ClearConnect welcome-call demo¶
Status: Current | Last reviewed: 2026-10-08
Open ClearConnect. A real participant plays Ashley, and the coordinator calls them through Genesys. Pacey listens and updates the patient workspace during the conversation.
Start the call¶
- Select Sign in with Genesys. Use your demo organisation account; the configured demo account is named Demo User.
- Select your WebRTC phone in Genesys Cloud. Your account needs outbound-call permissions and membership of ClearConnect Welcome Calls.
- Open Welcome Call, select Ashley's welcome moment, then open the call workspace. The coordinator shown above the patient is the signed-in user.
- Enter the participant's actual phone number in Ashley's test number,
including the country code, such as
+1…. The seeded patient record does not supply a dialable default. - Select Call, allow microphone access, and have the participant answer.
Use Mute, Hold / Resume and End call for the live call. If the page was reloaded during a call, select Reconnect audio. The Transcript tab shows patient and coordinator speech as it arrives; interim text is revised when the final transcript arrives.
Rehearse the choices¶
Have the coordinator offer the available services. Ashley can accept or decline any of them. A useful rehearsal includes:
- Accept copay assistance and nurse educator support.
- Decline peer support.
- Request text messages in English and give a callback window.
- Agree a next action, such as sending the welcome packet and calling Friday.
The choices and preferences should appear as they are captured. Changing a decision later in the call updates the case; replaying an older event does not undo the newer choice.
Pacey's live guidance appears in the right panel. Ask Pacey answers questions about the current case through its Agent Studio agent. The Case brief and Suggested talking points provide preparation from the demo case. Captured choices and Pacey's call summary come from the conversation.
Review and finish¶
After End call, open Next Moment. Allow a few seconds for Pacey's summary. Review the agreed actions before recording follow-up or selecting Send for documents. Suggested actions are not automatically marked sent or scheduled. Document delivery remains dependent on a configured delivery service.
To change the signed-in coordinator, open the account menu and select Sign out of ClearConnect. This ends the app session. To switch the underlying Genesys SSO account, sign out in Genesys Cloud as well. The chapter/persona menu changes the demo view; it does not change the Genesys identity placing the call.
The Agent Studio configurations are ClearConnect Welcome Call Copilot
(4871) and ClearConnect Pacey Assistant (4872).
Use Reset after finishing the call to restore Ashley's demo data for another rehearsal. This clears the app's prior call history and captured choices for the patient. Reset is blocked while that patient has an active call.
If something does not appear¶
| What you see | What to check |
|---|---|
| Select your WebRTC phone | Select your own WebRTC station in Genesys, then reconnect |
| A Genesys permission or queue error | Confirm outbound permissions and ClearConnect queue membership |
| The browser phone did not connect before Genesys timed out | Refresh ClearConnect, confirm your WebRTC phone is selected in Genesys, then try again; this attempt did not reach the participant |
| Waiting for Genesys audio after answer | Check that the ClearConnect queue has audio monitoring enabled |
| Transcript but no service choice | State the patient's acceptance or refusal clearly; an offer alone is insufficient |
| Summary still pending | Wait briefly after hang-up, then refresh the workspace |
During initial dialing, ClearConnect waits briefly for Genesys's call record to become readable. That temporary lookup delay does not start a second call.
The other chapters retain the supplied sample's PSP workflows. This live integration covers the welcome call and coordinator assistance.