In Architect, I want to be able to give the caller the option to leave a message. The caller is prompted to leave a message. Once the customer leaves a message, they press # to confirm they are finished. Then Architect stops recording them.
This is a pretty easy task with Avaya, Twilio, and Amazon Connect, but I don't see how to accomplish this through Genesys. I do see that there's an "Enable Participant Recording" block, which maybe can do what I'm looking for, but it says it can't stop the recording once it's stopped (per documentation Enable Participant Recording action - Genesys Cloud Resource Center).
Is the Enable Participant Recording the best way to go about this, or is there a different way to record in Architect that will allow me to be able to start and stop recording so people can leave a message?
Transfer to voicemail exits out of the flow. We can work around that limitation as long as we are able to play a message after the voicemail has been left, and we also want to call a web service to report the results of the call. Is it possible to pass the flow's variables to the voicemail, then after the voicemail is left, pass those same variables along with the voicemail recording to another flow that plays the message and calls a web service?
You can modify your voicemail flow to do (almost) anything you want. Use set & get participant data to pass values between flows. You cannot pass a recording between flows, it goes to the user/queue/group it was for when you submit it. Use a data action to call a web service.
I do the see the default voicemail flow, but I want to make one specific to this application. I don't have the option in this screenshot to add the flow like I do with an inbound call flow. I added all of the "Voicemail" permissions I could find to my user.
You can't. An org has 1 voicemail flow only. You can edit it and publish it with whatever changes you want. But since you only have 1, you need to be careful. If you happen to have a 2nd org just for development purposes, feel free to play with that org's voicemail flow. If you only have this org, do debug publishes only until you are sure you're ready for your changes to go live.
For the voicemail Transfer Target, I have the option to transfer to a User, Queue, or Group. I was expecting to be able to transfer straight to the voicemail flow from the "transfer to voicemail" block. In this case I guess I would need to create a new user whose sole purpose is to be an answering machine, and point the transfer target to that user? Or maybe I can make a queue with no members, so it goes straight to voicemail without being directly tied to a user's profile? Do either of those options make sense?
I tried to send it to the voicemail of a queue, with the intention of an agent not picking it up. However, the interaction got stuck in limbo forever because I think it was expecting an agent to take the call. The interaction continued on for over a day, and I had to use the "Disconnect Interaction" option in the Admin controls to stop it.
Maybe I'm not using the "transfer to voicemail" block correctly? I just want to transfer to a voicemail, record a message, and then end the interaction completely with no further action necessary. I'd rather not create a dummy user that just exists to just be used as a voicemail.
This is for a survey application. After a caller answers a few questions, they are prompted to leave a recording with their feedback on the agent they were just speaking with prior to the survey.
Customers of the survey will be able to listen to the recordings, but the intention is not to call the caller back, since the caller had already finished an interaction with an agent.
Basically, I need the interaction end after a call leaves a voicemail, and I need to be able to access that voicemail after the fact. When transferring to a queue, the interaction does not end since it's expecting an agent to call the person back, so that sounds like it's not the right answer. I read the article you posted, and it looks like there's a way to handle this without requiring a callback, but it's not clear on how to have a caller leave a voicemail and end the interaction (instead of letting it float in limbo).
When transferring to a queue, the interaction does not end since it's expecting an agent to call the person back, so that sounds like it's not the right answer
Not exactly. The interaction doesn't end because it's waiting for an agent to accept it. Once an agent has accepted it, they can choose whether to call the caller back or not. The interaction will end when the agent disconnects the interaction.
I suppose you can use user voicemail and send them all to yourself. But go look at voice survey flows first. You can use a free text question and you'll get the transcribed audio of what the caller said.
I looked through the articles. I don't understand the concept of a "free text question." Does this give the caller the ability to leave a message, and then it's automatically transcribed?
Is there an ETA on when this voice survey flow functionality is available?
