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We have a new queue that will receive calls from state prisons inmates who are in need of legal advocacy to address poor and illegal conditions in their facilities. Calls from these facilities are handled by a private company that requires the receiver of the call to press 1 to accept the call. Back in the day, you used to have to acknowledge that you would accept a collect call from an inmate but the calls are no longer collect, though do need to be acknowledged.
 
In practice, the call is sent to the queue and if there is an available agent, they answer the call, hear the prompt message, dial 1 on their softphone and get connected to the caller. The problem is if no agents are available, we want the caller to wait in the queue until a paralegal is available. If an agent receives the call, they can press 1 and speak with the inmate. However, if no one picks up and call and presses 1 within the first minute, the line is disconnected by the private contractor and the call is lost. 
 
Genesys tried inserting a "1" in the call-flow before sending the call to the queue, a sort of "auto-call-acceptance," but it did not work. Now Genesys claims they can do it; but we will have to engage with Genesys Custom Apps, which is not financially feasible for our organization. 
 
Any thoughts on how we can accomplish the auto-call-acceptance?

#ArchitectandDesign #CallFlow #Routing(ACD/IVR) #Autoanswer

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York
Director - Helplines
www.legalaidnyc.org
------------------------------

We have a new queue that will receive calls from state prisons inmates who are in need of legal advocacy to address poor and illegal conditions in their facilities. Calls from these facilities are handled by a private company that requires the receiver of the call to press 1 to accept the call. Back in the day, you used to have to acknowledge that you would accept a collect call from an inmate but the calls are no longer collect, though do need to be acknowledged.
 
In practice, the call is sent to the queue and if there is an available agent, they answer the call, hear the prompt message, dial 1 on their softphone and get connected to the caller. The problem is if no agents are available, we want the caller to wait in the queue until a paralegal is available. If an agent receives the call, they can press 1 and speak with the inmate. However, if no one picks up and call and presses 1 within the first minute, the line is disconnected by the private contractor and the call is lost. 
 
Genesys tried inserting a "1" in the call-flow before sending the call to the queue, a sort of "auto-call-acceptance," but it did not work. Now Genesys claims they can do it; but we will have to engage with Genesys Custom Apps, which is not financially feasible for our organization. 
 
Any thoughts on how we can accomplish the auto-call-acceptance?

#ArchitectandDesign #CallFlow #Routing(ACD/IVR) #Autoanswer

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York
Director - Helplines
www.legalaidnyc.org
------------------------------

It's pretty kludgy...but have you tried getting a .wav of the DTMF tone for 1, then create a new prompt out of it, then add a Play Audio action about 30 seconds in to play that prompt followed immediately by a Flush Audio action?

It all depends on how the trunk will transmit the DTMF and the other end receive it...

We have a new queue that will receive calls from state prisons inmates who are in need of legal advocacy to address poor and illegal conditions in their facilities. Calls from these facilities are handled by a private company that requires the receiver of the call to press 1 to accept the call. Back in the day, you used to have to acknowledge that you would accept a collect call from an inmate but the calls are no longer collect, though do need to be acknowledged.
 
In practice, the call is sent to the queue and if there is an available agent, they answer the call, hear the prompt message, dial 1 on their softphone and get connected to the caller. The problem is if no agents are available, we want the caller to wait in the queue until a paralegal is available. If an agent receives the call, they can press 1 and speak with the inmate. However, if no one picks up and call and presses 1 within the first minute, the line is disconnected by the private contractor and the call is lost. 
 
Genesys tried inserting a "1" in the call-flow before sending the call to the queue, a sort of "auto-call-acceptance," but it did not work. Now Genesys claims they can do it; but we will have to engage with Genesys Custom Apps, which is not financially feasible for our organization. 
 
Any thoughts on how we can accomplish the auto-call-acceptance?

#ArchitectandDesign #CallFlow #Routing(ACD/IVR) #Autoanswer

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York
Director - Helplines
www.legalaidnyc.org
------------------------------

Been there, done that.  

Create a secure flow that plays a prompt for the 1.  I have one if you need it.  Then place a button on the agent script for the agents to press when needed.  Call will go to the secure flow, play the digit, and pass back to same agent 

It's pretty kludgy...but have you tried getting a .wav of the DTMF tone for 1, then create a new prompt out of it, then add a Play Audio action about 30 seconds in to play that prompt followed immediately by a Flush Audio action?

It all depends on how the trunk will transmit the DTMF and the other end receive it...

We have a new queue that will receive calls from state prisons inmates who are in need of legal advocacy to address poor and illegal conditions in their facilities. Calls from these facilities are handled by a private company that requires the receiver of the call to press 1 to accept the call. Back in the day, you used to have to acknowledge that you would accept a collect call from an inmate but the calls are no longer collect, though do need to be acknowledged.
 
In practice, the call is sent to the queue and if there is an available agent, they answer the call, hear the prompt message, dial 1 on their softphone and get connected to the caller. The problem is if no agents are available, we want the caller to wait in the queue until a paralegal is available. If an agent receives the call, they can press 1 and speak with the inmate. However, if no one picks up and call and presses 1 within the first minute, the line is disconnected by the private contractor and the call is lost. 
 
Genesys tried inserting a "1" in the call-flow before sending the call to the queue, a sort of "auto-call-acceptance," but it did not work. Now Genesys claims they can do it; but we will have to engage with Genesys Custom Apps, which is not financially feasible for our organization. 
 
Any thoughts on how we can accomplish the auto-call-acceptance?

#ArchitectandDesign #CallFlow #Routing(ACD/IVR) #Autoanswer

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York
Director - Helplines
www.legalaidnyc.org
------------------------------

Thanks, @Robert Wakefield-Carl. I don't think that this solution will work for us because the DTMF tone has to play automatically when an agent isn't available to answer the call within the first 30-45 seconds of the system picking up the call or it will disconnect. If we aren't able to get the existing DTMF tone to work I will reach out with some more questions since it sounds like you've experienced this situation previously. 

Been there, done that.  

Create a secure flow that plays a prompt for the 1.  I have one if you need it.  Then place a button on the agent script for the agents to press when needed.  Call will go to the secure flow, play the digit, and pass back to same agent 

It's pretty kludgy...but have you tried getting a .wav of the DTMF tone for 1, then create a new prompt out of it, then add a Play Audio action about 30 seconds in to play that prompt followed immediately by a Flush Audio action?

It all depends on how the trunk will transmit the DTMF and the other end receive it...

We have a new queue that will receive calls from state prisons inmates who are in need of legal advocacy to address poor and illegal conditions in their facilities. Calls from these facilities are handled by a private company that requires the receiver of the call to press 1 to accept the call. Back in the day, you used to have to acknowledge that you would accept a collect call from an inmate but the calls are no longer collect, though do need to be acknowledged.
 
In practice, the call is sent to the queue and if there is an available agent, they answer the call, hear the prompt message, dial 1 on their softphone and get connected to the caller. The problem is if no agents are available, we want the caller to wait in the queue until a paralegal is available. If an agent receives the call, they can press 1 and speak with the inmate. However, if no one picks up and call and presses 1 within the first minute, the line is disconnected by the private contractor and the call is lost. 
 
Genesys tried inserting a "1" in the call-flow before sending the call to the queue, a sort of "auto-call-acceptance," but it did not work. Now Genesys claims they can do it; but we will have to engage with Genesys Custom Apps, which is not financially feasible for our organization. 
 
Any thoughts on how we can accomplish the auto-call-acceptance?

#ArchitectandDesign #CallFlow #Routing(ACD/IVR) #Autoanswer

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York
Director - Helplines
www.legalaidnyc.org
------------------------------

Then why can't you play the DTMF1.wav anytime in the incoming call flow.   Try the attached one.  

Thanks, @Robert Wakefield-Carl. I don't think that this solution will work for us because the DTMF tone has to play automatically when an agent isn't available to answer the call within the first 30-45 seconds of the system picking up the call or it will disconnect. If we aren't able to get the existing DTMF tone to work I will reach out with some more questions since it sounds like you've experienced this situation previously. 

Been there, done that.  

Create a secure flow that plays a prompt for the 1.  I have one if you need it.  Then place a button on the agent script for the agents to press when needed.  Call will go to the secure flow, play the digit, and pass back to same agent 

It's pretty kludgy...but have you tried getting a .wav of the DTMF tone for 1, then create a new prompt out of it, then add a Play Audio action about 30 seconds in to play that prompt followed immediately by a Flush Audio action?

It all depends on how the trunk will transmit the DTMF and the other end receive it...

We have a new queue that will receive calls from state prisons inmates who are in need of legal advocacy to address poor and illegal conditions in their facilities. Calls from these facilities are handled by a private company that requires the receiver of the call to press 1 to accept the call. Back in the day, you used to have to acknowledge that you would accept a collect call from an inmate but the calls are no longer collect, though do need to be acknowledged.
 
In practice, the call is sent to the queue and if there is an available agent, they answer the call, hear the prompt message, dial 1 on their softphone and get connected to the caller. The problem is if no agents are available, we want the caller to wait in the queue until a paralegal is available. If an agent receives the call, they can press 1 and speak with the inmate. However, if no one picks up and call and presses 1 within the first minute, the line is disconnected by the private contractor and the call is lost. 
 
Genesys tried inserting a "1" in the call-flow before sending the call to the queue, a sort of "auto-call-acceptance," but it did not work. Now Genesys claims they can do it; but we will have to engage with Genesys Custom Apps, which is not financially feasible for our organization. 
 
Any thoughts on how we can accomplish the auto-call-acceptance?

#ArchitectandDesign #CallFlow #Routing(ACD/IVR) #Autoanswer

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York
Director - Helplines
www.legalaidnyc.org
------------------------------

Perhaps I misunderstood @Robert Wakefield-Carl. You mentioned in your post to put a button on the agent's script for the agent to press when needed. The way Genesys designed the flow, and we revised as of yesterday afternoon (but still need to test with an incoming call directly from the prison),

• Call is Routed to an Inbound Call Flow where DTMF is now played and 
• Call is transferred to the In-queue Flow to wait for an agent to answer

This process works for a call placed from one of our desk phones or a cell phone, but we have to see if the private telephony provider for the prison system in New York has anything set up that would block this from executing correctly.

Then why can't you play the DTMF1.wav anytime in the incoming call flow.   Try the attached one.  

Thanks, @Robert Wakefield-Carl. I don't think that this solution will work for us because the DTMF tone has to play automatically when an agent isn't available to answer the call within the first 30-45 seconds of the system picking up the call or it will disconnect. If we aren't able to get the existing DTMF tone to work I will reach out with some more questions since it sounds like you've experienced this situation previously. 

Been there, done that.  

Create a secure flow that plays a prompt for the 1.  I have one if you need it.  Then place a button on the agent script for the agents to press when needed.  Call will go to the secure flow, play the digit, and pass back to same agent 

It's pretty kludgy...but have you tried getting a .wav of the DTMF tone for 1, then create a new prompt out of it, then add a Play Audio action about 30 seconds in to play that prompt followed immediately by a Flush Audio action?

It all depends on how the trunk will transmit the DTMF and the other end receive it...

We have a new queue that will receive calls from state prisons inmates who are in need of legal advocacy to address poor and illegal conditions in their facilities. Calls from these facilities are handled by a private company that requires the receiver of the call to press 1 to accept the call. Back in the day, you used to have to acknowledge that you would accept a collect call from an inmate but the calls are no longer collect, though do need to be acknowledged.
 
In practice, the call is sent to the queue and if there is an available agent, they answer the call, hear the prompt message, dial 1 on their softphone and get connected to the caller. The problem is if no agents are available, we want the caller to wait in the queue until a paralegal is available. If an agent receives the call, they can press 1 and speak with the inmate. However, if no one picks up and call and presses 1 within the first minute, the line is disconnected by the private contractor and the call is lost. 
 
Genesys tried inserting a "1" in the call-flow before sending the call to the queue, a sort of "auto-call-acceptance," but it did not work. Now Genesys claims they can do it; but we will have to engage with Genesys Custom Apps, which is not financially feasible for our organization. 
 
Any thoughts on how we can accomplish the auto-call-acceptance?

#ArchitectandDesign #CallFlow #Routing(ACD/IVR) #Autoanswer

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York
Director - Helplines
www.legalaidnyc.org
------------------------------

It's pretty kludgy...but have you tried getting a .wav of the DTMF tone for 1, then create a new prompt out of it, then add a Play Audio action about 30 seconds in to play that prompt followed immediately by a Flush Audio action?

It all depends on how the trunk will transmit the DTMF and the other end receive it...

We have a new queue that will receive calls from state prisons inmates who are in need of legal advocacy to address poor and illegal conditions in their facilities. Calls from these facilities are handled by a private company that requires the receiver of the call to press 1 to accept the call. Back in the day, you used to have to acknowledge that you would accept a collect call from an inmate but the calls are no longer collect, though do need to be acknowledged.
 
In practice, the call is sent to the queue and if there is an available agent, they answer the call, hear the prompt message, dial 1 on their softphone and get connected to the caller. The problem is if no agents are available, we want the caller to wait in the queue until a paralegal is available. If an agent receives the call, they can press 1 and speak with the inmate. However, if no one picks up and call and presses 1 within the first minute, the line is disconnected by the private contractor and the call is lost. 
 
Genesys tried inserting a "1" in the call-flow before sending the call to the queue, a sort of "auto-call-acceptance," but it did not work. Now Genesys claims they can do it; but we will have to engage with Genesys Custom Apps, which is not financially feasible for our organization. 
 
Any thoughts on how we can accomplish the auto-call-acceptance?

#ArchitectandDesign #CallFlow #Routing(ACD/IVR) #Autoanswer

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York
Director - Helplines
www.legalaidnyc.org
------------------------------

Thanks @George Ganahl. Between the time I received the question from our team and your response, our Telephony team had the same idea and added the DTMF tone to the flow. However, they have not added the flush audio action. I think we are going to try an incoming call from an inmate as is and if it doesn't work add in the Flush Audio action, then push them to the In-Queue flow. Genesys is pretty new to all of us and it's hard to get "test calls" placed by inmates since they limited phone time and this all has to be scheduled to test these steps with the provider's phone system. This gives us some options. The addition of the DTMF tone is working from a standard line, but we just aren't sure about the private provider lines. Appreciate the assistance. 

It's pretty kludgy...but have you tried getting a .wav of the DTMF tone for 1, then create a new prompt out of it, then add a Play Audio action about 30 seconds in to play that prompt followed immediately by a Flush Audio action?

It all depends on how the trunk will transmit the DTMF and the other end receive it...

We have a new queue that will receive calls from state prisons inmates who are in need of legal advocacy to address poor and illegal conditions in their facilities. Calls from these facilities are handled by a private company that requires the receiver of the call to press 1 to accept the call. Back in the day, you used to have to acknowledge that you would accept a collect call from an inmate but the calls are no longer collect, though do need to be acknowledged.
 
In practice, the call is sent to the queue and if there is an available agent, they answer the call, hear the prompt message, dial 1 on their softphone and get connected to the caller. The problem is if no agents are available, we want the caller to wait in the queue until a paralegal is available. If an agent receives the call, they can press 1 and speak with the inmate. However, if no one picks up and call and presses 1 within the first minute, the line is disconnected by the private contractor and the call is lost. 
 
Genesys tried inserting a "1" in the call-flow before sending the call to the queue, a sort of "auto-call-acceptance," but it did not work. Now Genesys claims they can do it; but we will have to engage with Genesys Custom Apps, which is not financially feasible for our organization. 
 
Any thoughts on how we can accomplish the auto-call-acceptance?

#ArchitectandDesign #CallFlow #Routing(ACD/IVR) #Autoanswer

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York
Director - Helplines
www.legalaidnyc.org
------------------------------

By the way, Charlie, I only put the Flush Audio in there to make sure it plays right away rather than being cached and waiting for some other action to cause it to be flushed from cache. Probably just overly cautious.

Here's hoping the prison system is able to get the inband DTMF. 

Thanks @George Ganahl. Between the time I received the question from our team and your response, our Telephony team had the same idea and added the DTMF tone to the flow. However, they have not added the flush audio action. I think we are going to try an incoming call from an inmate as is and if it doesn't work add in the Flush Audio action, then push them to the In-Queue flow. Genesys is pretty new to all of us and it's hard to get "test calls" placed by inmates since they limited phone time and this all has to be scheduled to test these steps with the provider's phone system. This gives us some options. The addition of the DTMF tone is working from a standard line, but we just aren't sure about the private provider lines. Appreciate the assistance. 

It's pretty kludgy...but have you tried getting a .wav of the DTMF tone for 1, then create a new prompt out of it, then add a Play Audio action about 30 seconds in to play that prompt followed immediately by a Flush Audio action?

It all depends on how the trunk will transmit the DTMF and the other end receive it...

We have a new queue that will receive calls from state prisons inmates who are in need of legal advocacy to address poor and illegal conditions in their facilities. Calls from these facilities are handled by a private company that requires the receiver of the call to press 1 to accept the call. Back in the day, you used to have to acknowledge that you would accept a collect call from an inmate but the calls are no longer collect, though do need to be acknowledged.
 
In practice, the call is sent to the queue and if there is an available agent, they answer the call, hear the prompt message, dial 1 on their softphone and get connected to the caller. The problem is if no agents are available, we want the caller to wait in the queue until a paralegal is available. If an agent receives the call, they can press 1 and speak with the inmate. However, if no one picks up and call and presses 1 within the first minute, the line is disconnected by the private contractor and the call is lost. 
 
Genesys tried inserting a "1" in the call-flow before sending the call to the queue, a sort of "auto-call-acceptance," but it did not work. Now Genesys claims they can do it; but we will have to engage with Genesys Custom Apps, which is not financially feasible for our organization. 
 
Any thoughts on how we can accomplish the auto-call-acceptance?

#ArchitectandDesign #CallFlow #Routing(ACD/IVR) #Autoanswer

------------------------------
Charlie Scheel, LCSW
The Legal Aid Society
New York
Director - Helplines
www.legalaidnyc.org
------------------------------