Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Anrew Livingston on July 29, 2016, 03:10:35 PM

Title: Play pre-recorded audio during a call
Post by: Anrew Livingston on July 29, 2016, 03:10:35 PM

Has anyone here had to setup the ability for an agent to play a pre-recorded message on an existing call?  Can't decide what the best angle of attack is for this (workspace customization, DN to conference in that plays something, etc).  Just looking for best practices on this and haven't been able to find much on the topic. 

Title: Re: Play pre-recorded audio during a call
Post by: cavagnaro on July 29, 2016, 03:14:26 PM

Like what? Usually those are made via call to an IVR in conference mode, like to request a Credit Card Number for example.

Title: Re: Play pre-recorded audio during a call
Post by: Anrew Livingston on July 29, 2016, 03:26:22 PM

Use case here is to play standardized compliance verbiage at a certain point in an active call.  Agent is required to say something verbatim, want them to be able to "hit a button" and have the verbiage play.

Title: Re: Play pre-recorded audio during a call
Post by: cavagnaro on July 29, 2016, 04:13:37 PM

Well WDE can't play audios.
So only source is an IVR or an RP on your PBX.
Up to you.

Title: Re: Play pre-recorded audio during a call
Post by: Adam G on July 29, 2016, 05:03:30 PM

Create a Strategy to PLAY the recorded announcement from your IVR, LOAD it on a Route Point/DN, distribute the number to your Agents and have them conference the number in.  They can go on mute during the playback....

Title: Re: Play pre-recorded audio during a call
Post by: nonny on July 29, 2016, 07:53:57 PM

Agreed.  This is exactly what we've done for our banking, insurance and investment clients.  One RP for each declaration announcement.

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Title: Re: Play pre-recorded audio during a call
Post by: Adam G on July 29, 2016, 08:05:33 PM

This is also the "pass back" process a lot of Directory Enquiries services use.  The Live Agent at the front end extrapolates the business or residential number required from the caller, then passes the call back to the IVR with CTI attached data for TTS to play back the number [i](Example: "The number you require is....")[/i] to the caller and offer further options, such as assisted dial (obviously at a Premium Rate!) [i](example: "Would you like me to call that number for you..?)[/i] , etc...

Title: Re: Play pre-recorded audio during a call
Post by: Anrew Livingston on August 10, 2016, 02:41:40 PM

Thanks all, the playmessage on the RP is fine.  Last issue is getting it to disconnect.  If I use a disconnect block after the message playback it just kills the whole call.  If i use exit, it default routes.  Is there a best-practice approach to automatically disconnecting the announcement RP without tearing down the whole call?

Title: Re: Play pre-recorded audio during a call
Post by: Tambo on August 10, 2016, 02:46:26 PM

is the agent not doing the disconnect?

Title: Re: Play pre-recorded audio during a call
Post by: Anrew Livingston on August 10, 2016, 03:13:32 PM

They could, but in the ideal world we could make it automatic for them, so they dont' have to remove the announcement RP from the conference.  this is done as a conference transfer so the message playback and response are captured in the recording for compliance purposes.

Title: Re: Play pre-recorded audio during a call
Post by: Adam G on August 10, 2016, 04:29:30 PM

Pick up the Agent's DNIS, attach it and use it to route the call after the announcement it played..?

Title: Re: Play pre-recorded audio during a call
Post by: Anrew Livingston on August 10, 2016, 05:31:41 PM

Hah.  Nice.  Well the original agent doesn't actually leave the call on the conference transfer.  I'll experiment with some other ideas like removing the RP from the conference in routing.