Under Queue -> Voice tab there is an In-queue Flow defined there. The In-queue flow will be where you setup music on hold described in the help file you mentioned.
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Mark Rountree
Delta Dental Plan of Michigan, Inc.
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Original Message:
Sent: 06-27-2024 17:51
From: Qan T
Subject: Where do you set the Hold Music in a call flow?
Hi Robert,
I checked both and do not see any MOH configurations.
Not set in the Queue voice tab
Original call flow
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Qan T
Vibrant Emotional Health
Original Message:
Sent: 06-27-2024 13:20
From: Robert Wakefield-Carl
Subject: Where do you set the Hold Music in a call flow?
You can define the on-hold music when an agent places a call on hold under the Queue settings in the Voice tab.
If you are looking for on-hold while waiting for an agent, that is defined in the In Queue Call flow that you define in the Transfer to ACD.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 06-27-2024 13:07
From: Qan T
Subject: Where do you set the Hold Music in a call flow?
I added a "transfer to ACD" action and cannot find how to add MOH.
According to https://help.mypurecloud.com/articles/add-hold-music-task/ there's a action in the toolbox but I do not see it.
#ArchitectureandDesign
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Qan T
Vibrant Emotional Health
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