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  • 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?

    Posted 09-11-2020 09:21
    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.

    ------------------------------
    William Martín Chávez González
    Systems Engineer
    Global Networks Solutions S.A.S.
    ------------------------------

    Original Message


  • 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 09-11-2020 09:28
    https://help.mypurecloud.com/articles/customize-agent-initiated-hold-music/

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    Melissa Bailey
    Genesys - Employees
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    Original Message


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

    Posted 12-01-2020 10:15
    Hi Melissa,

    I've read that article..and was told that a way around changing the agent-initiated Hold Music was to change the system's on_hold_music. Since all of our IVRs are built in EN-US, I've  changed the default for a completely different language (EN-GB). This was a viable work-around and it worked for a while, but randomly stopped working.The system reverts back to pulling the EN-US default on_hold_music even though the Inbound and Inqueue call flows are all EN-GB. Support and devs cant figure out why it's not pulling the appropriate language and have thrown their hands in the air . They suggested we vote on a work around feature request, but could not come up with a solution.

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    Angel R.
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    Original Message


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