Genesys Cloud - Main

My team is currently involved in the healthcare industry regarding Medicare products and required to read lengthy disclaimers to potential customers as part of our sales process. Rather than reading these disclaimers, I'm looking to record them and transfer callers to an audio file during the call which will cover the requirement. I'm looking to set up a scripter action that my team members can click on during the call to transfer the customer out to the audio, and then back to the team member again once it's done playing.

So far, the only option I've come across to accomplish this within PureCloud is the "Secure Flow" method; however, that option does not meet our requirements as the audio file played during the call is not capture. I understand that secure flows are intended to maintain privacy when collecting particular pieces of data.

I'm not a developer and have limited IT expertise. I'm interested in other suggested solutions that will accomplish the following. All of this should be retained within a single interaction timeline:

• Allow the call center agent to trigger the audio recording with a click of the button
• Capture the audio disclaimer that is played for the customer as part of the call recording within PureCloud
• Return the customer back to the original call center agent once the audio file has played out

I appreciate any suggestions, sample screenshots, or custom scripter actions that have been created.
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Matthew Ackerman
TGG Solutions
------------------------------

There's an idea for that, vote for it if you agree: https://purecloud.ideas.aha.io/ideas/CLDIG-I-149


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

Original Message:
Sent: 09-25-2019 16:59
From: Matthew Ackerman
Subject: Script Action: Transfer to Audio File During Call

My team is currently involved in the healthcare industry regarding Medicare products and required to read lengthy disclaimers to potential customers as part of our sales process. Rather than reading these disclaimers, I'm looking to record them and transfer callers to an audio file during the call which will cover the requirement. I'm looking to set up a scripter action that my team members can click on during the call to transfer the customer out to the audio, and then back to the team member again once it's done playing.

So far, the only option I've come across to accomplish this within PureCloud is the "Secure Flow" method; however, that option does not meet our requirements as the audio file played during the call is not capture. I understand that secure flows are intended to maintain privacy when collecting particular pieces of data.

I'm not a developer and have limited IT expertise. I'm interested in other suggested solutions that will accomplish the following. All of this should be retained within a single interaction timeline:

• Allow the call center agent to trigger the audio recording with a click of the button
• Capture the audio disclaimer that is played for the customer as part of the call recording within PureCloud
• Return the customer back to the original call center agent once the audio file has played out

I appreciate any suggestions, sample screenshots, or custom scripter actions that have been created.
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Matthew Ackerman
TGG Solutions
------------------------------

Thank you Melissa. I just went out and voted for this idea.

In essence, I'm looking to utilize the "Secure Flow" process just without it being secure. When I look at the "Secure flow" actions in Architect, I see that there is an action to "return the customer to the call center agent" It would be great if the methodology of the secure flow could be utilized and have an option for the customer to decide whether the flow needs to be secure or not, based on use case.

Just my opinion. Thanks!

------------------------------
Matthew Ackerman
TGG SolutionsNew Business Manager
------------------------------

Original Message:
Sent: 09-26-2019 11:19
From: Melissa Bailey
Subject: Script Action: Transfer to Audio File During Call

There's an idea for that, vote for it if you agree: https://purecloud.ideas.aha.io/ideas/CLDIG-I-149


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

Original Message:
Sent: 09-25-2019 16:59
From: Matthew Ackerman
Subject: Script Action: Transfer to Audio File During Call

My team is currently involved in the healthcare industry regarding Medicare products and required to read lengthy disclaimers to potential customers as part of our sales process. Rather than reading these disclaimers, I'm looking to record them and transfer callers to an audio file during the call which will cover the requirement. I'm looking to set up a scripter action that my team members can click on during the call to transfer the customer out to the audio, and then back to the team member again once it's done playing.

So far, the only option I've come across to accomplish this within PureCloud is the "Secure Flow" method; however, that option does not meet our requirements as the audio file played during the call is not capture. I understand that secure flows are intended to maintain privacy when collecting particular pieces of data.

I'm not a developer and have limited IT expertise. I'm interested in other suggested solutions that will accomplish the following. All of this should be retained within a single interaction timeline:

• Allow the call center agent to trigger the audio recording with a click of the button
• Capture the audio disclaimer that is played for the customer as part of the call recording within PureCloud
• Return the customer back to the original call center agent once the audio file has played out

I appreciate any suggestions, sample screenshots, or custom scripter actions that have been created.
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Matthew Ackerman
TGG Solutions
------------------------------

Hi Matthew,  just curious..  Is there a reason you wouldn't have the customer hear the disclaimer before speaking with an agent?  This would allow the customer to be read the disclaimer,  the call to be recorded & the call to route to an agent. 

In the above case, an audio file attached to a specific option as a pre transfer audio would suffice.

------------------------------
[Erin] [Neufeld]
[Business Systems Analyst]
[Kal Tire]
------------------------------

Original Message:
Sent: 09-25-2019 16:59
From: Matthew Ackerman
Subject: Script Action: Transfer to Audio File During Call

My team is currently involved in the healthcare industry regarding Medicare products and required to read lengthy disclaimers to potential customers as part of our sales process. Rather than reading these disclaimers, I'm looking to record them and transfer callers to an audio file during the call which will cover the requirement. I'm looking to set up a scripter action that my team members can click on during the call to transfer the customer out to the audio, and then back to the team member again once it's done playing.

So far, the only option I've come across to accomplish this within PureCloud is the "Secure Flow" method; however, that option does not meet our requirements as the audio file played during the call is not capture. I understand that secure flows are intended to maintain privacy when collecting particular pieces of data.

I'm not a developer and have limited IT expertise. I'm interested in other suggested solutions that will accomplish the following. All of this should be retained within a single interaction timeline:

• Allow the call center agent to trigger the audio recording with a click of the button
• Capture the audio disclaimer that is played for the customer as part of the call recording within PureCloud
• Return the customer back to the original call center agent once the audio file has played out

I appreciate any suggestions, sample screenshots, or custom scripter actions that have been created.
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Matthew Ackerman
TGG Solutions
------------------------------

Hi Erin,

The disclaimer(s) that need to be played are insurance product specific - the information about which disclaimer to use is not available until partway through the call when the customer specifies exactly which product they want to purchase. Since this is a Medicare-compliant call center, we have to follow the call script we get to the "T"; the enrollment disclaimers need to be presented towards the end of the call.


------------------------------
Matthew Ackerman
TGG Solutions
------------------------------

Original Message:
Sent: 09-26-2019 11:21
From: Erin Neufeld
Subject: Script Action: Transfer to Audio File During Call

Hi Matthew,  just curious..  Is there a reason you wouldn't have the customer hear the disclaimer before speaking with an agent?  This would allow the customer to be read the disclaimer,  the call to be recorded & the call to route to an agent.

In the above case, an audio file attached to a specific option as a pre transfer audio would suffice.

------------------------------
[Erin] [Neufeld]
[Business Systems Analyst]
[Kal Tire]

Original Message:
Sent: 09-25-2019 16:59
From: Matthew Ackerman
Subject: Script Action: Transfer to Audio File During Call

My team is currently involved in the healthcare industry regarding Medicare products and required to read lengthy disclaimers to potential customers as part of our sales process. Rather than reading these disclaimers, I'm looking to record them and transfer callers to an audio file during the call which will cover the requirement. I'm looking to set up a scripter action that my team members can click on during the call to transfer the customer out to the audio, and then back to the team member again once it's done playing.

So far, the only option I've come across to accomplish this within PureCloud is the "Secure Flow" method; however, that option does not meet our requirements as the audio file played during the call is not capture. I understand that secure flows are intended to maintain privacy when collecting particular pieces of data.

I'm not a developer and have limited IT expertise. I'm interested in other suggested solutions that will accomplish the following. All of this should be retained within a single interaction timeline:

• Allow the call center agent to trigger the audio recording with a click of the button
• Capture the audio disclaimer that is played for the customer as part of the call recording within PureCloud
• Return the customer back to the original call center agent once the audio file has played out

I appreciate any suggestions, sample screenshots, or custom scripter actions that have been created.
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Matthew Ackerman
TGG Solutions
------------------------------

How about to use the Consult Transfer action? You could create a simple call flow with the disclaimer prompt followed by disconnect and you would consult this call flow in while the agent is on a call with the customer.

------------------------------
Tomas Vadinsky, Cigna New Zealand
------------------------------

Original Message:
Sent: 09-25-2019 16:59
From: Matthew Ackerman
Subject: Script Action: Transfer to Audio File During Call

My team is currently involved in the healthcare industry regarding Medicare products and required to read lengthy disclaimers to potential customers as part of our sales process. Rather than reading these disclaimers, I'm looking to record them and transfer callers to an audio file during the call which will cover the requirement. I'm looking to set up a scripter action that my team members can click on during the call to transfer the customer out to the audio, and then back to the team member again once it's done playing.

So far, the only option I've come across to accomplish this within PureCloud is the "Secure Flow" method; however, that option does not meet our requirements as the audio file played during the call is not capture. I understand that secure flows are intended to maintain privacy when collecting particular pieces of data.

I'm not a developer and have limited IT expertise. I'm interested in other suggested solutions that will accomplish the following. All of this should be retained within a single interaction timeline:

• Allow the call center agent to trigger the audio recording with a click of the button
• Capture the audio disclaimer that is played for the customer as part of the call recording within PureCloud
• Return the customer back to the original call center agent once the audio file has played out

I appreciate any suggestions, sample screenshots, or custom scripter actions that have been created.
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Matthew Ackerman
TGG Solutions
------------------------------

I think that would work, as long as the consult call is made to one of the DID numbers for the org and rolls straight into the Inbound Call Flow. You'll probably want a brief bit of silence added to the Audio Sequence before playing to give the agent time to add the caller into the consult (otherwise the caller just hears hold music).

I experimented with it, and it appears that the IVR audio was recorded (normally internal calls audio is not recorded, but I think pulling the caller back into the consult allows the IVR portion to be recorded).

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 09-26-2019 19:25
From: Tomas Vadinsky
Subject: Script Action: Transfer to Audio File During Call

How about to use the Consult Transfer action? You could create a simple call flow with the disclaimer prompt followed by disconnect and you would consult this call flow in while the agent is on a call with the customer.

------------------------------
Tomas Vadinsky, Cigna New Zealand

Original Message:
Sent: 09-25-2019 16:59
From: Matthew Ackerman
Subject: Script Action: Transfer to Audio File During Call

My team is currently involved in the healthcare industry regarding Medicare products and required to read lengthy disclaimers to potential customers as part of our sales process. Rather than reading these disclaimers, I'm looking to record them and transfer callers to an audio file during the call which will cover the requirement. I'm looking to set up a scripter action that my team members can click on during the call to transfer the customer out to the audio, and then back to the team member again once it's done playing.

So far, the only option I've come across to accomplish this within PureCloud is the "Secure Flow" method; however, that option does not meet our requirements as the audio file played during the call is not capture. I understand that secure flows are intended to maintain privacy when collecting particular pieces of data.

I'm not a developer and have limited IT expertise. I'm interested in other suggested solutions that will accomplish the following. All of this should be retained within a single interaction timeline:

• Allow the call center agent to trigger the audio recording with a click of the button
• Capture the audio disclaimer that is played for the customer as part of the call recording within PureCloud
• Return the customer back to the original call center agent once the audio file has played out

I appreciate any suggestions, sample screenshots, or custom scripter actions that have been created.
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Matthew Ackerman
TGG Solutions
------------------------------