Genesys Audio Hook introduced Update Transaction Message recently and this change is breaking our existing system. We are trying to working around this situation but we are unable to see Update Transaction Message in the audio hook in our environment. We want to know how to enable Update Transaction Message for our audio hook or what are steps that needs to taken so that we start seeing Update Transaction Message.
It would appear that currently only the 'language' property is the only property that might be sent in an Update message. To trigger that event you might need to have an initial callflow that starts out in one language and then if the caller presses a number to be in another language, then transfer them to a callflow in a different language.
We have created additional call flow for another language (say Spanish) and was able to transfer to English language call flow but still we are not able to get Update Transaction message from audio hooks. We have added additional languages to existing call flow also to switch to different language other than the current language the call flow started with. In both cases we are not seeing update message from audio hook.
Could you please provide step by step example on how we can achieve update message in the audio hook.?
Is there a way to get update message during a on going call after the caller is connected to the agent?
If I understand correctly any language change done through the IVR flow before the caller connects to the agent will not trigger the UPDATE message as the UPDATE message is only after the OPEN message, but I am not sure how to trigger a language change/ UPDATE message once the caller is connected to the agent.