Music on hold is definable in the system and there will be a feature for more granular control of what music prompt is played and when. I don't know where the idea for agent prompts is on the roadmap, but until then, you could initiate a secure flow to play a prompt when the agent takes the call. Not pretty and a lot of hard coding, but doable. We have implemented this for a few customers.
------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 01-20-2022 09:45
From: Mayur Kammar
Subject: Can i add message when an agent put a call on Hold?
Is there any option to insert message prompt whenever an agent receives a call and put the call on HOLD for some reason.
#ArchitectureandDesign
------------------------------
Mayur
------------------------------