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  • 1.  Automatically unmute the customer during consult

    Posted 13 days ago

    Hope someone can help with the below query.

    When an agent make outbound call to customer as soon as the call is connected a message needs to be played to the caller and get recorded. When supervisor / admin hears the call recording they should hear the conversation starting with the message and the agent interaction.

    Few API's are available but I am not able to invoke them from script (Data Action). If anyone had similar requirement please let me know or guide me with your thoughts. Available API's are mentioned below

    PATCH /api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult

    PATCH /api/v2/conversations/calls/{conversationId}


    #Implementation

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    Lakshmanakumar Krishnasamy
    Infosys Limited
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  • 2.  RE: Automatically unmute the customer during consult

    Posted 9 days ago

    Unfortunately, this is not an easy task - believe me we have tried EVERY possible way.  Most are hokey and just a band aid until Genesys brings out agent greetings or some way to play a message on outbound calls.  Both are in development, but no real ETA.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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