Genesys Cloud (formerly PureCloud)

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Hold music to agent while customer in secure flow?

  • 1.  Hold music to agent while customer in secure flow?

    Top 25 Contributor
    Posted 09-09-2020 01:45
    Is there anyway to play an audio/hold music to the agent while the customer is in a secure flow?

    Also, has anybody come up with a better way to notify the agent when the customer has returned from the secure flow?  If a customer for some reason takes a while in that flow, the agent has to sit there staring at the screen waiting for the little popup or to notice that the alert bar at the of the script has gone away.   That could well be a couple of minutes.
    #Implementation
    #Omni-ChannelDesktop/UserInterface
    #Routing(ACD/IVR)

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 2.  RE: Hold music to agent while customer in secure flow?

    Posted 09-10-2020 01:49
    +1 on this question. We are also looking for the same. I had raised this question a month back.

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    Kartik Sura
    Uber
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