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  • 1.  Recorded Script to play to the customer

    Posted 08-11-2021 21:30
    No replies, thread closed.
    Hi,

    Sorry if some of you find this question silly.

    I have been asked by my supervisors to implement new features where the Agents can play a recorded message (terms & Condition) and have the customer accept it by pressing a key. 

    Can someone please able to guide me what I need to do or modify on my current architect to be able to achieve this? 

    Thanks,
    Jeffrey
    #ArchitectureandDesign

    ------------------------------
    Jeffrey Wee
    Agility CIS
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  • 2.  RE: Recorded Script to play to the customer

    Posted 08-12-2021 05:55
    No replies, thread closed.
    Hi Jeffrey

    I have achieved this by having a transfer button in the agent script that calls a secure flow.  What you can do is pass into that secure flow some variable that you can eventually use to play out specific recorded messages. You could have a drop down on the script that lets the agent select which T&C they want to play out if there are multiple.

    In that same secure flow you can have a collect input function which would be your "accept?  1 for yes, 2 for no" question.  Based on what they select you could then use Flow Outcomes to identify which option they chose.  That could be as simple as a successful flow outcome if they chose yes, a failed one if they chose no. 

    Keeping in mind if anything goes wrong in the call flow it could end up being a failed outcome as well if you have set the initialize flow outcome function.

    You could also just go with setting participant data on the call instead of using flow outcomes but at least with flow outcomes you have a somewhat easier job of visually identifying calls where this flow went through and they accepted/decline when you're looking at interaction lists etc.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


  • 3.  RE: Recorded Script to play to the customer

    Posted 08-12-2021 15:10
    No replies, thread closed.
    Hi Vaun,

    Thank you for this, I will try to search the method of using a script that calls a secure flow and see if I can somehow apply it on our current IVRs. 

    Thanks,
    Jeffrey

    ------------------------------
    Jeffrey Wee
    Agility CIS
    ------------------------------

    Original Message


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