Table of Contents

Sending a Voice Note from the Agent to the Customer (Genesys + Lynn)

To send a voice note from the agent to the customer using the Genesys platform, a tool provided by Lynn will be used, which will be invoked from a Script in Genesys.

  1. Create the Script in Genesys
    First, create a Script that includes a button configured to invoke the following URL:

     {{BASEURL}}/PureCloud/ToolAudioRecordingAgentOM?data={{ContactId_Security}}&tenant={{TENANT}}&division={{Division}}&actionId={{ACTION_ID}}&channel={{ChannelId}}&service={{Service}}&provider={{Provider}}&criteria={{Criteria}}&criteriaValue={{CriteriaValue}}&contactId={{ContactId}}
Note

The names of the Genesys variables are suggested and can be adjusted to the naming conventions used in your instance.

  1. Configure the button

Assign a label to the button (e.g., "Send voice note").

Set the type to: Actions.

Select the action: Scripter.Open.Url.

!GC Button

  1. Configure Scripter.Open.Url

Paste the previously indicated URL.

GC Scripter

Make sure all the variables used are defined as INPUT variables in the Script.

GC variables

Required variables in the Script:

  • BASEURL
  • ContactId_Security
  • TENANT
  • Division
  • ACTION_ID
  • ChannelId
  • Service
  • Provider
  • Criteria
  • CriteriaValue
  • ContactId
  1. Retrieve variables in the Genesys Flow (Architect)
    In the Inbound Message Flow in Architect, the following variables sent from Lynn must be retrieved as attributes:
  • BASEURL
  • ContactId_Security
  • Tenant
  • Division
  • ActionId
  • ChannelId
  • Service
  • Provider
  • Criteria
  • CriteriaValue
  • ContactId

GC flujo audio