This action sets up the audio prompt and prompt behavior the caller experiences when waiting in a queue. This action is only available for in-queue call flows.

  1. From the Architect home page, click or hover over the Flows menu and select the desired flow type.
  2. Create a new flow or select an existing one. The flow’s configuration page opens.
  3. Select the task and click Click to open. The task editor opens.
  4. From the task editor Toolbox, drag a Hold Music action to the appropriate location in the task editor.
  5. In the Name text box, type a descriptive name or use the default Hold Music title.
  6. In the Hold Music box, add or create the audio prompt to use as hold music.
  7. To allow callers to interrupt the audio prompt at any time during the Hold Music prompt, select the Enable Barge-in check box. For more information, see About barge-in options.
  8. In the Play Style area, do one of the following:
    • To play the prompt one time before moving to the next action in the path, choose Play prompt.
    • To play the prompt for a specific amount of time before moving to the next action path, choose Play for duration.
  9. If you chose Play for duration, use the – and+ controls to select the amount of time to play the hold music.
  10. Continue building the task per your call flow design.