As mentioned in my first topic about transcription, we are trying to build an inbound call flow integration with our helpdesk system, so that call transcripts are used as the text of the helpdesk ticket. The call flow is configured so that we only start the transcription right before the part of the call where they are prompted (with a Collect Input task) to provide a "message" describing the issue. They press pound (#) to end the message, which stops the transcription, and the call flow runs the data action to create the helpdesk ticket. We have a separate process that polls the Genesys APIs to get the transcription and update the ticket. This is working very well, but we've run into a strange problem with a new feature we added.
For certain callers, we allow pressing 0 during any part of the flow to transfer them directly to a helpdesk technician, bypassing the need to create a ticket using the IVR. Sometimes, however, the technicians are not available, and the Transfer to Number fails because the call was never answered. We expect this and give the caller the option to try the transfer again, or to return to the IVR flow and create a ticket.
The only problem is that, once the flow tries to transfer, we can no longer get a transcript of the "message" they provide describing the problem. Looking at the Interaction Detail in Cloud => Performance => Workspace (that is the menu path, I'm not sure how to better describe it), the recording stops at the first transfer. I'm guessing it is a problem in how the transfer maybe leaves the trunk line, which has recording enabled, even if the transfer fails...? I don't have a very deep knowledge of the telephony side of this.
I'm fairly certain we could avoid this problem by using a bot flow to collect the issue description, but we haven't gone that way yet, and it has its own complications and costs. With our existing flow, is there anything we can do to keep the recording and transcription going if the Transfer to Number fails and the inbound call flow continues?
This is a really niche issue, but I appreciate any help anyone can provide. Thanks!