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  • 1.  On Hold By Agent Prompts

    Posted 05-05-2022 09:41
    Is there a way to add prompts for calls placed on hold by an agent?
    #ArchitectureandDesign

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    Elizabeth Jenkins
    Zimmer, Inc.
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  • 2.  RE: On Hold By Agent Prompts

    Posted 05-06-2022 06:33
    You can replace the default system on hold music with the files you want to use. You just need to name the the same.

    Article: KBA-02074-P6K1T1 (dynamics.com)

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    Jayson Aggen
    Avtex Solutions, LLC
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  • 3.  RE: On Hold By Agent Prompts

    Posted 05-06-2022 09:59
    There are a couple of option but the hold music/prompts needs to be 1 continuous WAV file.  You cannot have a queue messaging type flow of prompts and music for calls on hold.  Were you looking to have 1 set of prompts for all agents for calls in a specific queue?  Or various prompts depending on the agent?

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    Steven Owen
    Avtex Solutions, LLC
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  • 4.  RE: On Hold By Agent Prompts

    Posted 05-09-2022 08:14
    I would like to set up different audio for specific queues when agents put a call on hold. Here is the situation, when a caller selects a language the agent does not speak, the agent needs to answer the call, put it on hold, and connect an interpreter to the call. When the agent places the call on hold I need different messages to play letting the caller know the agent is getting an interpreter on the line.

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    Elizabeth Jenkins
    Zimmer, Inc.
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  • 5.  RE: On Hold By Agent Prompts

    Posted 05-09-2022 10:06
    This may be a little tricky.  I would recommend adding a custom button called "Need Interpreter" that, when pressed, will fire a handler that sets an attribute called "Eic_OnHoldAudioFile" with a value the file path to the desired WAV file and then puts the caller on hold.

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    Steven Owen
    Avtex Solutions, LLC
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  • 6.  RE: On Hold By Agent Prompts

    Posted 05-07-2022 03:18

    Hello Elizabeth,

    Create flow with in-queue and add the  Customized MOH as per your requirment.

    Regards,

    Vinayak Vagal



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    vinayak Vagal
    SmartConnect Technologies Pvt. Ltd
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