Genesys Cloud - Main

During consult transfer, the customer is put on hold while agent talks to lets say supervisor, the standard hold/wait music plays. How can I change this?

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Sajid Abbas
Al-Futtaim Technologies
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Hi Sajid,

You're definitely not alone in wanting to use your own hold music. Good news! This is being worked on and should be released this quarter. Check out this thread for updates...

Topic: On hold music

Thank you,


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Clay Tison
Genesys - Employees
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Hi Clay,

I was told that a way around changing the agent-initiated Hold Music was to change the system's on_hold_music. Since all of our IVRs are built in EN-US, I've  changed the default for a completely different language (EN-GB). This was a viable work-around and it worked for a while, but randomly stopped working.The system reverts back to pulling the EN-US default on_hold_music even though the Inbound and Inqueue call flows are all EN-GB. Support and devs cant figure out why it's not pulling the appropriate language and have thrown their hands in the air . They suggested we vote on a work around feature request, but could not come up with a solution.

------------------------------
Angel R.
------------------------------

Original Message:
Sent: 04-23-2018 08:25
From: Clay Tison
Subject: Hold/Wait music Change

Hi Sajid,

You're definitely not alone in wanting to use your own hold music. Good news! This is being worked on and should be released this quarter. Check out this thread for updates...

Topic: On hold music

Thank you,


------------------------------
Clay Tison
Genesys - Employees
------------------------------

Hi Angel,

Did this not work for you all....

https://help.mypurecloud.com/articles/customize-agent-initiated-hold-music/ ?

Thank you,

------------------------------
Clay Tison
Genesys - Employees
------------------------------

Original Message:
Sent: 12-01-2020 09:20
From: Angel Rodriguez
Subject: Hold/Wait music Change

Hi Clay,

I was told that a way around changing the agent-initiated Hold Music was to change the system's on_hold_music. Since all of our IVRs are built in EN-US, I've  changed the default for a completely different language (EN-GB). This was a viable work-around and it worked for a while, but randomly stopped working.The system reverts back to pulling the EN-US default on_hold_music even though the Inbound and Inqueue call flows are all EN-GB. Support and devs cant figure out why it's not pulling the appropriate language and have thrown their hands in the air . They suggested we vote on a work around feature request, but could not come up with a solution.

------------------------------
Angel R.
------------------------------


Original Message:
Sent: 04-23-2018 08:25
From: Clay Tison
Subject: Hold/Wait music Change

Hi Sajid,

You're definitely not alone in wanting to use your own hold music. Good news! This is being worked on and should be released this quarter. Check out this thread for updates...

Topic: On hold music

Thank you,


------------------------------
Clay Tison
Genesys - Employees

Hi Clay,

I read that article in the past, and have followed it closely when trying to troubleshoot. Support and "Devs" have confirmed that the configuration is correct in my flows, but can't determine when the system polls the EN-US on_hold_music instead of the EN-GB. I've even placed a Set Language task within the Inbound call flow to act as a safety net. The language on all flows is set to EN-GB. The system still plays the default for EN-US. :/

------------------------------
Angel R.
------------------------------

Original Message:
Sent: 12-01-2020 10:15
From: Clay Tison
Subject: Hold/Wait music Change

Hi Angel,

Did this not work for you all....

https://help.mypurecloud.com/articles/customize-agent-initiated-hold-music/ ?

Thank you,

------------------------------
Clay Tison
Genesys - Employees
------------------------------


Original Message:
Sent: 12-01-2020 09:20
From: Angel Rodriguez
Subject: Hold/Wait music Change

Hi Clay,

I was told that a way around changing the agent-initiated Hold Music was to change the system's on_hold_music. Since all of our IVRs are built in EN-US, I've  changed the default for a completely different language (EN-GB). This was a viable work-around and it worked for a while, but randomly stopped working.The system reverts back to pulling the EN-US default on_hold_music even though the Inbound and Inqueue call flows are all EN-GB. Support and devs cant figure out why it's not pulling the appropriate language and have thrown their hands in the air . They suggested we vote on a work around feature request, but could not come up with a solution.

------------------------------
Angel R.


Original Message:
Sent: 04-23-2018 08:25
From: Clay Tison
Subject: Hold/Wait music Change

Hi Sajid,

You're definitely not alone in wanting to use your own hold music. Good news! This is being worked on and should be released this quarter. Check out this thread for updates...

Topic: On hold music

Thank you,


------------------------------
Clay Tison
Genesys - Employees

Thanks clay,

I will be checking on the thread that you provided.

------------------------------
Sajid Abbas
Al-Futtaim Technologies
------------------------------

------Original Message------

During consult transfer, the customer is put on hold while agent talks to lets say supervisor, the standard hold/wait music plays. How can I change this?

------------------------------
Sajid Abbas
Al-Futtaim Technologies
------------------------------