My customer has a series of announcements it must play to a customer e.g. "this call may be recorded", "your privacy is important", "Our advice is general in nature" and must indicate in their call notes that the customer has heard these announcements as it is required in their industry regulations. Their current system (Genesys) has been modified to allow a set of messages to be played from the Voice controls (so the representative doesn't have to read them aloud to every caller) with a countdown timer showing how long the message will play for. The representative is effectively in conference with the caller and the recording.

Ideally there should be a drop-down allowing the representative to choose which recording to play to the customer so that the recordings can be updated by an administrator as required.

Note: These announcements can be also played in the IVR, which will set a context variable for each message played, but it is still the representative's responsibility to ensure the customer has heard all the relevant messages - the IVR has the usual "speak to a person" option which sends them straight to the queue before all the messages play.

It would be very beneficial if this option could be added.