Genesys Cloud - Main

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!

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.