In addition to what Paul mentions here, if you navigate a queue's settings, in the voice section. You can override the hold Audio. Using this can you could potentially record and use a "dead air" audio. Then when an agent places a call from that queue on hold, that is what they will hear.
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Garan Weber
Genesys - Employees
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Original Message:
Sent: 05-14-2024 10:34
From: Paul Simpson
Subject: Customer-initiated suppression of hold music
I'm not sure about when they are put on hold, but when waiting in queue, you can configure the customer's experience with an InQueue flow. Here you could play music (or not) based on a Participant Data attribute you set in your inbound flow (following asking the customer.)
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
Original Message:
Sent: 05-14-2024 05:36
From: Jennifer Paton
Subject: Customer-initiated suppression of hold music
Hi
Yes, but I would also say at any point when a customer is put on hold eg when put on hold by an agent etc.
Thanks
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Jennifer
Original Message:
Sent: 05-14-2024 04:11
From: Muhammad Zubair Awan
Subject: Customer-initiated suppression of hold music
Hi,
Are you looking for solution when call is waiting in the queue?
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Cheers
Zubair
Original Message:
Sent: 05-14-2024 03:36
From: Jennifer Paton
Subject: Customer-initiated suppression of hold music
Hi
Is it possible to configure Genesys with an option to allow customers to choose to suppress hold music? This would be to accommodate neurodiversity, and the personal choices of customers.
Thanks
#Unsure/Other
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Jennifer
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