Genesys Cloud (formerly PureCloud)

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Can you change the hold music that plays when an agent places a customer on hold?

  • 1.  Can you change the hold music that plays when an agent places a customer on hold?

    GENESYS
    Posted 10-24-2016 17:38

    An organization wanted to play custom audio when their agents place their callers on hold.



  • 2.  RE: Can you change the hold music that plays when an agent places a customer on hold?

    GENESYS
    Posted 10-25-2016 13:30

    Not at this time. Though it is something that the product teams are considering for a future enhancement. You can however change the music during the ACD on hold (ie prior to assignment) experience. 



  • 3.  RE: Can you change the hold music that plays when an agent places a customer on hold?

    GENESYS
    Posted 10-25-2016 14:48

    That'd be great!  I know a lot of customers get tired of hearing the hold music...  It'd be awesome if that was able to change dynamically based on current promos or something.



  • 4.  RE: Can you change the hold music that plays when an agent places a customer on hold?

    Top 25 Contributor
    Posted 19 days ago
    Good morning:

    I appreciate if you can confirm to us if this requested feature was released in order to be set in a in-queue flow or to be used only in a specific queue?

    Thank you.

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    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
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  • 5.  RE: Can you change the hold music that plays when an agent places a customer on hold?

    Posted 02-11-2018 11:57

    Hello,

     

    Is it already possible to change the music on hold ?

     

    Regards



  • 6.  RE: Can you change the hold music that plays when an agent places a customer on hold?

    GENESYS
    Posted 19 days ago
    https://help.mypurecloud.com/articles/customize-agent-initiated-hold-music/

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    Melissa Bailey
    Genesys - Employees
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