play audio consent during call to client

[MSSJason]

Hi Everyone,
we have a hosted install of V16.
What I am wanting to do is have one of our services be able to play a pre-recorded message during a call, then continue talking to the client.
There isnt a need for a button response, but if its needed we will need to.

Can this be done with the built in functions of 3CX?

I looked at the Digital Receptionist, but wasnt sure the way forward.

Thanks in advance.

 

[VoIPTools]

I suppose that depends on how the inbound call gets to the agent. If it is a direct call to the agent (not through a ring group or queue), I suppose you could route the caller to a IVR that plays the message, then forwards the call to the agent, but that would require a separate IVR for each agent. If you are sending the caller to a queue, then the queue intro prompt might meet your needs. If you are simply trying to eliminate the initial greeting the queue agent has to say every time they answer a call, then you might want to look at our 3CX Agent Greeting tool.

Perhaps you could share a little more information about the issue you are trying to address so we can provide a more thorough answer.

 

[MSSJason]

Hi Matthew, Thanks for the speedy reply.

~Scenario:
So one of our teams does loans, and as part of the signup, they have a large speal that they read out, and get a verbal approval. The Speal is pretty long, and would benefit from having it pre-recorded for the majority.

We would love the staff to be able to be chatting to the client, and then say "i just need to play you an agreement", then have the recording played to the client, and the staff then continue on.

Hope that helps...

 

[cobaltit]

It would also help to clarify your definition of hosted. Is it 3CX hosted or just in the cloud or with some 3CX hosting provider? There are limitations to 3CX hosted and typically to 3CX hosting providers.

 

[cobaltit]

You didn't mention what @VoIPTools asked, which is how the calls get to the agent or teams which can have a role in how best to handle it, particularly with making sure the agent remains available to get the same call back if they are part of a queue. But the gist of it is you could make a IVR per agent that they transfer the person to. They listen to the message, press 1 to confirm which would ring back to the agent. But you'd have to play with the wrap up time to make sure the agent didn't get another call while waiting for the customer to listen to the spiel.

 

[MSSJason]

It would also help to clarify your definition of hosted. Is it 3CX hosted or just in the cloud or with some 3CX hosting provider? There are limitations to 3CX hosted and typically to 3CX hosting providers.

Hi,
Sorry yes i did miss that bit and how the calls come through...
we have a server locally, but then everything is pushed to the cloud, as we have a FQDN with 3cx.

Re the calls
everything comes into the org via one number, which then the reception queue picks up, and routes to the extension they need to get to.

alternatively the staff calls out direct from their extension.

So from what you mentioned, there isnt a way to have the staff stay on the line and hear the persons response, and then continue on?

 

[ChrisC_3CX]

@MSSJason

As mentioned by @VoIPTools, you could indeed use IVRs to accomplish this, however that would also mean that you would need one IVR for each extension and would also mean that the extension could receive a second call while the first caller is still listening to the pre-recorded message.

We would recommend using the CFD instead, which would allow the user to simply transfer the call, have his/her extension profile status automatically change (or have them log out of the Queue) and then have the call transferred back to the extension once the recorded message has ended.

For more information on the 3CX CFD, please consider reading through our documentation found here:
https://www.3cx.com/docs/manual/call-flow-designer-manual/

You may also find tutorial videos on our YouTube channel:
https://www.youtube.com/c/3cx-Global/search?query=cfd

 

[VoIPTools]

It was unclear whether you are just hosting your FQDN with 3CX or if you are hosting your entire PBX with 3CX. If you are hosting with 3CX then there is little we can do to help.

However, if you are hosting with a company other than 3CX then we can provide the perfect solution. We could provide a web page with a single button that when pressed barges into the call and plays the prerecorded message, then disconnects from the call. No need to forward calls to an IVR or log out of queues, etc. Super straightforward.

 

[ChrisC_3CX]

@MSSJason
Please bear in mind that if the 3CX Instance in question is hosted with 3CX, you will also not be able to utilize the CFD I mentioned earlier, as the specific feature is not available with 3CX Hosted Instances.

If however the instance is hosted with another hosting provider or is no premise, the CFD option can be found in the Management Console under Advanced.

 

[MSSJason]

It was unclear whether you are just hosting your FQDN with 3CX or if you are hosting your entire PBX with 3CX. If you are hosting with 3CX then there is little we can do to help.

However, if you are hosting with a company other than 3CX then we can provide the perfect solution. We could provide a web page with a single button that when pressed barges into the call and plays the prerecorded message, then disconnects from the call. No need to forward calls to an IVR or log out of queues, etc. Super straightforward.

Thanks for your ongoing help Matthew, and as you can guess pretty easily, i dont have all the info. Im trying to fill some gaps while others are away, so am treading carefully while finding out the info.

Re your webpage idea, that sounds amazing,if i can pursuade management about the need and there is a way to do this in our setup ill be in contact.

@MSSJason
Please bear in mind that if the 3CX Instance in question is hosted with 3CX, you will also not be able to utilize the CFD I mentioned earlier, as the specific feature is not available with 3CX Hosted Instances.

If however the instance is hosted with another hosting provider or is no premise, the CFD option can be found in the Management Console under Advanced.

Thanks Chris, i just clarified (and so edited my previous post) that CFD is Call Flow Designer... which we have Call flow apps listed.. anyways Ill probably have to leave this one then in Pipe dream land, as i dont have time to go into learning the bits needed, and dont feel like breaking anything trialling. Ill wait till the usual peoples are back to hand that task on.