Play a wav audio if agent doesn't pick up call

Genesys Cloud Applications Architect
1

Hi everyone,

I'm trying to implement the following use case in Architect inbound call flow:

  • if an agent doesn't pick up the call in 40 seconds a wav audio will play saying "Thank you for contacting the commercial customer service. Our operators are temporarily not available."
    How can I implement this feature?

Can anyone help me with this?

Thanks

2

Hello,

You can achieve this with Architect In-Queue Call flows.
See here for info on in-queue flows

There is a sample Architect flow you can probably use as a base start.
Check the in-queue voicemail example on this page
You can change it to play an announcement instead of collecting digit/input from the customer and sending to voicemail.

As a side comment, note that the Genesys Cloud CX Community forum is likely a better fit for such questions.

Regards,

3

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