Genesys Cloud - Main

 View Only


Discussion Thread View

  • 1.  Automatically unmute the customer during consult

    Posted 05-15-2024 04:08

    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

    ------------------------------
    Lakshmanakumar Krishnasamy
    Infosys Limited
    ------------------------------


  • 2.  RE: Automatically unmute the customer during consult

    Posted 27 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.  



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

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources