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  • 1.  Playing a processing prompt during data action

    Posted 08-09-2023 01:09
    No replies, thread closed.

    Hello all, 

    we have a data action that takes a bit of time to process (around 5 seconds)

    Is it possible to force play an entire prompt (around 9 seconds) while the data action is processing in the background?

    for example, to hear a welcome message during the data action processing? 

    Thank you


    #ArchitectureandDesign
    #Routing(ACD/IVR)


  • 2.  RE: Playing a processing prompt during data action

    Posted 08-19-2023 18:13
    No replies, thread closed.

    There is a prompt called processing that plays when data actions are taking too long.  You can find the following here: https://help.mypurecloud.com/articles/call-data-action/

    Processing Prompt

    Select an audio prompt that plays during longer Call Data Actions. The audio lets callers know that the interaction is experiencing extended processing times. This option confirms for the user that the interaction did not disconnect but is still in progress.

    Notes:

    • The prompt must be an audio file. Text-to-speech (TTS) is not supported.
    • This prompt only plays once and does not repeat.
    • The prompt has a one-second initial delay.
    • The prompt plays an audio file of any length and ends when audio completes or after 3 seconds, whichever comes first.
    • The initial delay and three-second playing time are theoretical values. Loading and other factors that affect performance may affect performance.
    • If audio is less than 3 seconds, the system does not repeat audio to meet the 3 second minimum.
    • Best practice recommends an audio file of at least 60 seconds. If historically, your data calls do not take up that amount of time, you do not need to adhere to this recommendation.

     



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