Genesys Cloud - Main

Hi,

We have a announcement/prompt that is 50 seconds long. Due to the length, we only want to play it if the call is assigned to a specific que. My thought was to put the announcement/prompt in the in-queue call flow and only play it if the call is for the que.

If this can be done, and I'm sure it can be, how would I go about doing this?

Thanks,
Ben
#ArchitectureandDesign

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

Hi Ben,

If you want it to play before the call enters queue, then add the prompt to the Transfer to ACD action. If you really only want it to play in queue, copy the current In-Queue processing flow you are using, edit it and add the prompt, save and publish, and then assign the new In-Queue flow as the In-Queue Flow on the voice tab of the queue you want it to play on. You could also select the new flow at the Transfer to ACD action, but doing so at the Queue level would also apply to calls transferred to the queue.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC
------------------------------

Original Message:
Sent: 06-15-2020 12:06
From: Ben Marthin
Subject: Play Message based on queue assignement

Hi,

We have a announcement/prompt that is 50 seconds long. Due to the length, we only want to play it if the call is assigned to a specific que. My thought was to put the announcement/prompt in the in-queue call flow and only play it if the call is for the que.

If this can be done, and I'm sure it can be, how would I go about doing this?

Thanks,
Ben
#ArchitectureandDesign

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

The in-queue flow has a built-in variable Call.CurrentQueue.  You can check that variable to decide whether to play your message

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 06-15-2020 12:59
From: Daniel McLeod
Subject: Play Message based on queue assignement

Hi Ben,

If you want it to play before the call enters queue, then add the prompt to the Transfer to ACD action. If you really only want it to play in queue, copy the current In-Queue processing flow you are using, edit it and add the prompt, save and publish, and then assign the new In-Queue flow as the In-Queue Flow on the voice tab of the queue you want it to play on. You could also select the new flow at the Transfer to ACD action, but doing so at the Queue level would also apply to calls transferred to the queue.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 06-15-2020 12:06
From: Ben Marthin
Subject: Play Message based on queue assignement

Hi,

We have a announcement/prompt that is 50 seconds long. Due to the length, we only want to play it if the call is assigned to a specific que. My thought was to put the announcement/prompt in the in-queue call flow and only play it if the call is for the que.

If this can be done, and I'm sure it can be, how would I go about doing this?

Thanks,
Ben
#ArchitectureandDesign

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

Thanks Melissa, this is what I was hoping to be able to do. Can you point me to an example that will help me program this?

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

Original Message:
Sent: 06-16-2020 09:40
From: Melissa Bailey
Subject: Play Message based on queue assignement

The in-queue flow has a built-in variable Call.CurrentQueue.  You can check that variable to decide whether to play your message

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 06-15-2020 12:59
From: Daniel McLeod
Subject: Play Message based on queue assignement

Hi Ben,

If you want it to play before the call enters queue, then add the prompt to the Transfer to ACD action. If you really only want it to play in queue, copy the current In-Queue processing flow you are using, edit it and add the prompt, save and publish, and then assign the new In-Queue flow as the In-Queue Flow on the voice tab of the queue you want it to play on. You could also select the new flow at the Transfer to ACD action, but doing so at the Queue level would also apply to calls transferred to the queue.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 06-15-2020 12:06
From: Ben Marthin
Subject: Play Message based on queue assignement

Hi,

We have a announcement/prompt that is 50 seconds long. Due to the length, we only want to play it if the call is assigned to a specific que. My thought was to put the announcement/prompt in the in-queue call flow and only play it if the call is for the que.

If this can be done, and I'm sure it can be, how would I go about doing this?

Thanks,
Ben
#ArchitectureandDesign

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

See the screenshot I attached above

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 06-16-2020 10:46
From: Ben Marthin
Subject: Play Message based on queue assignement

Thanks Melissa, this is what I was hoping to be able to do. Can you point me to an example that will help me program this?

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019

Original Message:
Sent: 06-16-2020 09:40
From: Melissa Bailey
Subject: Play Message based on queue assignement

The in-queue flow has a built-in variable Call.CurrentQueue.  You can check that variable to decide whether to play your message

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 06-15-2020 12:59
From: Daniel McLeod
Subject: Play Message based on queue assignement

Hi Ben,

If you want it to play before the call enters queue, then add the prompt to the Transfer to ACD action. If you really only want it to play in queue, copy the current In-Queue processing flow you are using, edit it and add the prompt, save and publish, and then assign the new In-Queue flow as the In-Queue Flow on the voice tab of the queue you want it to play on. You could also select the new flow at the Transfer to ACD action, but doing so at the Queue level would also apply to calls transferred to the queue.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 06-15-2020 12:06
From: Ben Marthin
Subject: Play Message based on queue assignement

Hi,

We have a announcement/prompt that is 50 seconds long. Due to the length, we only want to play it if the call is assigned to a specific que. My thought was to put the announcement/prompt in the in-queue call flow and only play it if the call is for the que.

If this can be done, and I'm sure it can be, how would I go about doing this?

Thanks,
Ben
#ArchitectureandDesign

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

Thanks Melissa!

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------

Original Message:
Sent: 06-16-2020 10:52
From: Melissa Bailey
Subject: Play Message based on queue assignement

See the screenshot I attached above

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 06-16-2020 10:46
From: Ben Marthin
Subject: Play Message based on queue assignement

Thanks Melissa, this is what I was hoping to be able to do. Can you point me to an example that will help me program this?

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019

Original Message:
Sent: 06-16-2020 09:40
From: Melissa Bailey
Subject: Play Message based on queue assignement

The in-queue flow has a built-in variable Call.CurrentQueue.  You can check that variable to decide whether to play your message

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 06-15-2020 12:59
From: Daniel McLeod
Subject: Play Message based on queue assignement

Hi Ben,

If you want it to play before the call enters queue, then add the prompt to the Transfer to ACD action. If you really only want it to play in queue, copy the current In-Queue processing flow you are using, edit it and add the prompt, save and publish, and then assign the new In-Queue flow as the In-Queue Flow on the voice tab of the queue you want it to play on. You could also select the new flow at the Transfer to ACD action, but doing so at the Queue level would also apply to calls transferred to the queue.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 06-15-2020 12:06
From: Ben Marthin
Subject: Play Message based on queue assignement

Hi,

We have a announcement/prompt that is 50 seconds long. Due to the length, we only want to play it if the call is assigned to a specific que. My thought was to put the announcement/prompt in the in-queue call flow and only play it if the call is for the que.

If this can be done, and I'm sure it can be, how would I go about doing this?

Thanks,
Ben
#ArchitectureandDesign

------------------------------
Ben Marthin
Vehicle Service Group, LLC
Genesys Cloud Go Live: 7/2019
------------------------------