Genesys Cloud - Main

Back in May Genesys released a long-requested update for allowing Auto Answer when working campaigns in Preview Mode.  While this is beneficial from an administration perspective, a lot of the telephone agents are complaining that it's not clear enough when an interaction starts.  

Whisper only appears to work upon the call being placed (unless I'm setting it up incorrectly).  Any idea how there can be some sort of indication, whether it be a verbal prompt or a simple beep, whenever the Preview Auto Answer interaction begins?  

Couldn't find anything with a quick search, so any help would be appreciated.

Thanks!

#Implementation
#Outbound

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Steven Busse
Vice President, Lead Business Analyst
M&T Bank
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Hello Steven, 

Reading our documentation it looks like you can set whisper audio for agents that have auto answer. You would have to configure this in the flow as a whisper action. 

Hope this helps!

Cheers, 

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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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Hey Cameron, thank you for the response.  Within Queue Administration I did a few tests already before reaching out.  I checked first and foremost to make sure that "Play whisper audio for all agents" was toggled, and ensured a whisper action was set; one that I know works on our incoming calls.  I tested with Audio and TTS.  Tried flipping it off entirely to see if it just "beeps"; which it does not.  Then I re-tested all of my scenarios with "Only play whisper audio if agent is configured with auto-answer" (and of course made sure I was configured for auto answer).  Nothing happens upon the interaction activating in Genesys.  

Call Flows are far from my expertise; so if I'm still doing something incorrectly, please let me know.  My queues do not have any "flow" set on our Outbound Queues; as they are just direct calls from the campaign and don't involve a flow.  If this is the issue, and I need to have some sort of an outbound flow set in order for the Whisper function to work, that would explain a lot.

Thank you!

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Steven Busse
Vice President, Lead Business Analyst
M&T Bank
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Original Message:
Sent: 08-07-2024 11:10
From: Cameron Tomlin
Subject: Preview Auto Answer - Alert/Notification/Whisper

Hello Steven, 

Reading our documentation it looks like you can set whisper audio for agents that have auto answer. You would have to configure this in the flow as a whisper action. 

Hope this helps!

Cheers, 

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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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