Manual outbound dialling and voice prompt

Product Q&A
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1

Hello

I have a question about the below use case

  1. Agent makes a manual outbound call.
  2. Other party picks the phone.
  3. Conversation starts.
  4. It is time to end to call, conversation is about to end.
  5. Agent says “If you want to listen about our company XYZ Policy please stay on the line”
  6. Agent hangs up, customer does not, because s/he wants to listen the announcement.
  7. Customers listens the announcment and hangs up. Call is ended.

Is such a scenario possible? The aim is to make the customer have the opportunity to listen to an announcement of the company. Like GDPR info or similar.

With inbound calls it is simple. just put a Play Prompt behind a Menu block.

Witk manual outbound calls we do not have a scenario to edit as far as I know.

SP version is 5.33.0.72 (Stable).

Thank you.

Cem C.

2

A solution/workaround

I used a new scenario for GDPR prompt and assigned a scenario entry to it. The internal number is lets say 8555 and it is published to agents in the tree. Agents can now blind transfer to that internal nuımber instead of directly hanging up.

There is no “default action onHangup, onTargetDisconnected” for default bridge scenario. So the agent always must make a blind trasnfer for this case.

Cem C.