We were trying to do the same and even raised a ticket to support.
Essentially, you can create an in-queue flow for the transfer call and set the new whisper there using set-whisper action. The issue with this, "as I understand", is that when the call is transferred from queue-1 (whisper A) to queue-2 (whisper B set in in-queue flow), if the call is picked-up by agent even before the new whisper-B step is executed, then agent-2 will get whisper A, otherwise if set-whisper step gets executed once in the in-queue flow, then whisper B will play to agent-2. Though we have seen some odd behaviours in this too, with whisper A playing even after whisper B step is executed. And genesys says they can't guarantee which whisper will play.
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Vineet Kakroo
FIL Fund Services (Bermuda) Limited
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Original Message:
Sent: 08-05-2024 11:54
From: Cameron Tomlin
Subject: Whisper
Hello Dan,
I dont believe this is possible to turn off a whisper audio during an ongoing call. But I will take a deeper look into this and let you know what I found!
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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 08-03-2024 09:40
From: Dan Zott
Subject: Whisper
We set whisper audio in inbound flows for some queues and not for others. Our agent to agent transfer speed dial buttons transfer via DNIS' to a inbound flow which directs the transfer to the proper queue. If a whisper is set in an inbound call flow to queue A, the agent handling the call for queue A gets the expected Whisper. If that agent then cold transfers that call to an other queue (B) which does not have a whisper set in the inbound flow that cold transfer is being made through, the agent handling the call for queue B gets the whisper set for queue A because it is still the whisper for the ongoing call. Is there a way to unset a whisper for an ongoing call
#Routing(ACD/IVR)
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Dan Zott
Ally Financial
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