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  • 1.  Customer-initiated suppression of hold music

    Posted 14 days ago

    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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  • 2.  RE: Customer-initiated suppression of hold music

    Posted 14 days ago

    Hi,

    Are you looking for solution when call is waiting in the queue?



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    Cheers
    Zubair
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    Original Message


  • 3.  RE: Customer-initiated suppression of hold music

    Posted 14 days ago

    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
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    Original Message


  • 4.  RE: Customer-initiated suppression of hold music

    Posted 14 days ago

    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.
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    Original Message


  • 5.  RE: Customer-initiated suppression of hold music

    GENESYS
    Posted 14 days ago

    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


  • 6.  RE: Customer-initiated suppression of hold music

    Posted 14 days ago

    Hi

    Yea not sure about suppressing the hold music when customer is put on hold by an agent hence the question. For the In-Queue flow its possible as per above suggestions. You can also use the Collect Input block within In-Queue flow to ask the callers if they would like to suppress the music and based on the response you can configure the actions whether to play a music file or file with no audio. 



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    Cheers
    Zubair
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    Original Message


  • 7.  RE: Customer-initiated suppression of hold music

    Top 25 Contributor
    Posted 14 days ago

    I think everyone else has answered this well. I just wanted to say I love that you are taking neurodiversity in to consideration.



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    Anton Vroon
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    Original Message


  • 8.  RE: Customer-initiated suppression of hold music

    Posted 14 days ago

    Many thanks everyone for all the replies, very useful.



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    Jennifer
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    Original Message


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