finesse question about audio

[jdickinson]

Is there a way to play recorded audio using finesse?

[dekwan]

Hi,

Do you mean through the call? Or do you mean on the client machine from the agent desktop. From the call, not that I know of, unless there is a CUCM feature that allows it.

Thanx,

Denise

[jdickinson]

I think we want the user to be able to send the call to a recording, that essentially ends the call.

[dekwan]

That might be able to be done via CCX with a script, but I am not sure. I haven't done it myself.

THanx,

Denise

[jdickinson]

is there a way to execute a UCCX script from finesse?

[dekwan]

The agent would need to transfer the call to the ivr/RP

[jdickinson]

So to clarify you are saying, we  could have a gadget button to ask the call to be transfered to an ivr/RP recording.

Or should the agent transfer manually? It may be easier to have a button...

[dekwan]

This is all theoretical based off of what I know about Finesse and UCCX, but yes. You can have a button on a gadget and have the RP number hardcoded. The only thing is if the agent has more than one call, you will need to determine which call gets transferred.

Thanx,

Denise