Ryan_Chimienti | 2023-06-27 20:37:27 UTC | #1
Hi all, I'm making an AudioHook server to integrate with Genesys. I'm curious to learn more about the paused state described here. In particular, client-initiated pauses.
My questions:
- Under what circumstances will the Genesys client trigger a pause?
- What is the easiest way to set up a call flow in order to test a client-initiated pause? I currently have a call flow (helpfully provided by Genesys) that looks like it is basically just a "Transfer to ACD." This has been great for testing a typical session but doesn't seem to trigger pauses.
Any advice or pointers to docs is appreciated!
crespino | 2023-06-29 20:10:58 UTC | #2
The only reason the client (Genesys-side) might initiate a pause would be when a Genesys Secure Pause is occuring when customer is being asked to make a credit card payment. During a secure pause, Genesys does not record that portion of the call, and therefore the audio is not streamed over the Audiohook connection.
To test that you would need to setup a Secure Call Flow and while handling a call you'd need to invoke that button in the Agent UI to simulate taking a payment.
Ryan_Chimienti | 2023-06-30 20:03:24 UTC | #3
Ah, that's exactly what I needed, thanks!
John_Carnell | 2023-07-03 12:58:10 UTC | #4
This post was migrated from the old Developer Forum.
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