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Place Agent on Hold while caller is going through an IVR

  • 1.  Place Agent on Hold while caller is going through an IVR

    Posted 04-21-2025 19:46

    Hello, 

    I have a use case where I need to place the agent a caller is talking to on hold while in a conference call with an on prem IVR. We have what is called Pin Pop out where a caller enters their pin number into the IVR and we validate that pin and then send the caller back to the agent with a confirmation status. I am looking for a solution as a workaround until I can develop the secure flow within Genesys cloud. For now I just need to create a conference with the prem IVR and place the agent on hold while the caller is entering (or saying) their pin. 

    Any help is greatly appreciated. 


    #DataActions

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    Dietrich Van Horn
    Contact Center Administrator
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