Genesys Cloud - Main

Hi everyone,

I'm trying to implement the following use case in Architect inbound call flow:

• if an agent doesn't pick up the call in 40 seconds a wav audio will play saying "Thank you for contacting the commercial customer service....."
  How can I implement this feature?
• I don't want to transfer the call to a voice mail. I can't understand which expression do I need to enter to implement it.

Can anyone help me with this?

Thanks

#ArchitectureandDesign

------------------------------
Alessandro Leonzio
SNAM S.p.A.
------------------------------

By agent, I assume you mean you're using a transfer to acd action and the call is waiting in queue.  The inbound call flow is not running at this point.   You need to create an inqueue call flow and select it in the transfer to acd action.  In the inqueue flow, play hold music for 40 seconds then add a play audio action with your message.  Then what else do you want to do? The inqueue flow loops through itself repeatedly until an agent answers the call or the caller hangs up.  If you only want to to play that message once then you need to put some additional logic in.  If you want it to repeat then you're done.

If you are using a transfer to user action instead, you can set the connect timeout but depending on whether the agent is online or not it might go to their voicemail in less than 40 seconds.  You can disable allow rollover to voicemail but it will might return earlier than 40 seconds.  Play your message in either the failed transfer audio or a play audio in the failure path of the transfer.  And then decide what else you want to do.

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

I'm using a transfer to number action instead.
I would like to implement after the "transfer to number" action (case 1) an audio file if the agent doesn't answer call in 40 seconds.
I'm not using an ACD action.





------------------------------
Alessandro Leonzio
SNAM S.p.A.
------------------------------

Original Message:
Sent: 04-04-2022 12:24
From: Melissa Bailey
Subject: Playing a wav audio if agent doesn't pick up call

By agent, I assume you mean you're using a transfer to acd action and the call is waiting in queue.  The inbound call flow is not running at this point.   You need to create an inqueue call flow and select it in the transfer to acd action.  In the inqueue flow, play hold music for 40 seconds then add a play audio action with your message.  Then what else do you want to do? The inqueue flow loops through itself repeatedly until an agent answers the call or the caller hangs up.  If you only want to to play that message once then you need to put some additional logic in.  If you want it to repeat then you're done.

If you are using a transfer to user action instead, you can set the connect timeout but depending on whether the agent is online or not it might go to their voicemail in less than 40 seconds.  You can disable allow rollover to voicemail but it will might return earlier than 40 seconds.  Play your message in either the failed transfer audio or a play audio in the failure path of the transfer.  And then decide what else you want to do.

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

You can still set the connect timeout.  However if the person you call has voicemail set up it's still likely to answer before 40 seconds.  That counts as a successful answer to the flow, so the flow ends.  If neither the person picks up nor voicemail starts in 40 seconds, the flow will come back and take the failure path.  Play your message and continue with your flow design.

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

Original Message:
Sent: 04-05-2022 04:11
From: Alessandro Leonzio
Subject: Playing a wav audio if agent doesn't pick up call

I'm using a transfer to number action instead.
I would like to implement after the "transfer to number" action (case 1) an audio file if the agent doesn't answer call in 40 seconds.
I'm not using an ACD action.

------------------------------
Alessandro Leonzio
SNAM S.p.A.
------------------------------


Original Message:
Sent: 04-04-2022 12:24
From: Melissa Bailey
Subject: Playing a wav audio if agent doesn't pick up call

By agent, I assume you mean you're using a transfer to acd action and the call is waiting in queue.  The inbound call flow is not running at this point.   You need to create an inqueue call flow and select it in the transfer to acd action.  In the inqueue flow, play hold music for 40 seconds then add a play audio action with your message.  Then what else do you want to do? The inqueue flow loops through itself repeatedly until an agent answers the call or the caller hangs up.  If you only want to to play that message once then you need to put some additional logic in.  If you want it to repeat then you're done.

If you are using a transfer to user action instead, you can set the connect timeout but depending on whether the agent is online or not it might go to their voicemail in less than 40 seconds.  You can disable allow rollover to voicemail but it will might return earlier than 40 seconds.  Play your message in either the failed transfer audio or a play audio in the failure path of the transfer.  And then decide what else you want to do.

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