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  • 1.  Miranda and Recording process for manually dialed Outbound calls

    Posted 11-09-2023 16:02

    Hi all - long time PureConnect customer here - finally making the move to Genesys Cloud and going live in a couple of weeks.  As we've been migrating our processes to GC we have one process that we're stumped on.  In PC - we have a process where our agents place Outbound calls and when they connect to the customer - a Miranda message (Your call may be recorded for quality purposes...) is played which can be heard by both the agent and customer - and the agent has the ability to hit # or * if a live person doesn't answer stop the message and recording process.  In GC - we've tried to implement similar functionality but so far the best that Genesys and our Partner can come up with is to play a Miranda message from a secure flow which is only heard by the customer.  This solution won't meet our legal or pass our UAT requirements - so we're looking for an alternate solution - or we may simply disable the recording process for these type of calls.  Has anyone else ever faced such requirements - and if so how did you overcome these?

    Thanks,

    Ken Shea

    Principal Contact Center Architect

    Citrix Systems


    #Implementation

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    Kenneth Shea
    CITRIX SYSTEMS, INC.
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  • 2.  RE: Miranda and Recording process for manually dialed Outbound calls

    GENESYS
    Posted 11-10-2023 02:24

    Hi Kenneth,

    This indeed might be a little less striaghforward to execute within a lift and shift. However, would you be open to looking at an alternative approach with GC to see if that still aligns with your business needs?

    For exampe, when talking about an OB Call, what if the whole process was automated and the AM and Live Person detection was offloaded from the Agent? If you were to use a Progressive campaign for example, GC can dial one contact per each avialble Agent in the Queue. And whilst setting up this campaign, within the 'Call Analysis Response' section, you can easily define what happens when an Answering Machine is detected, and even the 'Beeps' for that matter. This way, you can create an 'Outbound Flow' giving you more control over the invidiual milestones a customer goes through with each scenario. If an Answering Machine is detected, the system can automatically Hang Up. If a Live person is detected, an Agent can be immediately connected. With this, many customers won't also get to hear an automated message as soon as they pick up.

    Now talking about the requirement of not retaining or deleting the recordings in case an Answering Machine is detected. This again is fairly easy with GC and there are mutliple ways through which this can be achieved. One easy way would be to Transfer to an OB flow in case an Answering Machine is detected and then within that flow, assign a Disposition/Queue for that interaction and then disconnect from within that flow itself. Then later, a recording policy to not retain any recording with the selected Disposition/Queue can be created. Based upon your analytical needs, you might want to decide on whether to go down the Disposition or the Queue route.

    Another way would be to Enable Consent recording on the trunk and only record the call in case a Live person is detected. This ofcourse will have to be well thought of in advance since it could affect your other channels/directions of interactions.

    Do let me know if that helps.

    Kind Regards,



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    John Lazarus
    Genesys - Employees
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  • 3.  RE: Miranda and Recording process for manually dialed Outbound calls

    Posted 11-14-2023 17:11

    Hey Kenneth,

    Just to be clear here, are you talking manually dialed calls, or calls using Dialer? From the context of your post, I'm assuming manually dialed.

    As I see it, there are two requirements here. Firstly, playing the message. Secondly stopping recording if Answering Machine etc.

    For the latter, probably the easiest would be to have a Wrap-Up code that the agent selects when a call went to machine / no answer and then set your policy to delete recordings with that Wrap-Up code/.

    I'm not sure about the former. You could possibly have a queue with no members, with an in-queue flow that plays the message and then disconnects. The Agent would then need to conference in the queue to play (and hear) the message. Not sure if that would work though (kinda thinking out loud here!) Outbound flows won't work as they are for use with Dialer...



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    Paul Simpson
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  • 4.  RE: Miranda and Recording process for manually dialed Outbound calls

    Posted 11-15-2023 16:15

    Thank you John and Paul for the replies and suggestions - much appreciated.  To add some context here - these calls would all be manually dialed Outbound calls placed by the agents - so we wouldn't be able to use any of the campaign features used with the outbound dialer components.  Paul - as we've been working with Genesys and our Partner they've suggested using some ideas similar to what you're talking about - that being some sort of conference process with In Queue Flows - so we're going to wait to see what they come back with.  For now we're going to proceed with our go live over the next few weeks - and then table this topic until our next phase in December - so I'll be sure to post back with what we decide on.

    Thanks,

    Ken Shea

    Principal Contact Center Architect

    Citrix Systems



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    Kenneth Shea
    CITRIX SYSTEMS, INC.
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  • 5.  RE: Miranda and Recording process for manually dialed Outbound calls

    Posted 06-13-2024 07:28

    Hi Kenneth. 

    Have you found a solution to play a Miranda message when agents place Outbound calls? 

    I have a customer that needs the same function and would love to hear what way you decided to go for. 

    Regards, 

    Guðmundur. 



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    Gudmundur Sveinsson
    Advania Island ehf
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  • 6.  RE: Miranda and Recording process for manually dialed Outbound calls

    Posted 06-17-2024 22:34

    Hi Kenneth,

    I would go with Paul's suggestion to use the Conference button in the Agent UI. However, I would propose of using the Inbound Call Flow type that plays the regulatory message and disconnects the call. For this purpose, you can use a dummy DID (for example, 5555555551) that routes to this Flow, create an External Contact, e.g., "Miranda Compliance" and assign this dummy DID to it. 

    When they make a manual outbound call, the agents should conference "Miranda Compliance" to play the message.  



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    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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  • 7.  RE: Miranda and Recording process for manually dialed Outbound calls

    Posted 29 days ago

    You don't actually need a dummy number - you can transfer to "flow@localhost" (put this in the External contact.) One less thing to manage!

    Also, for situations where a Script is in use (not this case, but for anyone else stumbling across this thread) as long as you don't need the Agent to hear the message, or it to be recorded, yo could sue a Secure Flow. Regardless of whether you transfer to a Secure Flow, or conference in an Inbound Call Flow, you can have the script auto-execute the action on page load.

    HTH



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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  • 8.  RE: Miranda and Recording process for manually dialed Outbound calls

    Posted 29 days ago

    @Paul Simpson Agree that "flow@localhost" can be used instead of dummy DID! It was given as an example to use Inbound Call flow :-) 

    Configuring a Queue with no members is a bit vague. 

    If I'm not mistaken, one of the requirements for this "Miranda compliance" message must be heard by both parties: the agent and the customer. Unfortunately, as you know, the agent is not on the voice path with Secure Flow.  

    For one of our customers, with the similar requirement (and they didn't need the agent to hear the message) we have implemented Secure Flow to be invoked on page load. 



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    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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