Hi Salim,
I'll start by saying this is going to be overly complicated and you should probably not try to do this in PureCloud / Genesys Cloud by itself.
For the Customer Service Scenario, it would depend on when and how you're creating the ticket. If you try to call a custom action prior to the call being sent to voicemail, you'll end up with tickets that don't actually have voicemails, as people will hang up. I would just use a custom service that runs every x minutes and looks for new voicemails in a mailbox via the API and then downloads them and creates the ticket. Now you have your ticket and wav file.
For the support team scenario, this will not work currently (see alternatives below). While you could import the wav files into architect as user prompts via the API, this would get overwhelming. Also, you would have to dynamically reference the prompt. I'd recommend using a 3rd party platform for this piece. Specifically, one that let's you play audio from a resource url. Something like Twilio would work. Your going to run into security issues if you're not careful though.
Alternative 1
If you are having the support team identify themselves in some way, you could trigger and email to be sent to them that contains the wav file as an attachment or even a temporary URL to the wav file via email or SMS. This would not play it back immediately over the call of course, but would get them the info they need quickly.
Alternative 2
An alternative to playing the actual audio from the voicemail would be to use TTS. Currently, voicemails are not transcribed, but should be in the future. Assuming a high rate of accuracy with this transcription, you could potentially pull the text from the voicemail, store it, and retrieve it later to be used with TTS to the caller.
Thanks,
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Daniel McLeod
Qsect LLC
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Original Message:
Sent: 04-03-2020 06:41
From: Salim Nouh
Subject: Tagued,Save and play Queue_VoiceMail on ACD CallFlow
Hello,
I need you help and your ideas please to found solution for our problem.
Customer Scenario :
When a customer, call a technical _Service, he record a voice mail with all informations ( Name, Adress, City, phone number ).
The System Generate a ticket ( Id_Ticket ) with customer information and id File wav.
Support Team :
Support engineer call another Call Flow, put the Id_Ticket in order to indentify, collect the Customer informations ( Name,Adress, City, Phone number ) listenning wavfile.
How we can tagued voicemail file please in order to found it after ?
There is solution to store voicemail files and play it on a CallFlow again ?
thank you for your Help.
Best regards
Salim
#Routing(ACD/IVR)
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Salim
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