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

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

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...

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

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

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...

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

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

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...

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

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.  

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

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...

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

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

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.  

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

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...

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