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supervisory ability to record message in Webex Contact Centre

mrvoipstuff
Level 1
Level 1

undergoing a transition from UCCX to Webex Contact centre. One of the features used on UCCX is Supervisors needed to have an announcement played on IVR at specific point in the call flow. So we'd have a separate number provisioned for them to dial. Anytime they need the message ON - they would call the number, authenticate and record the announcement. That CCX script would then save that announcement in prompt management repository and update parameter in an XML file to be TRUE. So TRUE would mean a message has been recorded and that XML can now be referenced from any UCCX script. So we'd typically reference it from our main IVR script, check the parameter using standard IF check and play the message they had recorded. When they didn't need the message they would dial another number which changes the XML parameter to FALSE so it won't play the message. this has worked a treat for more than a decade. 

I cannot find in Webex CC other than giving supervisor access to flow designer to achieve this. is there a way in Webex contact centre to do the same ? From what I can see global routing strategy is one way but I only need to add announcement at specfici point in the flow so don't think another routing strategy would be the answer.  

Appreciate any feedback please ! thank you. 

1 Accepted Solution

Accepted Solutions

asmvar@1234
Spotlight
Spotlight

Hi @mrvoipstuff , 

You can mimic the same CCX XML setup with Webex Contact Center. Only catch is you can't store XML file anywhere in Webex Contact Center. 

You can use GITHUB and create custom repo for the same and create XML document and in Webex Contact Center Flow Designer you can use "HTTP Request" step to do API call via GET/POST method to set True/False. Accordingly you can decide call routing logic. 

To create recording you can explore Create Audio File API 
https://developer.webex-cx.com/documentation/audio-files/v1/create-audio-file

I managed to get this working in my setup for other requirement. 

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4 Replies 4

asmvar@1234
Spotlight
Spotlight

Hi @mrvoipstuff , 

You can mimic the same CCX XML setup with Webex Contact Center. Only catch is you can't store XML file anywhere in Webex Contact Center. 

You can use GITHUB and create custom repo for the same and create XML document and in Webex Contact Center Flow Designer you can use "HTTP Request" step to do API call via GET/POST method to set True/False. Accordingly you can decide call routing logic. 

To create recording you can explore Create Audio File API 
https://developer.webex-cx.com/documentation/audio-files/v1/create-audio-file

I managed to get this working in my setup for other requirement. 

thanks for sharing. will give that a go ! 

There's a thread on this same type of request here with a couple different suggestions/examples.
https://community.cisco.com/t5/contact-center/webex-cc-audio-prompts-recordings/td-p/4992671

thanks for sharing !