I would suggest a bot with and Any Slot. You could probably have utterances for both the Any Slot and for the extension so it will match either. I would then look at the slot type and if extension, do the transfer and if a name, use the search feature for the users and get the extension. You will need an API call for the later.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 04-16-2024 15:57
From: Ramamoorthy Shanmugam
Subject: Genesys Speech Recognition - Auto Attendant
Hi All,
We are looking for AA flow recommendations: if you want to reach an agent by first name or last name or if you know their extension please enter it now. Please confirm whether this is possible or not in Genesys cloud default solution.
Search by extension is possible please confirm the first name and last name. If this is not available by default how do we achieve using a custom development or 3rd party or out of box solutions?
Also if the directory or Data table matches the first name/last name as a similar name how it will be resolved because we have more than 3K to 5K users list?
#ArchitectureandDesign
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Ramamoorthy Shanmugam
Softel Communications Inc.
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