"Bridging" audio into a call

[TalkingScientist]

What are the options for bridging/conferencing audio into an existing call to agent. 

Example would be reading a lengthy legal disclosure. 

[bill.king1 · Accepted solution]

There are many ways, it depends on how advanced you want it to be, but for instance some clients who change their verbiage often will set up a Unity mailbox extension 12345 that doesn't allow leaving of messages.

Business records/updates mailbox 12345 as needed. When agent gets call and they need to play that part to caller, they conference in 12345 where both hear the message, and then unity mailbox leg is dropped and the call continues with caller and agent.

There are other ways, but depends on how many of these you need, how often they change, does it all need to be recorded with all 3 parties on the line, etc.

[TalkingScientist]

I was hoping for solutions that worked similar to Agent Greeting but on demand in the middle of a call. User presses button in Finesse and the audio starts playing. 

But the engineer in me often over engineers. Conferencing is probably the simplest solution.

[bill.king1]

In this case it two buttons, one for conference and second could be a Finesse speed dial that goes to that compliance message. Again, I'm sure the Finesse gadget masters here can weigh in on a quicker solution (this topic has come up before), but there will be much more involved in setting that up.

[david.macias]

Yeah don't overthink it. There are more advanced solutions using the built in bridge, but why? Like @bill.king1 said you could setup a one button on Finesse to do the conferencing for you and the endpoint could be Unity or an IVR app.

david

[PTS]

The 3rd party solution "MARS Agent Greeting" for Cisco CUCM can provide on demand play out a greeting message to the customer in the call.

PFA a short write-up on the solution

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