Genesys Cloud - Main

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Currently, recording is end-to-end, meaning everything that happens with the call from the beginning, so it would capture any messages that are playing to the caller as well as the conversation.  There will be an option to only turn it on when it connects to the agent, but not in there yet.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Hi Matt,

There is no way to play a prompt while connected to the agent. You could play it before it enters the queue or transfer to a flow and play it, but not while the agent is connected.

The only way I could potentially see you getting around this, is if you developed an app that allowed the agent to click a button have it do a consult transfer to a flow and merge the calls together automatically, so the flow would play the prompt to all parties and then disconnect, ending the consult transfer. The manual version of that would be having the agent consult a flow and manually merge the calls. Neither is really ideal or what you want

Another hack would be some kind of audio source split off from the agents phone/headset that played audio on the agent side. Again, not ideal or supportable.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC
------------------------------

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

There is an Idea you can vote for:

https://purecloud.ideas.aha.io/ideas/CLDIG-I-149

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 03-30-2020 16:45
From: Daniel McLeod
Subject: Play script/disclaimer recording during a call

Hi Matt,

There is no way to play a prompt while connected to the agent. You could play it before it enters the queue or transfer to a flow and play it, but not while the agent is connected.

The only way I could potentially see you getting around this, is if you developed an app that allowed the agent to click a button have it do a consult transfer to a flow and merge the calls together automatically, so the flow would play the prompt to all parties and then disconnect, ending the consult transfer. The manual version of that would be having the agent consult a flow and manually merge the calls. Neither is really ideal or what you want

Another hack would be some kind of audio source split off from the agents phone/headset that played audio on the agent side. Again, not ideal or supportable.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Very soon you will be able to play an agent greeting (target is September)

https://genesyscloud.ideas.aha.io/ideas/INB-I-986

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
------------------------------

Original Message:
Sent: 03-30-2020 16:45
From: Daniel McLeod
Subject: Play script/disclaimer recording during a call

Hi Matt,

There is no way to play a prompt while connected to the agent. You could play it before it enters the queue or transfer to a flow and play it, but not while the agent is connected.

The only way I could potentially see you getting around this, is if you developed an app that allowed the agent to click a button have it do a consult transfer to a flow and merge the calls together automatically, so the flow would play the prompt to all parties and then disconnect, ending the consult transfer. The manual version of that would be having the agent consult a flow and manually merge the calls. Neither is really ideal or what you want

Another hack would be some kind of audio source split off from the agents phone/headset that played audio on the agent side. Again, not ideal or supportable.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

@Matt Keleshian does it look like the Play Agent Greeting enhancement will cover your needs? 

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
------------------------------

Original Message:
Sent: 08-19-2025 22:44
From: George Ganahl
Subject: Play script/disclaimer recording during a call

Very soon you will be able to play an agent greeting (target is September)

https://genesyscloud.ideas.aha.io/ideas/INB-I-986

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 03-30-2020 16:45
From: Daniel McLeod
Subject: Play script/disclaimer recording during a call

Hi Matt,

There is no way to play a prompt while connected to the agent. You could play it before it enters the queue or transfer to a flow and play it, but not while the agent is connected.

The only way I could potentially see you getting around this, is if you developed an app that allowed the agent to click a button have it do a consult transfer to a flow and merge the calls together automatically, so the flow would play the prompt to all parties and then disconnect, ending the consult transfer. The manual version of that would be having the agent consult a flow and manually merge the calls. Neither is really ideal or what you want

Another hack would be some kind of audio source split off from the agents phone/headset that played audio on the agent side. Again, not ideal or supportable.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Hi Matt,

A great way of achieving this is through the scripting in Genesys Cloud. What we have done for disclaimer notices is create a button that calls the native Scripter.Consult Transfer action. Sitting behind the consult transfer is a simple flow that has the audio disclaimer that needs to be played to the customer. This is all recorded through the interaction with the legs being shown in the timeline view as well.

One note is that when you start the consult transfer the Customer is placed on hold. Within our flows we add a reminder message to the agent to conference in the Customer, followed by a brief pause before the disclaimer is played. At the end of the flow a disconnect is played and the agent and Customer are connected as in the original leg of the call and can resume their conversation. 

The number used for the routing is just an internal loopback number.

Hope this helps.

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.
------------------------------

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Thanks for this Gareth, great idea & I have this working in our Genesys org.

QQ - did you try having multiple buttons within the same script? I am trying this but once a button has been used to consult and then disconnects to resume the original leg of the call. If I try to initiate the next button, I receive an error "Failed to consult transfer interaction" but I am not sure why.

Please let me know if you have experienced the same issue.

------------------------------
Kind regards,

Chris Diaper
Telephony Engineer
------------------------------

Original Message:
Sent: 03-31-2020 04:29
From: Gareth James
Subject: Play script/disclaimer recording during a call

Hi Matt,

A great way of achieving this is through the scripting in Genesys Cloud. What we have done for disclaimer notices is create a button that calls the native Scripter.Consult Transfer action. Sitting behind the consult transfer is a simple flow that has the audio disclaimer that needs to be played to the customer. This is all recorded through the interaction with the legs being shown in the timeline view as well.

One note is that when you start the consult transfer the Customer is placed on hold. Within our flows we add a reminder message to the agent to conference in the Customer, followed by a brief pause before the disclaimer is played. At the end of the flow a disconnect is played and the agent and Customer are connected as in the original leg of the call and can resume their conversation. 

The number used for the routing is just an internal loopback number.

Hope this helps.

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Hi Chris D,

The issue occurs when a conference call is created and the agent and client remain in the conference after the disclaimer prompt drops off. This prevents consult transfers, which become greyed out or trigger an error. We discovered this by conferencing in the disclaimer via External Contacts rather than using the button which is still doing a conference as part of the process.. Once the disclaimer is added this way, the agent can no longer perform consult transfers to another party.

We also looked at button using transfer to Secure flow, which worked great apart from there was no recording which they needed for compliance, in secure flow there is an option to un-suppress recording, however that only recorded the client side and not the disclaimer.

The work around they need to use if they need to transfer to another party is to end the call and call the client back tbhen they can complete the Consult transfer.

Cheers

------------------------------
Chris Mcmanaway
Collaboration Consultant
Spark New Zealand Trading Limited
------------------------------

Original Message:
Sent: 02-12-2025 06:11
From: Chris Diaper
Subject: Play script/disclaimer recording during a call

Thanks for this Gareth, great idea & I have this working in our Genesys org.

QQ - did you try having multiple buttons within the same script? I am trying this but once a button has been used to consult and then disconnects to resume the original leg of the call. If I try to initiate the next button, I receive an error "Failed to consult transfer interaction" but I am not sure why.

Please let me know if you have experienced the same issue.

------------------------------
Kind regards,

Chris Diaper
Telephony Engineer

Original Message:
Sent: 03-31-2020 04:29
From: Gareth James
Subject: Play script/disclaimer recording during a call

Hi Matt,

A great way of achieving this is through the scripting in Genesys Cloud. What we have done for disclaimer notices is create a button that calls the native Scripter.Consult Transfer action. Sitting behind the consult transfer is a simple flow that has the audio disclaimer that needs to be played to the customer. This is all recorded through the interaction with the legs being shown in the timeline view as well.

One note is that when you start the consult transfer the Customer is placed on hold. Within our flows we add a reminder message to the agent to conference in the Customer, followed by a brief pause before the disclaimer is played. At the end of the flow a disconnect is played and the agent and Customer are connected as in the original leg of the call and can resume their conversation. 

The number used for the routing is just an internal loopback number.

Hope this helps.

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Hey Matt,

I have set this up for a customer using the script buttons to call a secure flow, which can return to the agent.

The secure flow simply plays the prompt/disclaimer as mentioned by others in this thread but by using the secure flow rather than an inbound flow you can set it to return to the agent automatically. Use scripter.invoke secure flow in the script button.

The only down side is that the prompt is not audible in the recording, but you would be able to see the call entering/exiting the secure flow in the timeline tab of the interaction, so you'd be able to know the prompt was played.

------------------------------
Emma Lilley
CX Consultant
------------------------------

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Yes, this is the issue with Secure Flows.  I believe you need to look at Agent Greetings as George mentioned above. 

Play User Greeting action - Genesys Cloud Resource Center

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

Original Message:
Sent: 09-02-2025 16:26
From: Emma Lilley
Subject: Play script/disclaimer recording during a call

Hey Matt,

I have set this up for a customer using the script buttons to call a secure flow, which can return to the agent.

The secure flow simply plays the prompt/disclaimer as mentioned by others in this thread but by using the secure flow rather than an inbound flow you can set it to return to the agent automatically. Use scripter.invoke secure flow in the script button.

The only down side is that the prompt is not audible in the recording, but you would be able to see the call entering/exiting the secure flow in the timeline tab of the interaction, so you'd be able to know the prompt was played.

------------------------------
Emma Lilley
CX Consultant

Original Message:
Sent: 03-30-2020 15:40
From: Matt Keleshian
Subject: Play script/disclaimer recording during a call

Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call.  It would also be great if this wav file is kept within the call recording for compliance reasons as well.  Is this feasible within the platform?  I'm hoping for the recording to live within the call versus being a flow transfer that drops the agent off of the line.

Thanks!  Hope everybody is doing well. :)
#ArchitectureandDesign

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------