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  • 1.  different Queue Audio for hold music

    Posted 11-04-2022 15:38
    No replies, thread closed.
    In Attendant, we had several different profiles/call flows that would all ultimately end up being transferred to the same workgroup.  Each one of those profiles could have different Queue Audio for hold music, even though it was being transferred to the same workgroup.  In Genesys Cloud, it seems that the Queue Audio is now a child item of the Queue, rather than a separate entity.  If we have 10 different call flows that all end up in the same queue, it seems that they all need to have the same queue audio, because the queue audio is defined within the queue under the Voice -> In-queue Flow setting. So in our case, to have different queue audio for each of those 10 call flows, it seems we would need 10 different queues all with their own custom In-queue Flow.  Is there a way to have different queue audio for a single queue that may be used in multiple different call flows?
    #ArchitectureandDesign

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    Rechelle McConnell
    CHRISTIAN BROADCASTING NETWORK
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  • 2.  RE: different Queue Audio for hold music

    Posted 11-04-2022 16:46
    No replies, thread closed.
    Rechelle,

    The Hold Music tool in the In-queue task allows you to specify a variable for the file to be played.  You can easily set an attribute in your original flow and read that attribute in the In-queue flow using Set and Get Attribute.  Then use the Hold Music tool with that value as the music to play.  Let me know if that does not work for you.

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



  • 3.  RE: different Queue Audio for hold music

    Posted 11-07-2022 09:46
    No replies, thread closed.
    Hello,

    I  have a follow up question.  Very new to GCcx 20+ years PureConnect.  First lets clarify:
    1. Hold Music,  music remote party hears when agent press "Hold"
    2. In-Queue Music, music remote party hears when caller has reached a queue, and no agents are available.   
    As I read this thread,  Robert has answered the question of In-Queue Music.

    Can "Hold" music be customized like in PC?
       Custom Hold music for agents/calls of particular group, division, DNIS, etc?

    Pete Schroeder 

    Senior Contact Center Engineer (Technical Lead)
    973-714-0534
    www.HmcThree.com

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    Pete Schroeder
    HMC3 LLC
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    Original Message


  • 4.  RE: different Queue Audio for hold music

    Posted 11-07-2022 14:41
    No replies, thread closed.
    I do not believe for agent initiated hold you can customize it to that level
    You can customize the music, but its a global setting.
    https://help.mypurecloud.com/articles/customize-agent-initiated-hold-music/

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    Anton Vroon
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    Original Message


  • 5.  RE: different Queue Audio for hold music

    Posted 11-07-2022 20:16
    No replies, thread closed.
    Take a look at this Pete:

    https://genesyscloud.ideas.aha.io/ideas/INB-I-641

    Still about 4-5 months away but it appears on the roadmap at least.

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    Vaun McCarthy
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    Original Message


  • 6.  RE: different Queue Audio for hold music

    Posted 11-08-2022 08:45
    No replies, thread closed.
    Thanks Vaun!   I will track that Idea, waiting for GA,  We have no immediate need but will soon,  the timing should be perfect

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    Pete Schroeder
    HMC3 LLC
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    Original Message


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