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  • 1.  Whisper

    Posted 08-03-2024 09:40
    No replies, thread closed.

    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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  • 2.  RE: Whisper

    Posted 08-05-2024 11:55
    No replies, thread closed.

    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
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  • 3.  RE: Whisper

    Posted 08-05-2024 12:22
    No replies, thread closed.

    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


  • 4.  RE: Whisper
    Best Answer

    Posted 08-08-2024 13:27
    Edited by Cameron Tomlin 08-27-2024 14:03
    No replies, thread closed.

    Hi Dan, 

    You got an answer in the latest episode of the Genesys Cloud Q&A Show at time marker 13:24. Hope this helps you.



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    Nicole Milliken
    Genesys - Employees
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