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  • 1.  Turn off Whisper audio for transfers

    Posted 08-24-2023 05:28
    No replies, thread closed.

    Hi Community,

    We have setup a Set Whisper Audio Action (using a user defined .wav file as whisper audio) in one of our Inbound call flow before the Transfer to ACD action, it does play the configured whisper when the call is transferred to an agent. 

    However, it also plays the same whisper audio when the call is transferred to another agent, the transfer call doesn't go through the inbound call flow where the whisper is set.

    Is Set Whisper audio sets the whisper for the entire call like a participant data? 

    Is there a way to only play the whisper for the original call and not for the further transfers?

    Regards,

    Aakanksha


    #Routing(ACD/IVR)

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    Aakanksha Goyal
    Cooperatieve Rabobank U.A.
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  • 2.  RE: Turn off Whisper audio for transfers

    Posted 09-04-2023 23:46
    No replies, thread closed.

    Yes, once you set it in the Flow, it overwrites any other settings at the queue level.  You can use a transfer through a flow to set to another whisper tone.  I added this for you:  Revert Whisper Tone back to queue default | Genesys Cloud Ideas Portal (aha.io)



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


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