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  • 1.  In an inbound voice call flow, is there a way to collect callers input as a recorded wav file?

    Posted 10-11-2023 16:12
    No replies, thread closed.

    While the caller is going through IVR treatment, is there a way to ask for input from a caller and collect that input as a wav file associated with the interaction?  We currently collect the callers input as a transcript which is not ideal.  At this point, we capture the reply by turning on transcript at the beginning of the response and stopping transcription when the response ends.  The transcription has varying levels of quality based on the callers speech patterns and background noise.  And yes, we can record the entire call but this is also much less than ideal.  Calls can last many minutes and we need really need to capture the very precise response to one particular question posed to the caller which is likely to last maybe 15 to 30 seconds.


    #ArchitectureandDesign

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    Ed Mckenna
    TTEC Digital, LLC fka Avtex Solutions, LLC
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  • 2.  RE: In an inbound voice call flow, is there a way to collect callers input as a recorded wav file?

    Posted 10-15-2023 21:55
    No replies, thread closed.

    Best way is to just have them leave a voicemail and use that.  Otherwise, I usually suggest a simple both that uses an Any Slot  to just capture whatever they say and send that as an Email or write it out.  You still have the recording, but at least you have something you can send easily.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: In an inbound voice call flow, is there a way to collect callers input as a recorded wav file?

    Posted 10-16-2023 04:02
    No replies, thread closed.

    Hello Ed,

    I guessing you don't record the calls at all in this case, if so one option could be to start recording before the IVR option and you can then pause the recording via a Data Action (using the Genesys API) after the IVR option. That way you would get a recording of only the part you're interested in for each interaction.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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