Customize agent-initiated hold music


Prerequisites

The following permissions:

  • Architect > Flow > Add
  • Architect > Flow > Edit
  • Architect > FlowView

PureCloud users can record or upload their own prompts to customize the music that callers hear when placed on hold. From System prompts, users can edit the on_hold_music prompt, record or upload custom hold audio on a per-language basis, or revert to the system default audio. 

Notes:
  • The on_hold_music prompt is also the default hold music prompt for in-queue call flows.
  • If the organization uses default in-queue hold music, but has not assigned an in-queue flow to a queue and the default in-queue flow is at version 1.0, the system does not attempt to retrieve audio from the Architect on_hold_music system prompt.

Guidelines for uploading agent-initiated hold music

Before you upload hold music for agent-initiated hold sessions, consider the following:

  • The audio file cannot be larger than 25 MB. 
  • Upload prompt audio files in .wav format.
  • If you want to customize hold music for multiple languages, you must update the individual audio file for each language. If you do not update a languages audio file, the system plays the Edge’s default hold music.
  • If you change custom hold music to a new audio file, it can take up to an hour for the Edge to detect the new file.

For more information, see About prompts and Configure prompt resources.

Record or upload agent-initiated hold music

  1. Click Admin.
  2. Under Architect, click Architect.
  3. From the Architect home page, click or hover over the Prompts menu and select System.
  4. Search for or navigate to the on_hold_music prompt.
  5. In the prompt list, click the on_hold_music entry. The Edit Prompt dialog box opens.
  6. Next to the language for which you want to upload audio, click the default audio duration link. 
    Note: The default length is 716.5 seconds.
  7. To upload a prompt, do the following:
    1. From the menu that appears, click Upload
    2. Under Audio file to import, click Select audio file to import and select your audio file. 
    3. To preview the audio file, click the Play button.
    4. Click Upload. Architect processes the audio.
    5. Repeat steps a-d for each additional language you want to configure.
  8. To record a prompt, do the following:
    1. From the menu that appears, click Record from browser.
    2. At the top of the browser, click Allow.
    3. In the Record Audio dialog box, click Start Recording.
    4. Record your prompt.
    5. When you complete the recording, click the Stop Recording button.
    6. Optionally play or download the recording.
    7. Click Upload. Architect processes the audio.
    8. Repeat steps a-g for each additional language you want to configure.
  9. Click OK.