Hold Music action

The Hold Music action is available for in-queue call flows. Use this action to set up the audio behavior while a caller is waiting in a queue. You can play the audio prompt once and then move to the next path of the call flow, or choose to play it for a specific duration before moving on.

Note: If the system cannot locate a dynamically referenced prompt, or if the system finds a prompt but the prompt does not contain audio for the current language, the system falls back to the on_hold_music system or customized prompt. An error in locating the prompt may occur because Architect does not snapshot system prompts, or the currently set language is not represented for the prompt. If a failure occurs when the system attempts to play the on_hold_music system prompt, Architect plays 10 hard-coded seconds of silence, exits the action, and then continues the implicit loop. This behavior prevents a rapidly spinning loop situation.
Name Description
Name  Type a descriptive name. The default name is Hold Music.

Hold Music

Choose to add or create the audio prompt to use as hold music. This field can only contain prompt references, not full expressions. The default value is Flow.HoldPrompt, which is a variable you can set under Settings > In-Queue. Architect offers two ways to change the default value:

  1. In Expression mode, begin typing the name of an existing prompt and then select it from the list.
  2. Click the button at the end of the field to switch from expression mode to variable mode and do one of the following:
    • Choose an existing prompt from the drop-down list.
    • Click the + button to create a new prompt. 

Enable Barge-in

Select this check box to allow callers to interrupt the audio prompt at any time during the Hold Music prompt. For more information, see About barge-in options.

Play Style

Choose one of the following:

  • Play prompt. Select this to play the prompt once before moving to the next action in the path.
  • Play for duration. Select this to play the prompt for a specific amount of time before moving to the next action in the path. 


If you chose Play for duration, use the – and + controls to specify the amount of time to play the hold music. The default is one minute. The system replays the prompt until the configured duration is met.

A prompt name cannot:

  • Contain spaces or special characters
  • Begin with a numeric or special character
  • Include a name already in use

A prompt name can:

  • Contain letters, numbers, and underscore characters
  • Begin with a letter

Architect prevents you from creating a prompt that begins with a numeric or special character and prompts you with a message if the prompt name is already in use.

  1. From the Architect home page, click or hover over the Prompts tab and select User Prompts.
  2. Click Add. The Create Prompt dialog box opens.
  3. Enter the prompt name and, optionally, a description of the prompt.
  4. Click Create Prompt. The Edit Prompt dialog box opens.
  5. Do one of the following:
    • To configure the prompt later, click OK. The system returns to the Prompts tab.
    • To configure the prompt now, see Configure prompt resources.