Bertrand Collard SR TECHNICAL SPECIALIST

Hi guys,

Imagine a voice workstream with a PVA (act as IVR) attached to this workstream.

Also a voicemail queue is defined to handle calls when OutOfOffice Hours.

Currently, if a customer calls phone number attached to the voice workstream during office open hours, the call is route first to PVA Bot. And that cool.

BUT, if customer calls during OUT of office hours, the call is routing to voicemail queue if defined and not more to PVA first.

Once again in Customer Service area, the goal to setup an IVR is to handle ALL calls whenever call center is open or closed.

So does PG could change implement this?

Thanks.

The goal if this feature is to be able to send an event (like invisible message with payload) from agent during chat conversation.

This event should be catch with addEventListener browser Javacript command and get object as parameter like:

window.addEventListener("lcw:onReceivedEvent", function (event) {...})

with event = { type : "eventName", payload : json object }

With this feature. it will be possible to extend client side capability to call website API for instance.

One of my customer want to deploy LCW in there eCommerce website and allow CSR to add product of website in customer cart.

The goal is to be able to do the same in LCW => something like:

adaptivecard sent by PVA :

{

  "type": "AdaptiveCard",

  "version": "1.0",

  "actions": [

   {

    "type": "Action.Submit",

    "id": "clickMe",

    "title": "Click me!"

   }

  ]

}

On website client side with LCW 2.0:

window.addEventListener("lcw:onExecuteAction ", function (action) {

})