Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  How to set up a whisper audio

    Posted 07-24-2019 13:32
    No replies, thread closed.
    Can somebody point me to a resource on how to set up a whisper audio properly?

    I have found this:
    https://help.mypurecloud.com/articles/set-whisper-audio-action/

    ...but it doesn't really explain how to set up a whisper audio in architect.  I have tried several things in architect, set my users to receive it in the Contact Center/Queues/Voice section, but nobody seems to be hearing or receiving it.  I am obviously missing something but I can't find a simple how-to article. 

    Any help is much appreciated.
    #ArchitectureandDesign

    ------------------------------
    Pol Buckingham
    f'real foods llc
    ------------------------------


  • 2.  RE: How to set up a whisper audio
    Best Answer

    Posted 07-24-2019 14:35
    Edited by Pol Buckingham 07-24-2019 16:03
    No replies, thread closed.

    Add a Set Whisper Audio action in the Task before the Transfer to ACD action:


    If you want to use the prompt configured in the Queue settings under Admin leave the Whisper Audio setting at the default. Otherwise create the Audio Sequence as specified in the article https://help.mypurecloud.com/articles/set-audio-sequence/



    ------------------------------
    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: How to set up a whisper audio

    Posted 07-24-2019 16:04
    No replies, thread closed.
    Thank you, George!

    I had it in the wrong place.

    ------------------------------
    Pol Buckingham
    f'real foods llc
    ------------------------------

    Original Message


  • 4.  RE: How to set up a whisper audio

    Posted 09-06-2023 11:48
    No replies, thread closed.

    Are you able to set up a whisper on callback.  we have not been able to figure that out. 



    ------------------------------
    Clayton Curtis
    Enova Online Services, Inc.
    ------------------------------

    Original Message


  • 5.  RE: How to set up a whisper audio

    Posted 12-05-2023 09:48
    No replies, thread closed.

    Hi George!

    Would you happen to know if we can set up a whisper prompt for callback interactions as well?

    Thank you,



    ------------------------------
    Dianne
    ------------------------------

    Original Message


  • 6.  RE: How to set up a whisper audio

    Posted 12-05-2023 14:52
    No replies, thread closed.

    No, because the whisper uses the telephony connection to play the audio. A Callback is not a connected call, so there is no audio path.

    There is an Idea to play a whisper when the outbound call associated with a Callback is placed:

    https://genesyscloud.ideas.aha.io/ideas/CALL-I-4

    That's all I see right now.



    ------------------------------
    George Ganahl GCP (Genesys Cloud)
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


Related Content