Hello,

the quality of On Hold music doesn't seem to be the same as in CIC, if I compare the same (custom) prompt in PureCloud and CIC I definitely hear a difference; in CIC it's clearer, it also cuts off regularly in PureCloud.

Is there any way I can improve this, or is this a known issue with PureCloud?

Thanks,

Jeroen

I called into both and listened and . . . I don't disagree. There's a couple ways to change hold music.

Method 1) In your in-queue flow, look under Settings -> In-Queue. You can select a different prompt (including user prompts).

https://help.mypurecloud.com/articles/hold-music-action/

Method 2) The hold music prompt is a system prompt, so you can upload a new .wav file for it. This will affect all in-queue flows (that you have not used method 1 on).

https://help.mypurecloud.com/articles/system-prompts/

One note: this will not affect non-ACD queue hold music, such as when an agent puts a caller on hold--the caller will hear the default low quality music. We do plan on fixing this, but no ETA.

Hello Melissa,

I've purchased some wav files from a studio and used those, and unfortunately it cuts off as well.

Are there any future developments that will look into improving this? I understand that there are restraints on the audio formats, but I expect that it does not cut off now and then (like with CIC). For a customer to wait until being attended is bad enough, if the customer also has to listen to bad quality on hold music which cuts off.. it just gives a bad impression.

Thanks,

Jeroen

What kind of an edge do you have?

We have a Virtual Edge.

Are you sure you followed all the hardware & software requirements? There's also a couple items in the warnings sections that can impact performance

https://help.mypurecloud.com/articles/about-virtual-edge/

We'll review the setup, maybe we can improve somewhere. Thanks!

Is it possible to increase the quality to 16-bit instead of the 8-bit. I have tested our new music with other vendors and there is a big difference in the quality. We got less complaints now with our new music but it would be much appreciated if it was a 16-bit quality to remove all metal spikes you get with 8-bit quality.

Thanks!

We use WAV - 11025 hz 32bit float

No complaints about the quality

Hi @Rogier Bosch? 

All files you upload will be converted to 8 bit mu-law format in Architect. Even if the best supported quality is (for now) 11,025 Hz 16 bit PCM. There is still a big different on sound quality between IVR and In Queue Call Flow prompts. Often when you also used f.eg. 32-bit PCM the Hold Music file is to large. Maximum upload is 25Mb. We would probably need at least 50Mb to have a 3-4 minute music.

Ref

https://help.mypurecloud.com/articles/call-prompts/

My on hold music file is 445.1 sec :-)