Play a message before the call gets transfered to an agent?

[overkill]

Hello,

I need to play a message to the customer right before a valid agent is selected and the call gets transfered to the agent.
This message should be played after the hold message that the customer hears while he is on queue.
Is there any way I can do that? I am using the 7.1 version of the Genesys URS and 7.0 of the VTO Server.

Thanks in advance.

[cavagnaro]

Hum...I think it will depend on your switch configuration, once the call was delivered to the agent by URS the DN object is the extension itself, so URS can't control a call there...
On Alcatel PBX I can configure a greeting guide when the agent receives a call so for example i can play agents name or a standard agent greeting directly. I guess others PBX can do it as well.
Regards

[cavagnaro]

Reading reference guide you may be interested in transfer_to_agent option:
Instructs T-Server to transfer interactions from an IVR directly to a target agent
instead of returning them to the routing point.

[kubikle]

One a little similar case that I met before was addressed with inserting in startegy code to play treatment just before routing. Target Selection object in strategy was replaced with its functional equivalent combination of  SelectDN/SuspendForDN/RouteCall. After SelecdDN/SuspendForDN functions return ready agent but before invoking RouteCall some treatment object was inserted to play treatment. Treatment not supposed to be long since router could not hold ready agent reserved for the call for long time (by default 15 secs).     

[victor]

Hi,

the easiest way to do it would be SelectDN/RouteCall combination: you would be able to play a message between the two. Since I am not a big fan of changing URS timeout default for such a small thing as this, I would shop around before doing this, but here is the fastest way:

transition_time - it decides how long agent is being reserved for. The problem is that it will hurt your call center performance if you have a lot of short abandons, since it will lock the agent out until the timeout.

Another way, would be to look into TReserveAgent function, since it essentially allows you to block the agent until you decide to route a call to it (verification_time should be played with if you do that)

I am hoping there is an easier way than this, and I am just not thinking about it. Anyone?

[overkill]

Thanks for the great replies guys.

I'll do a little research on the PBX (we are using a Siemens HiPath 4000).
If that won't work I'll start making the changes in the strategy as advised.
Basically we need to play a "this message is recorded" announcement for our customers which will not be longer than, say, 5 seconds.

[K]

I may be over simplifying it, but is there any reason the caller could not be given the message before the call is even queued?
For example,
"Thank you for calling Company XYZ. Please hold for the next available agent. For your protection, your call will be recorded." Then queue the call.

[overkill]

This was of course my proposal to the management too but they just love to make your life harder dont they

[S]

ok- based on the statement 'overkill' ( Gosh!! what a screen name) made-
"Basically we need to play a "this message is recorded" announcement for our customers which will not be longer than, say, 5 seconds."
here is one more suggestion.

Using strategies, use the regular queue message for the first target, timeout for 5 seconds, and overflow( [size=6pt]if these agents are not available, then from red port of target[/size]) to same group of agents( [size=6pt]u can add other group too if you want[/size]) but, here use a different queueing message saying "this message is recorded"

Makes sense!
S

[overkill]

Well if they insist on playing that message before the call gets transfered to the agent i'll replace all the target selection objects with a subroutine. Even if that looks a bit "overkill" on the strategy 
I found it here: http://www.sggu.com/smf/index.php/topic,2852.0.html