Genesys Cloud - Main

Hey folks, 

I'm hoping that someone can provide some direction with my query. 

We have an auto-dialling outbound recruitment campaign. When the call connects to the intended recipient, whilst waiting for our agent to 'connect' to the call, the call-receiver is played music. Receiving a call that then immediately plays music is causing the call recipients to hang-up. Is there a way to turn off the music and have the call-receiver presented with a moment or two of silence whilst the agent connects? We're hoping this will decrease the number of recipients hanging-up before the agent connects. 

I hope this is relatively clear. Thank you greatly to anyone who reads this post. 
Matt 

#Outbound

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Matthew Tipler
News Team Group
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Hi,

This can be changed in the call flows in Architect. In some cases, we have chosen to play a prompt instead of the music because the connection time can take a while. Unfortunately, both the music option and the prompt option still lead to customers hanging up, so I'm not sure it will help that much. 

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Laura Gailite-Holmberga
AvaFin
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What dialing mode are you using? How many Agents do you have on the Queue?

In theory, if it's set up correctly, the customer should be connected to the Agent immediately, so this shouldn't happen routinely.

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Paul Simpson
Eventus Solutions Group
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This is controlled by the in-queue flow attached to the queue the campaign is using. 

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Eric Berkshire
New American Funding, LLC
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