Hello,
I currently develop and maintain some automation tests which use the Genesys Pure Cloud APIs to control Genesys WebRTC phones as part of our tests.
When we place queue calls to a genesys agent, there are extra digits that need to be dialed after calling the trunk.
Let's take the following scenario:
1 - Call Genesys Pure Cloud trunk (From external party or internal extension)
IVR: Welcome to Pure Cloud. Please enter your group menu options from 1 to 8...
2 - Dial the desired option.
IVR: Enter the automation queue number
3 - Dial the queue number
IVR: Enter the account number followed by the # key
4 - Dial the account number + #
IVR: Enter 1 for sales or 2 for support
5 - Dial the desired option and wait the call start ringing
For a real person listening to the audio messages, this is pretty straightforward. But what's the best approach to achieve this reliably using the api calls?
Currently, we have hardcoded wait times that are approximately how long it takes for the IVR to process the last digit and become ready for a new one.
There seems to be an ideal window (minimum to maximum time) where the extra digits have to be sent for the flow to continue correctly. However, there are times when this window moves around, causing the new digits to not be processed, this happens specially in step 5 shown above.
I'm wondering if there is a way to monitor/wait for certain events to know when the IVR is ready for a new digit, instead of having hardcoded waits.
I was looking at notification channels and topics subscriptions for example (https://developer.genesys.cloud/notificationsalerts/notifications/available-topics) but I am not sure if any of those topics would help me achieve what I need.
Note: In both cases (external or internal caller), the remote party is also being controlled programmatically. If we can somehow detect when the IVR is ready for digits, we can trigger the digits from the remote party at the precise time.
Thank you
#PlatformAPI
#Ivr
#Digits
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Guilherme Jardim
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