Hi Raja,
From my understanding, the on_hold_music system prompt is used for agent-initiated hold music, and it is also the default hold music used in in-queue flows.
So if your in-queue flow is using the default hold music, updating on_hold_music would change that as well.
However, if the in-queue flow has been configured with a custom prompt for hold audio, then that flow would use its own audio instead.
Hope this helps
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Phaneendra
Technical Solutions Consultant
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Original Message:
Sent: 04-27-2026 10:27
From: Raja Marimuthu
Subject: Non-ACD Hold Music
Hi Phaneendra,
Glad to know that agent‑initiated hold music can be customized.
Quick question: if we update the on_hold_music system prompt, does that also change the hold music used by the default in‑queue flow, or is it limited only to agent‑initiated hold scenarios?
Thanks
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Raja Marimuthu
Original Message:
Sent: 04-22-2026 17:16
From: Phaneendra Avatapalli
Subject: Non-ACD Hold Music
Hi Kyle,
This article should help:
https://help.genesys.cloud/articles/customize-agent-initiated-hold-music/
For non-ACD interactions (like direct DID calls), agent-initiated hold uses the system prompt on_hold_music. You can customise the audio, but it applies at a system level rather than per agent or per interaction type.
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Phaneendra
Technical Solutions Consultant
Original Message:
Sent: 04-22-2026 16:05
From: Kyle Cothron
Subject: Non-ACD Hold Music
Hello,
I am aware of how to update hold music that comes through on the ACD, but I have several agents who take non-ACD interactions when customers dial them direct to their DID. Is there a way to change the agent initiated hold music for these interactions?
Thanks for the help!
#System/PlatformAdministration
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Kyle Cothron
Voice Data Systems LLC
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