Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Dynamic prompt recording by the Admin or supervisor for Emergency prompts.

  Thread closed by the administrator, not accepting new replies.

  • 1.  Dynamic prompt recording by the Admin or supervisor for Emergency prompts.

    Posted 04-19-2023 02:55
    No replies, thread closed.

    Hello Team,

    Do we have any feature in the genesys cloud to fulfill the below requirement?

    "Admin or supervisor will dial into the system, and they can record the prompt if required and it should play as a Emergency Prompt for the Upcoming calls."


    Use case:  We would like to have 2 IVR call flows. 1st IVR will be their "regular" IVR with the menu options to be offered to the callers in order to route the call. At the very beginning of this IVR, they would like to have a dynamic prompt with the message that would be dependant on the current situation (for example weather conditions/issues with the service, etc ...)


    2nd IVR for the emergency and with the hidden menu option which will be used only by the Admins to record a new dynamic prompt and to activate it for the 1st IVR.

    Thanks and Regards,
    Vinodkumar.K



    #ArchitectureandDesign

    ------------------------------
    Vinod kumar K

    ------------------------------


  • 2.  RE: Dynamic prompt recording by the Admin or supervisor for Emergency prompts.

    Posted 04-23-2023 00:27
    No replies, thread closed.

    Not without some outside service to record and do the file manipulation.  What I did for another customer was to allow them to send an SMS or Email with the message to a Flow that would extract the message and change the prompt through a data action.  This could also be done through a Call Flow with a bot to receive the message, convert to text and use a data action to update the prompt.  



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

    Original Message


Related Content