Genesys Cloud (formerly PureCloud)

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Can agent listen to a hold music while the caller is in a secure ivr?

  • 1.  Can agent listen to a hold music while the caller is in a secure ivr?

    Posted 3 days ago
    Hi Team,

    We want an audible response to the agent when the caller returns back to the agent from an secure IVR.
    • It could be something like the agent hears some music while the caller is in a secure IVR
    • or when then caller returns back from the secure IVR, some audio is played indicating that the secure IVR is over

    At this moment, the agent multi tasks with other activities, and hence the visual prompt might not be enough. Any ideas?
    #ArchitectureandDesign
    #Implementation

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    Kartik Sura
    Uber
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