Play T&C's during phone call

[pact]

Does anyone have a solution/thoughts to this scenario..

A customer phones in, the phone agent picks the call up, then part way through the conversation they want to play a pre-recorded file which lists off the terms and conditions and the end customer verbally agrees. All of this is to be recorded into one voice recording..

3CX won't allow conferencing with a 'dummy' extension which has a voicemail file.. as far as I'm aware CFD (Call Flow Designer) wont quite do what we want with single file recording.. We're VoipTools partners so we've started a conversation there..

It also needs to be fairly straight forward so the Call Centre staff are not jumping through too many hoops to achieve it...

Thoughts? Or does this end up in the 'Pool Room' (Ideas forum).

 

[leejor]

Generally conferencing, as in "lets conference Bob in" usually expects that the call is to be transferred to that destination, or it at least remains up as 3-way call, which might be overkill, not to mention difficult, to simply play a recording (what tells it to start at the beginning, how many can connect to it?). Recording the customer confirmation (conversation) can be done on the extension currently. If the script to be played is consistent, it might be easier to physically connect an audio player and play an mp-3 file into the headset/handset connection, on the set.

 

[pact]

We had the initial idea of just having a voicemail file on a dummy extension so they could conference that dummy extension in, but 3CX won't let you add an unregistered extension to a conference.

The Call Centre staff all use USB headsets, so aside from some windows audio injection we're stuck from an analogue-audio-injection point of view.

It's an interesting case, I know a few other VoIP systems can do this, but we've not had to implement this with 3CX to date.

 

[leejor]

As fas as I'm aware, 3CX doesn't really support a 3-way call as it is commonly implemented by other (older) PBXs.

 

[pact]

I've experimented with some audio rerouting software, such as https://www.vb-audio.com/Cable/ but the flaw in the overall idea is that both the Customer and Agent need to hear the recorded file, with this software I can get the Agents Voice and Recorded File to end up at the customers ear, but the Agent cannot hear where the prompt is up to... so its almost a solution but I would like the Agent to hear where the prompt is up to if they need to pause it..

 

[pact]

Well, that website I just listed may have had the answer, but with a different product.

https://www.vb-audio.com/Voicemeeter/index.htm

This seems to give what we need, it's allowing Local Audio mixing with A/B sending, so it's doing exactly as needed... so I think I may have found a solution.

I'll try some production testing tomorrow..