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  • 1.  Select a callback and also complete a recording

    Posted 08-27-2019 21:09
    No replies, thread closed.
    Is it possible for a caller to reach a callback, select a callback and also complete a recording with their query?

    Example:
    1. person calls in to the call center. 
    2. person is waiting until an agent comes available.
    3. person hears a callback option.
    4. person selects callback option. 
    5. person hears a recording asking them to say what their query is regarding so our agents can assist them faster. 
    6. person says what their query is about then hangs up.

    7. callback is assigned to the agent. 
    8. agent can listen to the recording and find the answer to the query. 
    9. agent can then call the person back with the answer to their query.
    #ArchitectureandDesign
    #Implementation
    #Telephony
    #Unsure/Other

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    Glen Tylee
    Fonterra
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  • 2.  RE: Select a callback and also complete a recording

    Posted 08-28-2019 09:25
    No replies, thread closed.
    Take a look at this thread where the solution is discussed:

    https://community.genesys.com/digestviewer29/viewthread?MessageKey=8a119dd8-164e-4b4a-abd9-d0c6383f7727&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bm8a119dd8-164e-4b4a-abd9-d0c6383f7727

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


  • 3.  RE: Select a callback and also complete a recording

    Posted 08-28-2019 09:34
    No replies, thread closed.

    I can think of 2 ways.

    1) Have them leave a voicemail for the queue instead of a callback.  It will get routed just like a callback.  The agent will be able to listen to the recording before calling them back.

    2) This way won't create a recording for the agent to hear, but it will show them the text of what the caller said.  
    a) Create a lex bot with a slot of type AMAZON.Musician.  From what I've read about lex this slot type basically accepts anything you give it.
    b) Create/modify your callback script to have an string input named something like customerMessage.  Make sure you display it on the script page.
    c) In your flow, when the caller chooses a callback, 1st use the Call Lex Bot action to invoke the lex bot from a.  Assign a variable to the intent's output and assign it as the input to the callback script.
    d) Decide what to do with the failure path of the Call Lex Bot action.  Do you want to go ahead with the callback and have no message from the customer or not?

    Option 2 only works in en-US, so if your flow is running in other languages, stick to 1.  Also you are relying on Amazon to transcode the speech into text, so depending on things like call quality, the caller's accent, how loud or quiet they talk, the text could have some mistakes in it.



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    Melissa Bailey
    Genesys - Employees
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    Original Message


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