Genesys Cloud - Main

Hi All,

Hoping someone could assist or point me in the right direction.

I'm looking at introducing an option where you can consult a caller into a call where they can listen to an audio message like listening to terms and conditions and the agent has ability to press PAUSE/PLAY if needed.

This could be introduce into script of a queue if possible?

Surely there's such methods right?

Thanks

Hey Adam, 

I don't think this is possible within Genesys/flows. Though, you could do some custom work that allows an agent to manually play/pause and have that audio sent through to the conversation. Generally, I have flows that play TnC, and ask for confirmation that is recorded against the part attributes and 3rd party systems. If the customer indicates they do not agree or they need to ask questions we send them back through to the TnCs again to get their acceptance. 

Hi All,

Hoping someone could assist or point me in the right direction.

I'm looking at introducing an option where you can consult a caller into a call where they can listen to an audio message like listening to terms and conditions and the agent has ability to press PAUSE/PLAY if needed.

This could be introduce into script of a queue if possible?

Surely there's such methods right?

Thanks

Hi All,

Hoping someone could assist or point me in the right direction.

I'm looking at introducing an option where you can consult a caller into a call where they can listen to an audio message like listening to terms and conditions and the agent has ability to press PAUSE/PLAY if needed.

This could be introduce into script of a queue if possible?

Surely there's such methods right?

Thanks

We usually provide a button on a script for the agent that invokes a secure flow that plays the announcement.   You can have many variations on this theme to cover your use case.

Hi All,

Hoping someone could assist or point me in the right direction.

I'm looking at introducing an option where you can consult a caller into a call where they can listen to an audio message like listening to terms and conditions and the agent has ability to press PAUSE/PLAY if needed.

This could be introduce into script of a queue if possible?

Surely there's such methods right?

Thanks

Hi Robert

are you saying that the variables can be introduced in the script to press PAUSE/PLAY/STOP ect...?

We usually provide a button on a script for the agent that invokes a secure flow that plays the announcement.   You can have many variations on this theme to cover your use case.

Hi All,

Hoping someone could assist or point me in the right direction.

I'm looking at introducing an option where you can consult a caller into a call where they can listen to an audio message like listening to terms and conditions and the agent has ability to press PAUSE/PLAY if needed.

This could be introduce into script of a queue if possible?

Surely there's such methods right?

Thanks