Chris_Phillips | 2020-04-09 22:59:27 UTC | #1
Hello
One of our business users saw/reported a demo of a custom AGENT greeting message being played on pickup: eg
- Call rings to agent (customer hears the queues on hold musak)
- Agent picks up
- Custom agent audio played (Hi this is Jeff, how can I help you)
- Agent is quiet while custom greeting played
- Customer says "hi jeff ..."
- normal conversation ensues
Unfortunately I don't have info beyond that about this demo/feature.
I found something called an "Agent Greeting", but it sounds like it is something that gets played in step 1 when its alerting the agent, and wouldn't work for us as often the first agent might not answer and it will go to a second (or maybe even a 3rd).
Thanks
Chris
anon28066628 | 2020-04-10 14:24:12 UTC | #2
Hi Chris, this question is more suited for the Community Forum at https://community.genesys.com/. Briefly, you can create a Script that uses the Invoke Secure Flow action as the initial action. This transfers the caller to a Flow where they hear a message, and the flow returns the caller to the Agent.
As to which message to play, you can pass the Agent's email address as the Flow's invocation data. The Flow can then decide which message to play based on this email address, if the Prompt is to be personalized per-Agent. You can use switch/case for a small number of Agents. Or, more flexibly, maintain a Data Table that matches Agent email addresses with corresponding Prompt names. The Flow can then use FindPrompt to fetch the correct Prompt based on the Agent's email address.
https://help.mypurecloud.com/articles/available-script-actions/
system | 2020-05-11 14:24:15 UTC | #3
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This post was migrated from the old Developer Forum.
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