Hi Kenneth,
This indeed might be a little less striaghforward to execute within a lift and shift. However, would you be open to looking at an alternative approach with GC to see if that still aligns with your business needs?
For exampe, when talking about an OB Call, what if the whole process was automated and the AM and Live Person detection was offloaded from the Agent? If you were to use a Progressive campaign for example, GC can dial one contact per each avialble Agent in the Queue. And whilst setting up this campaign, within the 'Call Analysis Response' section, you can easily define what happens when an Answering Machine is detected, and even the 'Beeps' for that matter. This way, you can create an 'Outbound Flow' giving you more control over the invidiual milestones a customer goes through with each scenario. If an Answering Machine is detected, the system can automatically Hang Up. If a Live person is detected, an Agent can be immediately connected. With this, many customers won't also get to hear an automated message as soon as they pick up.
Now talking about the requirement of not retaining or deleting the recordings in case an Answering Machine is detected. This again is fairly easy with GC and there are mutliple ways through which this can be achieved. One easy way would be to Transfer to an OB flow in case an Answering Machine is detected and then within that flow, assign a Disposition/Queue for that interaction and then disconnect from within that flow itself. Then later, a recording policy to not retain any recording with the selected Disposition/Queue can be created. Based upon your analytical needs, you might want to decide on whether to go down the Disposition or the Queue route.
Another way would be to Enable Consent recording on the trunk and only record the call in case a Live person is detected. This ofcourse will have to be well thought of in advance since it could affect your other channels/directions of interactions.
Do let me know if that helps.
Kind Regards,
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John Lazarus
Genesys - Employees
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Original Message:
Sent: 11-09-2023 16:01
From: Kenneth Shea
Subject: Miranda and Recording process for manually dialed Outbound calls
Hi all - long time PureConnect customer here - finally making the move to Genesys Cloud and going live in a couple of weeks. As we've been migrating our processes to GC we have one process that we're stumped on. In PC - we have a process where our agents place Outbound calls and when they connect to the customer - a Miranda message (Your call may be recorded for quality purposes...) is played which can be heard by both the agent and customer - and the agent has the ability to hit # or * if a live person doesn't answer stop the message and recording process. In GC - we've tried to implement similar functionality but so far the best that Genesys and our Partner can come up with is to play a Miranda message from a secure flow which is only heard by the customer. This solution won't meet our legal or pass our UAT requirements - so we're looking for an alternate solution - or we may simply disable the recording process for these type of calls. Has anyone else ever faced such requirements - and if so how did you overcome these?
Thanks,
Ken Shea
Principal Contact Center Architect
Citrix Systems
#Implementation
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Kenneth Shea
CITRIX SYSTEMS, INC.
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