Pass callers details through to Group/Queue

Hi, Can anyone advise if its possible to pass a recorded name captured from a dialogue block over to a group / queue so that the agent can be told the persons name / reference number before accepting the call?

The work flow is:

User calls in.
User is prompted to record their name and reference number at the dialogue level.
User joins the appropriate queue.

Agent has this recorded name and reference number announced to them before answering the call. Therefore the agent is able to find the call on our helpdesk system.

Thanks
Mark

Hi Mark, there is no way to pass the name to someone as the Dialogue does not have any speech to text availability. You can pass a reference to an Agent using a Dialogue.

You can use Query blocks to look up data based on a reference but also use Speech (licensing permitting) to also pull data from a different source.

You are also able to use the built in CRM connectors that can pull data from 3rd party sources to screen pop and pull information to the agent screen.

So there are plenty of options to do what you want, just need to look at what is available to yourself in regards to the data source but also how you would like it to work for your solution.

Kind Regards.

Jonathan

Hi, just to follow up from Jonathan Redsell’ response. It is actually possible to have the recorded name played back to the agent.

To do this you would create a “Custom Whisper” dialogue. This could be setup to play something like “You have a call for Customer Services from…” then play the recording where you captured the callers name.

This is a quite an advanced feature but I am happy to provide guidance on how to achieve it. Let me know you would like to have a call to go through the configuration steps.

Thanks

Jonathan Gunner

@JonathanGunner Brilliant! I had completely forgotten about this feature.

Hi Jonathan, That is great, I am working on Converse for most of today so I am free to chat whenever suits.

I shall PM you my DDI / email if teams is better. Thank you.

@mark.young16 Here are the steps you can take to achieve what @JonathanGunner is talking about.

Step 1 - Your Dialogue

You will need to add the following blocks to your Dialogue.
  • Record Block - For recording and storing the callers name.
  • Number Entry Block - For asking the caller for their reference number.

Adding a Record Block

Firstly add a record block by clicking on the Create New drop-down list within your Dialogue, and selecting the Record block type.

I have configured my block as follows:

  1. Given it a meaningful name.
  2. Added my prompt to play to the caller.
  3. Configured the Total Timeout (time given to the caller to complete the action to 10 seconds, set the total Silence to 3 seconds.
  4. Created a Variable called Name.
  5. Selected the next block to go to once the recording is done. I have set this to my Reference capture block.

Adding a Number Entry Block

I can do this in two ways, 1) using the same method as above, 2) from within a block and choosing Go To - New Block - Number Entry (which is what I did in my previous block).

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Once created I can then go into that block and configure it as required:
In mine, I

  1. Added my prompt to play to the caller
  2. Added a minimum and maximum number of digits
  3. Added a variable called Reference
  4. Set where to send the caller next (this is also required to be set just above where you set your variable, I sent this to my transfer block in both instances).

Passing the information through to the Agent

Once you have completed these blocks you can pass this information through to an Agent.

Open your transfer block(s) and use the Pass a Value to a Service button (next to the Service drop down list) and then again press the Add Another Value. This gives you two values you can pass though. In mine, I added the Name and Reference and assigned the Variables I captured to each.

This is all I need to do to this Dialogue (apart from publishing it).

Creating a Whisper Dialogue

Go Back to your Dialogue List and create a new Dialogue, give it a meaningful name (I have called mine Support Whisper Prompt).

This Dialogue only requires one Message Block. Within that Message Block you to add your prompt you want to play to your agent plus the following Variable - Select Variable - Context then edit the Context Variable within your Prompt to be .variable you want to play. In this instance my variable I want to play to the agent is my Name variable so my whole variable looks like this %Context.Name% which means it will use the Name Variable I stored in my main Dialogue in this Context.

Once complete I set this to Hang up and then publish the Dialogue.

Enabling this in your Contact Centre Queue

To enable this Whisper Prompt for your Contact Centre Queue(s) go to Contact Centre - Your Group - Your Queue and scroll to the very bottom. Within the Whisper Transfer IVR you can select from the drop-down list the new Whisper Prompt Dialogue you want to play to your Agent.

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Your Agent when answering will be played the callers name and on the Agent Details panel will be displayed the callers reference number that they entered.

We hope this does what you are looking to achieve.

Many thanks.

Jonathan Redsell (as there’s two Jonathan’s just to confuse you all :slight_smile: )

2 Likes

Oh… you would not believe how close I was to that. Excellent I will start building the whisper part now. Thanks Jonthan number 1/2

Thank you very much.

I think I am nearly there… When I complete the steps as suggested and I answer the call as an agent it reads out the ‘You have a call from…’ but it does not shout out the variable. Its almost like it is reading it out but I can not hear it.

The caller is stuck waiting - i assume mid being connected to me (‘you are number x in the queue’) and I am stuck with the incoming call on my dashboard with my phone answered.

If I hang up as the agent the call goes back into the queue and its starts again.

I started fresh on a test dialgoue so I have a complete copy of what you have demo’d.

Any help here would be great. Thank you very much.


image 2

yeah we have reproduced, now trying to see what’s going on. will come back to you.

1 Like

Hi @mark.young16 seems we have found a Bug that requires a fix. We will be pushing this into 5.11 so will let you know when it’s released.

This is an issue where for some reason it’s not passing the recording through to the other whisper dialogue - works fine if you pass the reference to play.

As an aside to remove the very strange reference for the name from appearing on the Agent Screen you will need to do the following.

In your Transfer Block instead of the Name being Name it should be _Name. The _ hides this from the Agent application. As this is a recording, it does not need to be displayed on the Agent screen.

The Whisper message should then be %Context._Name% as this is now the reference that is being passed through.

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The only down side is that this is currently not being passed through like it should be. We hope to get this fixed soon for you. Sorry for any inconvenience caused.

Jonathan

Thank you for letting me know.

Hi All, do you know if the fix for this is on route?

Still in the pot to be fixed Mark, but there may be a work around. Shall take a look at it and post results.

Hi All, so there is another way to achieve this without needing the latest (soon to be released) version.

The method is quite good actually and it’s a bit strange we didn’t think of this at the start. So let me get to it.

For this you are going to need to use the Query Block. Let’s look at this.

In my Dialogue I am asking the caller to record their name and then the dialogue Goes To a new Query Block (Called Store Name).

My record block, asks the caller to record their name and then stores this as a variable called %Name%.

This then loads my new Query Block.

My Query Block is set to Store a Recording in the Database (1). The I use the value of %System.SessionID% as the variable name (2) to store the Recording (3) %Name% against.

This is a great way to ensure each recording is unique to the call in question. Use the Variable button and select System - System.SessionID from the Variable selection lists.

I then tell the Query block to go to my next block (4) - in this case it’s off to my Contact Centre.

The next stage is to create my Name Whisper Prompt Dialogue.

In this Dialogue I have four blocks

I use two Query Blocks (One to pull the recording, and another to delete the recording at the end of the message being played). It also used two Message Blocks, so that if it successfully pulls back the caller’s name, it plays the name and if not, it plays a standard message to the Agent.

Block 1 - Pull Name Recording (Query Block).

As you can see, in the settings I choose Fetch a Recording from the Database (1) and then I used the same %System.SessionID% (2) to pull the associated Name to that particular call, I then store this result in the Variable called %Name% (3).

If successful it goes to my Play Name Message block and if not it goes to my No Name Message Block.

In my Play Name Message Block I simply say “You have a call from %Name%” and then send it to my final Block of Delete Recoding (Query Block). This then plays a nice prompt and the callers recording to the Agent.

If there was not a recording or there was an error it would play my other message to the Agent and then carry on to the Delete Recording Block.

Within my Delete Recording Block, I select the option of Delete a Recording from the Database (1), tell it to delete the recording for the %System.SessionID% variable (2) and at the end, Hang up the call (3).

Then all you need to do in your Contact Centre Queue (and you do this for all Queues you want to do this to, it is not at a Group level), is set the Whisper Dialogue you just created. - Don’t forget to publish your Dialogues before doing this bit.

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That should enable you to ask the caller their name/information and then store this to play to the Agent when they answer the phone.

Hope this helps and let us know if you get stuck or have any other questions.

Many thanks.

Jonathan

I Just set up the database recording method this morning and it works perfectly. Thank you very much for running through that :smiley: