Genesys Cloud CX

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  • 1.  Can i add message when an agent put a call on Hold?

    Posted 01-20-2022 09:46
    Edited by Mayur Kammar 01-20-2022 09:46
    Is there any option to insert message prompt whenever an agent receives a call and put the call on HOLD for some reason.
    #ArchitectureandDesign

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    Mayur
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  • 2.  RE: Can i add message when an agent put a call on Hold?

    Posted 01-20-2022 10:19
    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.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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