Play audio file to caller

[retlas]

Hi guys,

Does 3CX support injecting an audio file into the call?

We have to read a consent message to hundreds of callers a day. Would be great if we could figure out a way to play that file using the web client.

 

[cobaltit]

You can route them through a queue or IVR and play it as a greeting message or create a CFD for that purpose:

https://www.3cx.com/phone-system/call-flow-designer/

 

[ChrisC_3CX]

Just want to add that, if you use the IVR to do this, you can only set a static destination for the call to be forwarded to once the audio prompt has been played. You could have agents give their extension to the caller so that the caller can dial the agent's extension number while in the IVR and hence get connected back to them.

Using the CFD would make things much simpler as you can have it, play a prompt and then automatically transfer the call back to the extension that initially transferred the call. If you need additional help or information regarding the CFD, I'd recommend posting your questions in the appropriate forum: https://www.3cx.com/community/forums/call-flow-designer.63/

 

[retlas]

Thanks for the idea with CFD @ChrisC_3CX and @cobaltit

 

[VoIPTools]

If the agent is answering queue calls, and you forward the call out to a CFD, there is no guarantee the original agent will be available since as soon as the call leaves the agent, they will be available for the next queue call.

I would propose a different solution. How about you have a list of pre-recorded messages to choose from. When required, select the desired message, have the application perform a barge, play the message and drop from the call. We did something similar with our 3CX Agent Greeting tool. With this tool, when an agent answers the phone, our tool automatically barges into the call, plays the agent's greeting (pre-recorded with the agent's own voice) and then drops out of the call leaving only the agent and the caller remaining in the call. One of the cool things is that this process doesn't appear to be counted against your simultaneous call count

This approach has a proven track record, and does not require forwarding the caller to a different IVR or CFD.

 

[retlas]

@VoIPTools can this greeting tool be triggered by the agent on demand?

 

[VoIPTools]

The current tool "3CX Agent Greeting" simply plays the agent's greeting when they answer a queue call. But it would be fairly straightforward to combine several features from our other tools into a new solution to allow you to choose what audio to play and invoke the message by pressing a button. Let's discuss your needs outside of the 3CX forums. You can contact me directly using the information in my signature block below.