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  • 1.  Play Mini-Miranda with a prompt

    Posted 02-06-2020 21:47
    No replies, thread closed.
    My customer is having issues with their agents failing QA for not saying the mini-miranda. They want me to add a play prompt button that the agent can press but I told them that purecloud doesn't offer that. Is there a work around using architect or another way that the agent can play the mini-miranda while they are verifying who they are? Thanks in advance. 

    Bryan
    #Routing(ACD/IVR)
    #System Administration
    #Unsure/Other
    #Community Videos (TAM, QA, etc.)

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    Bryan De La Cruz
    Island Mountain Development Group
    ------------------------------


  • 2.  RE: Play Mini-Miranda with a prompt

    Posted 02-06-2020 22:00
    No replies, thread closed.
    I usually put a button on a script that runs a secure pause with the miranda and include a wrap-up code to show it was played.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Play Mini-Miranda with a prompt

    Posted 02-10-2020 10:22
    No replies, thread closed.
    Make sure you disable barge-in or the caller can skip it by pressing a button on the phone.
    https://help.mypurecloud.com/articles/about-barge-in-options/

    ------------------------------
    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 4.  RE: Play Mini-Miranda with a prompt

    Posted 02-12-2020 14:49
    No replies, thread closed.
    So you create a button with the action custom>Secure Pause. What action do you select to play the mini miranda?

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    Bryan De La Cruz
    Island Mountain Development Group
    ------------------------------

    Original Message


  • 5.  RE: Play Mini-Miranda with a prompt
    Best Answer

    Posted 02-12-2020 15:00
    No replies, thread closed.
    Secure IVR, not Pause.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 6.  RE: Play Mini-Miranda with a prompt

    Posted 02-12-2020 15:08
    No replies, thread closed.
    You're the man Robert! Thank you sir. 

    Bryan

    ------------------------------
    Bryan De La Cruz
    Island Mountain Development Group
    ------------------------------

    Original Message


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