Genesys Cloud - Main

​Hi,
we have implemented GDPR message when agent answer through a script that invoke a secure flow when agent answer call. Customer should hear  different message when agent answer from different country (Italy, France, etc...).
1.Call enter to agent (autoanswer in on)
2.Script associated with the queue invoke secure flow
3.Secure flow recognizes nationality of the agent and play differente message. Then return control to agent
4.Agent start coversation with customer

All is working, but sometimes (30% of calls) call is marked as flowout type IVR even if agent as correctly answered the call.
Also our customer asks the possibility to include gdpr message in the call recording.

Do you have any idea of other type of implementation ?
Also why calls are marked as flowout  ?

Thanks in advance.
Rino


#Implementation
#Routing(ACD/IVR)

------------------------------
Rino Landro
CENTRICO S.P.A.
------------------------------

Hello, 

I'm curious why you do not play the GDPR message directly in IVR just before transfering to InQ flow ? what is the business requirement of your client to make this complex behaviour just for a message ?

Regards,

------------------------------
Gurwan Duplenne
Genesys - Employees
------------------------------

Original Message:
Sent: 06-07-2021 11:33
From: Rino Landro
Subject: Play GDPR country message when agent answer

​Hi,
we have implemented GDPR message when agent answer through a script that invoke a secure flow when agent answer call. Customer should hear  different message when agent answer from different country (Italy, France, etc...).
1.Call enter to agent (autoanswer in on)
2.Script associated with the queue invoke secure flow
3.Secure flow recognizes nationality of the agent and play differente message. Then return control to agent
4.Agent start coversation with customer

All is working, but sometimes (30% of calls) call is marked as flowout type IVR even if agent as correctly answered the call.
Also our customer asks the possibility to include gdpr message in the call recording.

Do you have any idea of other type of implementation ?
Also why calls are marked as flowout  ?

Thanks in advance.
Rino


#Implementation
#Routing(ACD/IVR)

------------------------------
Rino Landro
CENTRICO S.P.A.
------------------------------

Hi,
the need is to make the customer listen to a different message if the agent replies from Italy or from other countries (an operator replies from Italy, France, etc.).
But in InQ flow is not possibile to know who will take the call like in genesys on premise.

Regards
Rino

------------------------------
Rino Landro
CENTRICO S.P.A.
------------------------------

Original Message:
Sent: 06-07-2021 13:24
From: Gurwan Duplenne
Subject: Play GDPR country message when agent answer

Hello,

I'm curious why you do not play the GDPR message directly in IVR just before transfering to InQ flow ? what is the business requirement of your client to make this complex behaviour just for a message ?

Regards,

------------------------------
Gurwan Duplenne
Genesys - Employees

Original Message:
Sent: 06-07-2021 11:33
From: Rino Landro
Subject: Play GDPR country message when agent answer

​Hi,
we have implemented GDPR message when agent answer through a script that invoke a secure flow when agent answer call. Customer should hear  different message when agent answer from different country (Italy, France, etc...).
1.Call enter to agent (autoanswer in on)
2.Script associated with the queue invoke secure flow
3.Secure flow recognizes nationality of the agent and play differente message. Then return control to agent
4.Agent start coversation with customer

All is working, but sometimes (30% of calls) call is marked as flowout type IVR even if agent as correctly answered the call.
Also our customer asks the possibility to include gdpr message in the call recording.

Do you have any idea of other type of implementation ?
Also why calls are marked as flowout  ?

Thanks in advance.
Rino


#Implementation
#Routing(ACD/IVR)

------------------------------
Rino Landro
CENTRICO S.P.A.
------------------------------

Now i understand the usecase and unfortunately i can't help here.. this is the principe of secure flow, no record.
Now for your flow out issue, you may encounter some realtime issue when triggering your secure flow then interaction is considered leaving the queue without reaching a agent if the secure flow is launched too quick. Have you ever try to add a delay before triggering your secure flow ? Otherwise, i'd recommend to open a care ticket to investigate more on this.
Regards,

------------------------------
Gurwan Duplenne
Genesys - Employees
------------------------------

Original Message:
Sent: 06-08-2021 04:09
From: Rino Landro
Subject: Play GDPR country message when agent answer

Hi,
the need is to make the customer listen to a different message if the agent replies from Italy or from other countries (an operator replies from Italy, France, etc.).
But in InQ flow is not possibile to know who will take the call like in genesys on premise.

Regards
Rino

------------------------------
Rino Landro
CENTRICO S.P.A.

Original Message:
Sent: 06-07-2021 13:24
From: Gurwan Duplenne
Subject: Play GDPR country message when agent answer

Hello,

I'm curious why you do not play the GDPR message directly in IVR just before transfering to InQ flow ? what is the business requirement of your client to make this complex behaviour just for a message ?

Regards,

------------------------------
Gurwan Duplenne
Genesys - Employees

Original Message:
Sent: 06-07-2021 11:33
From: Rino Landro
Subject: Play GDPR country message when agent answer

​Hi,
we have implemented GDPR message when agent answer through a script that invoke a secure flow when agent answer call. Customer should hear  different message when agent answer from different country (Italy, France, etc...).
1.Call enter to agent (autoanswer in on)
2.Script associated with the queue invoke secure flow
3.Secure flow recognizes nationality of the agent and play differente message. Then return control to agent
4.Agent start coversation with customer

All is working, but sometimes (30% of calls) call is marked as flowout type IVR even if agent as correctly answered the call.
Also our customer asks the possibility to include gdpr message in the call recording.

Do you have any idea of other type of implementation ?
Also why calls are marked as flowout  ?

Thanks in advance.
Rino


#Implementation
#Routing(ACD/IVR)

------------------------------
Rino Landro
CENTRICO S.P.A.
------------------------------

Hi,
I have added a delay of 2 second in the script before invoke a secure flow and now no calls are  marked as flowout type IVR.
Thanks a lot !
However, I noticed that after this change some calls are traced as error.ininedgecontrol.session.inactive in the error code field of performance/interaction.
Is possible to know the meaning ?
Also would be useful to have a list of meaning of the errors visible in error code field.

Regards
Rino

------------------------------
Rino Landro
CENTRICO S.P.A.
------------------------------

Original Message:
Sent: 06-08-2021 04:35
From: Gurwan Duplenne
Subject: Play GDPR country message when agent answer

Now i understand the usecase and unfortunately i can't help here.. this is the principe of secure flow, no record.
Now for your flow out issue, you may encounter some realtime issue when triggering your secure flow then interaction is considered leaving the queue without reaching a agent if the secure flow is launched too quick. Have you ever try to add a delay before triggering your secure flow ? Otherwise, i'd recommend to open a care ticket to investigate more on this.
Regards,

------------------------------
Gurwan Duplenne
Genesys - Employees

Original Message:
Sent: 06-08-2021 04:09
From: Rino Landro
Subject: Play GDPR country message when agent answer

Hi,
the need is to make the customer listen to a different message if the agent replies from Italy or from other countries (an operator replies from Italy, France, etc.).
But in InQ flow is not possibile to know who will take the call like in genesys on premise.

Regards
Rino

------------------------------
Rino Landro
CENTRICO S.P.A.

Original Message:
Sent: 06-07-2021 13:24
From: Gurwan Duplenne
Subject: Play GDPR country message when agent answer

Hello,

I'm curious why you do not play the GDPR message directly in IVR just before transfering to InQ flow ? what is the business requirement of your client to make this complex behaviour just for a message ?

Regards,

------------------------------
Gurwan Duplenne
Genesys - Employees

Original Message:
Sent: 06-07-2021 11:33
From: Rino Landro
Subject: Play GDPR country message when agent answer

​Hi,
we have implemented GDPR message when agent answer through a script that invoke a secure flow when agent answer call. Customer should hear  different message when agent answer from different country (Italy, France, etc...).
1.Call enter to agent (autoanswer in on)
2.Script associated with the queue invoke secure flow
3.Secure flow recognizes nationality of the agent and play differente message. Then return control to agent
4.Agent start coversation with customer

All is working, but sometimes (30% of calls) call is marked as flowout type IVR even if agent as correctly answered the call.
Also our customer asks the possibility to include gdpr message in the call recording.

Do you have any idea of other type of implementation ?
Also why calls are marked as flowout  ?

Thanks in advance.
Rino


#Implementation
#Routing(ACD/IVR)

------------------------------
Rino Landro
CENTRICO S.P.A.
------------------------------