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  • 1.  Scripting - the art of the possible

    Posted 02-06-2025 11:12
    No replies, thread closed.

    Hi all,


    I'm just trying to work out the best way of doing something & wondered if anyone had tried anything similar...

    I am trying to use a Script so that when an Agent receives the Screen-Pop, as well as the information displayed to them, they also have a button which can be used to play the caller a recorded prompt message (this has been asked in the interest of consistency for the Customer Experience).

    Please let me know your thoughts & ideas if possible.


    #Unsure/Other

    ------------------------------
    Kind regards,

    Chris Diaper
    Telephony Engineer
    ------------------------------


  • 2.  RE: Scripting - the art of the possible

    Posted 02-06-2025 12:04
    No replies, thread closed.

    Interesting concept!  Can't wait to see what the community can provide



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Scripting - the art of the possible

    Posted 02-07-2025 06:13
    No replies, thread closed.

    I'm trying something using a button with a Click Action of "Scripter.Invoke Secure Flow" to see if it is possible to use the button to initiate the prompt for the customer to hear with the option selected to "Return After Flow Completion"



    ------------------------------
    Kind regards,

    Chris Diaper
    Telephony Engineer
    ------------------------------

    Original Message


  • 4.  RE: Scripting - the art of the possible

    Posted 02-07-2025 06:21
    No replies, thread closed.

    *Update* I have this working!



    ------------------------------
    Kind regards,

    Chris Diaper
    Telephony Engineer
    ------------------------------

    Original Message


  • 5.  RE: Scripting - the art of the possible

    Posted 02-10-2025 04:34
    No replies, thread closed.

    Sorry, one more question on this.

    As I understand it, Secure Flows are the only option for an agent to send a customer to an IVR, returning to the agent when it ends?

    What I am trying to test here works, but it does not record this portion of the call which is not sensitive information (this is due to the natural design of the Secure Flow). Is there any way to override this or another option that can be suggested?

    Many thanks,



    ------------------------------
    Kind regards,

    Chris Diaper
    Telephony Engineer
    ------------------------------

    Original Message


  • 6.  RE: Scripting - the art of the possible
    Best Answer

    Posted 02-12-2025 04:47
    No replies, thread closed.

    Hi Chris,

    Did something similar about a year ago for a customer and yes Secure Flow was the only flow we had available to transfer to.

    Incase you haven't already seen it, the Agent Greeting feature is something Genesys are currently developing as well, so depending on when you need it, maybe you could wait until its released and save your efforts :) . The idea is https://genesyscloud.ideas.aha.io/ideas/INB-I-986 . 

    Last update at the end of 2024 was - GA targeted for end of March, and there could be a beta before that date too. 

    Overall the feature will do the following:

    • Enable agents to record greetings in multiple languages for ACD Inbound and Outbound calls. This will be done by the preferences page in the desktop agent UI.

    • Once an ACD Call comes in, the platform will choose a greeting in the right language based on various language settings available today ( trunk, architect flow , etc ).

    • The greeting is played to both the agent and the customer as soon as the connection is established.

    Thanks,
    Marian



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    Marian OConnell
    Senior Product Expert
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    Original Message


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