Customer on Hold in GVP while agent doing a research

[Lorenzo]

Hello,

We are requested to implement the following call-flow :

A customer answers to GVP questions that will be recorded (for example a customer would ask the phone number of a “pizzeria” in “Roma” : these words would be recorded in two files), then the Genesys targeted agent listens to the recorded files and searches the phone number while the customer waiting listens to messages in the GVP.

The agent can then press on DTMF keys to tell the GVP to give the phone number to the customer or GVP can ask again the questions to the customer and the agent can listen to them.

Would this be possible to handle such a call-flow with SIP server and GVP 8 ? Would this be a kind of call consult or mute conference made from GVP ?

Any help would be appreciated

[Fra]

I don't mean to open a flare here, but this doesn't sound to me a good practice: why would you conference an IVR app with an agent to fulfill a perfect example of a self service? You're going use agents for banal queries and at the same time use expensive GVP ports. Can't you just integrate your VXML app with a back-end against which a simple lookup is made?

Fra

[Lorenzo]

The current call-flow is indeed implemented in this way.
I fully agree that self-service would be appropriate but in this case we would require speech recognition and then take the customer inputs to make a simple lookup, correct ?

[cavagnaro]

Yes that is correct, because if not time will be precious too and probably would be better just to transfer directly to an agent instead of recording and such and then go to an agent who will have to listen those recordings and search.
Agree with Fra, ASR will be the best way

[Fra]

1. yes, ASR + web service call for lookup
2. otherwise, for your idea recording + complex telephony scenario for GVP to play back the phone number (no clue how you would control a VXML app from a softphone LOL): also, how do you think you can have a conference where the agent listens a recording, the customer music, then a 3-way conference (and then not sure what else)?

I don't understand what's the rationale / benefit of having GVP play back something if the call is connected to an agent 

Fra