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  • 1.  Ringtone heard prior to call connection

    Posted 05-31-2018 04:10
      |   view attached
    No replies, thread closed.
    We have noticed a dial tone/ ring tone before a call connects to agent.
    Previously this use to be a 2 second blank air.
    Has anyone else heard the same, its only started happening from today
    When did this change and how do I change it back?

    Have put to support as well

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    ------------------------------


  • 2.  RE: Ringtone heard prior to call connection

    Posted 05-31-2018 08:50
    No replies, thread closed.
    Hi Darryn,

    I believe I know what you mean.
    We had a kind of same problem since today.

    Seems that there is a new feature.

    1. Navigate to the queue (if more,- check all queues)
    2. Navigate to ' Voice'
    3. Change 'Whisper Audio' to first option (only play whisper audio if agent is configured for auto-answer)

    You might consider to leave it for queues which are used for outbound campaign. 

    See screenshot.

    Let me know if it helps.

    Whisper Audio


    ------------------------------
    Christian Ropertz
    Dealerdirect B.V.
    ------------------------------

    Original Message


  • 3.  RE: Ringtone heard prior to call connection

    Posted 05-31-2018 10:00
    No replies, thread closed.
    It's called configurable whisper audio, released yesterday.  https://help.mypurecloud.com/releasenote/may-30-2018/

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

    Original Message


  • 4.  RE: Ringtone heard prior to call connection

    Posted 05-31-2018 16:55
    No replies, thread closed.
    We may use the whisper in the future but I'd rather that Genesys had left the default as the way it is today with no audible prompt. Adding the ringtone/beep is a bit annoying for us given it has not been present in the past. If nothing else, give us the option to add the beep or turn it off.

    Use queue configured whisper audio: Use the whisper audio prompt configured for the queue. If no prompt is configured for a queue this will use the default beep behavior. For more information, see "Set behavior and thresholds for all interaction types" in Create queues.

    ------------------------------
    Scott Schleisman
    Bright Horizons Family Solutions LLC
    ------------------------------

    Original Message


  • 5.  RE: Ringtone heard prior to call connection

    Posted 05-31-2018 18:36
    No replies, thread closed.
    Agreed Scott, a default option to remove the beep.
    We shouldn't be all forced to take on whisper audio if we operate queues that don't require it.


    Considering its more of a feature for Inbound IVRs as opposed to outbound. Ive done some testing with it and while its great in the Inbound sense what it does lack is a Outbound Flow for dialer paths. If that existed then we could take advantage of this feature.

    @ Genesys, who decides that as a general consensus that though a small change has occurred its greatly impacted all of us?
    ​

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    ------------------------------

    Original Message


  • 6.  RE: Ringtone heard prior to call connection

    Posted 06-01-2018 01:48
    No replies, thread closed.
    In line with previous comment we had the same "issue" and had to change all our queues configuraiton. We shouldn't have had to change all our queues settings upon the release of a new feature we don't use. In case no whisper is selected we shouldn't hear the Tone which suddenly appeared.

    ------------------------------
    Mathieu Poulain
    AXA General Insurance Japan Limited.
    ------------------------------

    Original Message


  • 7.  RE: Ringtone heard prior to call connection

    Posted 06-01-2018 11:10
    No replies, thread closed.
    I would like to echo the responses. My team is very unhappy which this new feature. At least give us the option to not use this altogether, don't force us to do this. It really disrupts the flow when they are on outbound on power mode.

    ------------------------------
    Ly Tran
    Cardinal Health 5, LLC
    ------------------------------

    Original Message


  • 8.  RE: Ringtone heard prior to call connection
    Best Answer

    Posted 06-01-2018 17:32
    No replies, thread closed.
    Thank you for the candid feedback on the behavior of the recently released Configurable Whisper Audio feature. The goal of the feature is to provide more flexibility for agent whisper notifications when calls are connected than the previous default beep tone. The primary use case is for agents with auto-answer but it can be used for all agents if desired. Based on feedback from the field, including this Community thread, we have identified some unintended behaviors:

    A) Queues which were created     and saved before the feature became available are defaulting to playing whisper audio for all agents, while the default should be to only play for agents configured for auto-answer.

    B)     On Outbound ACD calls, ringback audio is being played on the customer leg while the whisper audio resource is playing for the agent.

    C)     On Outbound ACD calls, a short delay was added to allow for WebRTC audio flow to be established before the whisper audio starts playing. This eliminates clipping of the whisper audio. However, this delay is currently affecting all station types.

    The PureCloud team has evaluated the impact     from these unintended behaviors and has decided to temporarily disable the feature for all regions until these items are resolved. This will occur at some point between 5:30PM - 11:30PM ET on Friday, June 1.

    Upon disabling, whisper audio functionality will revert     to the pre-release behavior. Customers not using Outbound ACD or who otherwise desiring to keep the new functionality can manually opt-in by opening a Support ticket and requesting the Configurable Whisper Audio feature be enabled for their Org.

    We appreciate your valuable feedback     and patience while we work through these issues.




    ------------------------------
    Alan Lanteigne
    Sr. Product Manager (PureCloud Edge/SIP/Media)
    ------------------------------

    Original Message


  • 9.  RE: Ringtone heard prior to call connection

    Posted 08-29-2018 16:33
    No replies, thread closed.
    will there be any release to disable this feature completely if we don't want to use it? now my team is forced to hear the audible ring tone since i had to set it for users with auto answer but i told have a prompt attached. 

    we dont want this feature at all

    ------------------------------
    Ly Tran
    Cardinal Health 5, LLC
    ------------------------------

    Original Message


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