Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  play a recording during an active interaction to a customer

    Posted 12-12-2024 07:44
    No replies, thread closed.

    hello,

    I am trying to create a solution for a situation where a customer is routed to an agent, and askes the agent to listen to a recording of a past interaction they had a few months ago with the same organization.

    Assuming I have the conversationID of that past interaction, I would like to play its recording to the customer and the agent while they are both on the line. 

    Does anyone know how to? Is it possible? 


    #API/Integrations
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Lea Sadikov
    ------------------------------


  • 2.  RE: play a recording during an active interaction to a customer
    Best Answer

    Posted 12-13-2024 02:29
    Edited by Samuel Jillard 12-20-2024 03:55
    No replies, thread closed.

    Hi Lea,
    maybe someone smarter than me has a solution for you, but as far as i know this is not possible. I experimented with playing sound during a call and failed. But at this time a conference call was not possible for ACD calls. My approach was to consult transfer to a flow that plays audio.

    To get an recording of a call that is a few months in the past will be a problem too. Usually recordings older than 90 days has to be archived. Its possible to retrieve them.
    Retrieve archived interactions - Genesys Cloud Resource Center
    I also had problems to access recordings via API. Most of the APIs only work with user context and not with data actions.



    ------------------------------
    Christoph Domaschke
    Leiter Service Center (Cronbank)
    ------------------------------

    Original Message


  • 3.  RE: play a recording during an active interaction to a customer

    Posted 12-14-2024 20:16
    No replies, thread closed.

    I like the Secure Flow button on the script that plays the recorded message to callers, but the agent is on hold during that.  The other is to use the API to conference in a flow that plays announcement.  This is much harder to accomplish.  Now, the real problem is the actual playback to both parties.  It might be just as easy to give access to the recording to the agents and have them play it over their speakers while the customer is on the phone.   Otherwise, you should build a player in a script page that allows agent to reference a conversation ID and the player could stream through an Audio Connector server.  This would require standing up a couple of web services including the Web Connector service and script work to iframe in the web app.  Sometimes you must ask - is it worth it.  



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

    Original Message


  • 4.  RE: play a recording during an active interaction to a customer

    Posted 12-15-2024 20:09
    No replies, thread closed.

    Like others have mentioned this is possible, but not easy.

    I know some competitors products provide this capability so might be hard to move away from if use to it. But much simpler options are to provide the transcript or a copy of the recording for the customer to review at their own leisure. 

    I couldn't find an existing idea for it, so might be worth raising it as an idea.



    ------------------------------
    Anton Vroon
    ------------------------------

    Original Message


Related Content