FAQs: Architect

You can find the interaction Voicemail Analytics in the Interactions view.

Note: Under the Available columns section, you can view the list of available column names and their descriptions. If you cannot find a column in the table, in the search bar, enter the name of the column to view its name and description.

For example, under the Available columns section, in the Interactions section’s search bar, search Voicemail to view the Voicemail column and its description. Under the Available columns section, in the Metrics section’s search bar, search Total Voicemail to view the Total Voicemail column and its description.

Genesys Cloud streams audio in real time to a user-configurable API URL endpoint for Nuance Recognizer as a Service (NRaaS). NRaaS is a Genesys Cloud integration with Nuance, an external automatic speech recognition (ASR) provider, which requires Genesys to route requests to cloud services hosted outside the Genesys cloud infrastructure. Therefore, for example, even if the Genesys Cloud organization that uses the NRaaS integration is located in Mumbai, Genesys Cloud cannot guarantee that it keeps all streamed audio exclusively within the Mumbai region. Also, if a Genesys org is based in Mumbai, but the NRaaS integration supports languages like Canadian French or Italian, Nuance serves those languages from data centers in Canada and Europe, respectively. According to the Nuance documentation, ASR requests for these languages must be sent to Nuance URLs hosted in those regions, outside the Mumbai region. The same applies to all Genesys Cloud regions.

Nuance Recognizer as a Service (NRaaS) is a third-party, cloud-to-cloud integration. Genesys Cloud streams out audio in real time (along with the GRXML grammar file) to Nuance Recognizer for processing. NRaaS transforms the audio to text, and returns the results to Genesys Cloud.

You can configure No Input timeout for Genesys Dialog Engine Bot flows for voice interactions. For digital interactions, use Genesys Digital Bot Flows. Bot flows can run for up to six days while they wait for input from the participant. For more information, see Set up user input for a bot flow.

Yes, you can configure the Architect voicemail flow to allow an inbound caller to opt out of directing to a Genesys Cloud user’s voicemail and routing to a queue instead. For more information, see Configure a voicemail flow to allow a caller to opt out of voicemail. You can also replace the system greeting with blank audio. For more information, see Replace the built-in voicemail system greeting with blank audio.

The above articles include separate templates for each process. However, this template includes both configuration options:

• Opt out of voicemail and replace system greeting with blank audio example

In an inbound call flow that uses the Call Common Module action to call a common module, you may encounter a validation error. This validation error appears in the call flow, indicating that the common module contains errors that must be fixed. However, when you open the common module flow, no validation errors appear and you can publish the flow.

This validation error can occur when the common module uses text-to-speech or speech-recognition functionality, and requires that the flow has a configured text-to-speech engine for all languages supported by the common module flow. Because the calling flow sources the data needed for such functionality in the common flow, the calling flow must have the same set of supported and configured languages.

Genesys Cloud subscribers can add Architect Dialog Engine, the Genesys native bot flow building tool in Architect, to their subscription. Charges for Architect Dialog Engine vary, depending on whether the bot conversation takes place on a voice or digital channel. For more information, see Architect Dialog Engine bot flow pricing.

Accuracy for the estimated wait time calculation improves overall. Any existing padding remains in place. With the improvement to estimated wait time accuracy, you may need to review or modify padding with the improvement to estimated wait time accuracy. For more information, and to view playback mode examples, see Play Estimated Wait Time action.

You can make estimated wait time requests just as you did previously, but now with improved accuracy. For more information, see Add an estimated wait time action to a task and Play Estimated Wait Time action.

There are no changes to the Estimated Wait Time API other than an improved estimated wait time calculation. For more information, see the Estimated Wait Time API documentation in the Developer Center.