Genesys Cloud - Main

Hi everyone.

I have a question related to "on_hold_music" music that is used on "In-queue" flows (Hold Music action https://help.mypurecloud.com/articles/hold-music-action/) and on-hold.


In my client's CC we will use the Purecloud's default music on in-queue flow as well as on-hold. Therefore my question is: can the default music be used for free? Is there any copyright infringement for using this music?

Thank you in advance.

Best regards,
Ana Laia

------------------------------
Ana Laia
ACCENTURE CONSULTORES DE GESTAO SA
------------------------------

Hi Ana,

No one's ever asked that, but I'll find out.  FYI you can upload your own music to the hold music system prompt to use it instead of our default music if you want.

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

I'll have to see if I can find out something, along with Melissa. I was actually the one tasked with getting the contract signed licensing that music many years ago (no, I did not choose the music, I inherited it :-) ), so I may be able to figure out what the status is these days. It was something we licensed for use within our products, so it would not be free for someone to use outside of our system. But, that was years ago.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 10-08-2018 09:58
From: Melissa Bailey
Subject: On Hold Music Copyright

Hi Ana,

No one's ever asked that, but I'll find out.  FYI you can upload your own music to the hold music system prompt to use it instead of our default music if you want.

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

It is copyrighted.  If you truly love it enough, you would need to license it from a third party that we use.  Otherwise upload your own music to our hold music prompt.

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

Original Message:
Sent: 10-08-2018 10:25
From: George Ganahl
Subject: On Hold Music Copyright

I'll have to see if I can find out something, along with Melissa. I was actually the one tasked with getting the contract signed licensing that music many years ago (no, I did not choose the music, I inherited it :-) ), so I may be able to figure out what the status is these days. It was something we licensed for use within our products, so it would not be free for someone to use outside of our system. But, that was years ago.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------


Original Message:
Sent: 10-08-2018 09:58
From: Melissa Bailey
Subject: On Hold Music Copyright

Hi Ana,

No one's ever asked that, but I'll find out.  FYI you can upload your own music to the hold music system prompt to use it instead of our default music if you want.

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

Efficient as always, Melissa :-) Thanks!

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 10-08-2018 10:28
From: Melissa Bailey
Subject: On Hold Music Copyright

It is copyrighted.  If you truly love it enough, you would need to license it from a third party that we use.  Otherwise upload your own music to our hold music prompt.

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


Original Message:
Sent: 10-08-2018 10:25
From: George Ganahl
Subject: On Hold Music Copyright

I'll have to see if I can find out something, along with Melissa. I was actually the one tasked with getting the contract signed licensing that music many years ago (no, I did not choose the music, I inherited it :-) ), so I may be able to figure out what the status is these days. It was something we licensed for use within our products, so it would not be free for someone to use outside of our system. But, that was years ago.

------------------------------
George Ganahl
Principal Program Manager
Genesys


Original Message:
Sent: 10-08-2018 09:58
From: Melissa Bailey
Subject: On Hold Music Copyright

Hi Ana,

No one's ever asked that, but I'll find out.  FYI you can upload your own music to the hold music system prompt to use it instead of our default music if you want.

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

Hi everyone.

Thank you both for your answers.

Best regards,
Ana Laia

------------------------------
Ana Laia
ACCENTURE CONSULTORES DE GESTAO SA
------------------------------

Original Message:
Sent: 10-08-2018 10:37
From: George Ganahl
Subject: On Hold Music Copyright

Efficient as always, Melissa :-) Thanks!

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------


Original Message:
Sent: 10-08-2018 10:28
From: Melissa Bailey
Subject: On Hold Music Copyright

It is copyrighted.  If you truly love it enough, you would need to license it from a third party that we use.  Otherwise upload your own music to our hold music prompt.

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


Original Message:
Sent: 10-08-2018 10:25
From: George Ganahl
Subject: On Hold Music Copyright

I'll have to see if I can find out something, along with Melissa. I was actually the one tasked with getting the contract signed licensing that music many years ago (no, I did not choose the music, I inherited it :-) ), so I may be able to figure out what the status is these days. It was something we licensed for use within our products, so it would not be free for someone to use outside of our system. But, that was years ago.

------------------------------
George Ganahl
Principal Program Manager
Genesys


Original Message:
Sent: 10-08-2018 09:58
From: Melissa Bailey
Subject: On Hold Music Copyright

Hi Ana,

No one's ever asked that, but I'll find out.  FYI you can upload your own music to the hold music system prompt to use it instead of our default music if you want.

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

I remember that I saw details about it (for the former CIC, but the music is the same) in KB article, and I was able to find it (https://my.inin.com/products/selfhelp/kb/Lists/KnowledgeBase/DisplayKB.aspx?ID=885)

If you do not have access, these are details (I'm doing copy/paste).
Yes, this is interesting trivia, but I found interesting for myself what details I was able to remember

What CD is the system hold music from? Is it Available for purchase?

What CD is the system hold music from? Is it Available for purchase? Description: System Hold Music Answer: The group that produced the music for System Hold music is called Dream Quest and the CD is titled 'Inside the Magic. The artist's name is Richard Harris. This is a list of the songs from the CD: 1. Still Water Reflections 2. On the Wings of a Dream 3. Blue Snow 4. Whispers In The Wind 5. Inside the Magic 6. Panther in the sky 7. View from the Lighthouse 8. The Promise of Tomorrow 9. Above the Clouds 10. Near Twilight Unfortunately, this CD is not available for public purchase.

------------------------------
Раско Радојевић
Rasko Radojevic
------------------------------

Original Message:
Sent: 10-09-2018 05:25
From: Ana Laia
Subject: On Hold Music Copyright

Hi everyone.

Thank you both for your answers.

Best regards,
Ana Laia

------------------------------
Ana Laia
ACCENTURE CONSULTORES DE GESTAO SA
------------------------------


Original Message:
Sent: 10-08-2018 10:37
From: George Ganahl
Subject: On Hold Music Copyright

Efficient as always, Melissa :-) Thanks!

------------------------------
George Ganahl
Principal Program Manager
Genesys


Original Message:
Sent: 10-08-2018 10:28
From: Melissa Bailey
Subject: On Hold Music Copyright

It is copyrighted.  If you truly love it enough, you would need to license it from a third party that we use.  Otherwise upload your own music to our hold music prompt.

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


Original Message:
Sent: 10-08-2018 10:25
From: George Ganahl
Subject: On Hold Music Copyright

I'll have to see if I can find out something, along with Melissa. I was actually the one tasked with getting the contract signed licensing that music many years ago (no, I did not choose the music, I inherited it :-) ), so I may be able to figure out what the status is these days. It was something we licensed for use within our products, so it would not be free for someone to use outside of our system. But, that was years ago.

------------------------------
George Ganahl
Principal Program Manager
Genesys


Original Message:
Sent: 10-08-2018 09:58
From: Melissa Bailey
Subject: On Hold Music Copyright

Hi Ana,

No one's ever asked that, but I'll find out.  FYI you can upload your own music to the hold music system prompt to use it instead of our default music if you want.

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

Do you have any documentation on the licensing of the Genesys on hold music within the platform.  We only use the hold music within our Genesys platform and would like to ensure that the licensing of the hold music covers us as well.  Please let me know as soon as possible.

------------------------------
Kanani Ioapo
BANK OF HAWAII
------------------------------

Original Message:
Sent: 10-08-2018 10:25
From: George Ganahl
Subject: On Hold Music Copyright

I'll have to see if I can find out something, along with Melissa. I was actually the one tasked with getting the contract signed licensing that music many years ago (no, I did not choose the music, I inherited it :-) ), so I may be able to figure out what the status is these days. It was something we licensed for use within our products, so it would not be free for someone to use outside of our system. But, that was years ago.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------


Original Message:
Sent: 10-08-2018 09:58
From: Melissa Bailey
Subject: On Hold Music Copyright

Hi Ana,

No one's ever asked that, but I'll find out.  FYI you can upload your own music to the hold music system prompt to use it instead of our default music if you want.

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