Hi Robert
One of my customers is a major media provider here and therefore have their own content they want to stream to customers while they're in queue. Another customer has a paid subscription for a media product they're using under Engage, and we have others that have also paid for digital licensing rights to use media.
So what I'm anticipating is something like in the prompt configuration in Architect there be a new field for a stream URL along with the audio and TTS options. That way it can make use of whatever stream URL they put in there.
Obviously though there'd need to be some type of security validation put in there as they wouldn't want their stream to be public in every case.
But ultimately what it comes down to is that the current prompting is just really a looped instrumental and it doesn't work very well for the in-queue experience - even if you can swap out the file that's there.
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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 06-02-2021 01:26
From: Robert Wakefield-Carl
Subject: What is it that you want to see or are missing in Genesys Cloud
Are you looking at streaming audio for MOH? Had an idea a couple years back of capturing audio in 10 min segments and uploading as MOH so I could get near realtime audio feeds but file management was lacking.
Common modules are great but Bot Flows work just as well.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 06-02-2021 00:37
From: Vaun McCarthy
Subject: What is it that you want to see or are missing in Genesys Cloud
You looking to build something Robert? :)
Personally I'm trying to get the streaming hold/queue music idea pushed at the moment, since you're saying one or two features :)
It's a hard one because what may be absolutely critical to some of us, still needs a ton of votes on the aHa portal for Genesys to look closely at it.
There's a few other things that I miss coming over from Engage to Cloud but they're getting there, eg common modules.
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Vaun McCarthy
NTT New Zealand Limited