" RESTAPI command ?

     

    Best regards,

    Jasper Donovan

    Senior UC Architect
    Global Network & Telecoms
    Global IT Operations
    M: +4549111671

    Coloplast A/S
    Holtedam 1, 3050 Humlebæk
    Denmark
    www.coloplast.com
    +45 49111111

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    Original Message


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