Genesys Cloud - Main

Hello,

Our customer want to personalize music on hold per queue or Group, I know that there is only one default music on hold on system prompts called "Music_on_hond"

Is this possible in Purecloud to apply many music on hold on the same Org, and choose the MOH to play for each group/queue ?


Thank you
#PlatformAdministration
#SystemAdministration
#Telephony

You can create an in-queue call flow for each queue that will use different music.  One note--these flows are only used while the caller is waiting in queue for an agent to become available; if they are connected to the agent and the agent puts them on hold, they will hear the default hold music.

https://help.mypurecloud.com/articles/work-with-in-queue-flows/

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 10-30-2018 07:02
From: Oudderhem Mostafa
Subject: Multiple Music on hold in the same Org

Hello,

Our customer want to personalize music on hold per queue or Group, I know that there is only one default music on hold on system prompts called "Music_on_hond"

Is this possible in Purecloud to apply many music on hold on the same Org, and choose the MOH to play for each group/queue ?


Thank you
#PlatformAdministration
#SystemAdministration
#Telephony

Thank you Melissa, we already did this, but I think the customer is interrested about the music on hold (when agent put the call on hold through button)

I believe that the only possible thing in this is to change the default music system by another one but not putting many music

Thank you
Original Message:
Sent: 10-30-2018 15:00
From: Melissa Bailey
Subject: Multiple Music on hold in the same Org

You can create an in-queue call flow for each queue that will use different music.  One note--these flows are only used while the caller is waiting in queue for an agent to become available; if they are connected to the agent and the agent puts them on hold, they will hear the default hold music.

https://help.mypurecloud.com/articles/work-with-in-queue-flows/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-30-2018 07:02
From: Oudderhem Mostafa
Subject: Multiple Music on hold in the same Org

Hello,

Our customer want to personalize music on hold per queue or Group, I know that there is only one default music on hold on system prompts called "Music_on_hond"

Is this possible in Purecloud to apply many music on hold on the same Org, and choose the MOH to play for each group/queue ?


Thank you
#PlatformAdministration
#SystemAdministration
#Telephony

Correct you can change it from our default music, but it will apply to all queues.  There is no way to specify music per queue in your case.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 11-02-2018 02:38
From: Oudderhem Mostafa
Subject: Multiple Music on hold in the same Org

Thank you Melissa, we already did this, but I think the customer is interrested about the music on hold (when agent put the call on hold through button)

I believe that the only possible thing in this is to change the default music system by another one but not putting many music

Thank you
Original Message:
Sent: 10-30-2018 15:00
From: Melissa Bailey
Subject: Multiple Music on hold in the same Org

You can create an in-queue call flow for each queue that will use different music.  One note--these flows are only used while the caller is waiting in queue for an agent to become available; if they are connected to the agent and the agent puts them on hold, they will hear the default hold music.

https://help.mypurecloud.com/articles/work-with-in-queue-flows/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-30-2018 07:02
From: Oudderhem Mostafa
Subject: Multiple Music on hold in the same Org

Hello,

Our customer want to personalize music on hold per queue or Group, I know that there is only one default music on hold on system prompts called "Music_on_hond"

Is this possible in Purecloud to apply many music on hold on the same Org, and choose the MOH to play for each group/queue ?


Thank you
#PlatformAdministration
#SystemAdministration
#Telephony

What about using different default on_hold_music with different languages (i.e En-AU, En-FJ, En-BB), and have specific Call Flow associated with different languages (i.e. En-AU, En-FJ, En-BB)?
If agent answer call from a specific call flow (i.e. En-AU) and put customer on-hold, will it play the associated on_hold music (i.e. En-AU)? 
I haven't had a chance to test, but got this idea in the back of my mind.... could it work? not sure if any drawback...?

------------------------------
Stephane Gilbert
Pyrios NZ Ltd
------------------------------

Original Message:
Sent: 11-02-2018 11:12
From: Melissa Bailey
Subject: Multiple Music on hold in the same Org

Correct you can change it from our default music, but it will apply to all queues.  There is no way to specify music per queue in your case.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 11-02-2018 02:38
From: Oudderhem Mostafa
Subject: Multiple Music on hold in the same Org

Thank you Melissa, we already did this, but I think the customer is interrested about the music on hold (when agent put the call on hold through button)

I believe that the only possible thing in this is to change the default music system by another one but not putting many music

Thank you
Original Message:
Sent: 10-30-2018 15:00
From: Melissa Bailey
Subject: Multiple Music on hold in the same Org

You can create an in-queue call flow for each queue that will use different music.  One note--these flows are only used while the caller is waiting in queue for an agent to become available; if they are connected to the agent and the agent puts them on hold, they will hear the default hold music.

https://help.mypurecloud.com/articles/work-with-in-queue-flows/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-30-2018 07:02
From: Oudderhem Mostafa
Subject: Multiple Music on hold in the same Org

Hello,

Our customer want to personalize music on hold per queue or Group, I know that there is only one default music on hold on system prompts called "Music_on_hond"

Is this possible in Purecloud to apply many music on hold on the same Org, and choose the MOH to play for each group/queue ?


Thank you
#PlatformAdministration
#SystemAdministration
#Telephony

Good idea but it won't work.  Setting a language in a call flow will be honored in that flow and any subsequent flows (assuming that language is an option in them) but it won't affect the hold music played in an agent initiated-hold.  That will play the hold music in the original language of the incoming call.

You could ask for a new feature in https://purecloud.ideas.aha.io/ideas.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 11-05-2018 16:50
From: Stephane Gilbert
Subject: Multiple Music on hold in the same Org

What about using different default on_hold_music with different languages (i.e En-AU, En-FJ, En-BB), and have specific Call Flow associated with different languages (i.e. En-AU, En-FJ, En-BB)?
If agent answer call from a specific call flow (i.e. En-AU) and put customer on-hold, will it play the associated on_hold music (i.e. En-AU)?
I haven't had a chance to test, but got this idea in the back of my mind.... could it work? not sure if any drawback...?

------------------------------
Stephane Gilbert
Pyrios NZ Ltd

Original Message:
Sent: 11-02-2018 11:12
From: Melissa Bailey
Subject: Multiple Music on hold in the same Org

Correct you can change it from our default music, but it will apply to all queues.  There is no way to specify music per queue in your case.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 11-02-2018 02:38
From: Oudderhem Mostafa
Subject: Multiple Music on hold in the same Org

Thank you Melissa, we already did this, but I think the customer is interrested about the music on hold (when agent put the call on hold through button)

I believe that the only possible thing in this is to change the default music system by another one but not putting many music

Thank you
Original Message:
Sent: 10-30-2018 15:00
From: Melissa Bailey
Subject: Multiple Music on hold in the same Org

You can create an in-queue call flow for each queue that will use different music.  One note--these flows are only used while the caller is waiting in queue for an agent to become available; if they are connected to the agent and the agent puts them on hold, they will hear the default hold music.

https://help.mypurecloud.com/articles/work-with-in-queue-flows/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-30-2018 07:02
From: Oudderhem Mostafa
Subject: Multiple Music on hold in the same Org

Hello,

Our customer want to personalize music on hold per queue or Group, I know that there is only one default music on hold on system prompts called "Music_on_hond"

Is this possible in Purecloud to apply many music on hold on the same Org, and choose the MOH to play for each group/queue ?


Thank you
#PlatformAdministration
#SystemAdministration
#Telephony