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  • 1.  Genesys Speech Recognition - Auto Attendant

    Posted 04-16-2024 15:57
    Edited by Ramamoorthy Shanmugam 04-22-2024 09:40

    Hi All,

    We are looking for AA flow recommendations:  if you want to reach an agent by first name or last name or if you know their extension please enter it now. Please confirm whether this is possible or not in Genesys cloud default solution.

    Search by extension is possible please confirm the first name and last name.  If this is not available by default how do we achieve using a custom development or 3rd party or out of box solutions?

    Also if the directory or Data table matches the first name/last name as a similar name how it will be resolved because we have more than 3K to 5K users list?


    Ramamoorthy Shanmugam
    Softel Communications Inc.

  • 2.  RE: Genesys Speech Recognition - Auto Attendant

    Posted 29 days ago

    I would suggest a bot with and Any Slot.  You could probably have utterances for both the Any Slot and for the extension so it will match either.  I would then look at the slot type and if extension, do the transfer and if a name, use the search feature for the users and get the extension. You will need an API call for the later.  

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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