Need to to replace "Thank you for calling. Your call in very important..."

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I have what I think/hope is a simple approach to creating voicemail(vm) functionality in Connect.

My main contact flow is simply:

  1. Entry point
  2. Set call recording behavior (Enable: Customer)
  3. Play prompt ("Please leave your voicemail.")
  4. Set working queue (Voicemail Queue)
  5. Transfer to queue
  6. Disconnect / hang-up

The queue has a one single agent set to Available. That agent is set-up with a desk phone and it's number is the 1-800 number of my contact center. After call work(ACW) timeout is 1.

The good news is that the customer's vm is recorded and saved in the expected S3 bucket.

The issue is that I'd like to insert a silent wav file instead of the default "Thank you for calling. Your call in very important to us. It will be answered in the order it was received." audio recording.

At a high level, I just want to play an audio prompt to leave vm and transfer a call to the only available agent and have no other sounds emitted to the caller. By recording the customer only part of the conversation I would capture the customer's vm.

Thank you for any guidance.

PS: My "Please leave your voicemail" is also heard a second time.

PS2: I've seen the suggestions to use a third party vm service. This is a last resort at this stage of our evaluation.

Edited by: JayDee on Apr 4, 2019 10:20 AM

Edited by: JayDee on Apr 4, 2019 10:24 AM

JayDee
질문됨 6년 전526회 조회
3개 답변
0
0

VoiceFoundry offer a voicemail service:

https://voicefoundry.com/voicemail-for-amazon-connect/

DanBloy
답변함 5년 전
0

There are many ways this problem can be solved. I'm concerned with the "virtual agent" approach because it could err and leave a potential valuable customer interaction underserved.

My team has developed a solution that does not require any custom development on your end. It provides a full featured voicemail tool that can be customized to your needs.

Have a look at https://amazonconnectvoicemail.com for more information and please do reach out with ANY questions you might have!

jbyars
답변함 5년 전

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