Hold Music action

AI-generated summary

Genesys Cloud offers sophisticated hold music management through its Hold Music action feature, enabling organizations to control audio experiences for queued callers. The system supports both single-play and duration-based audio prompts, with multiple Hold Music actions possible within a single in-queue flow. Built-in failsafe mechanisms include defaulting to system-defined or custom prompts when dynamic references fail, and a 10-second silence protection prevents infinite loops. The platform enforces specific naming conventions for prompts, requiring letter-based initiation and allowing only alphanumeric characters and underscores. Organizations can leverage barge-in capabilities for caller interruption, adjust duration settings from the default one-minute interval, and implement sequential prompt playback. The system utilizes the Flow.HoldPrompt variable under In-Queue settings and supports language-specific configurations, ensuring a flexible and robust hold music management solution.

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.

Notes:

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.
It is possible to have multiple Hold Music actions in an in-queue flow, and even multiple, different prompts. This example illustrates behavior when different prompts play in different Hold Music actions:
- Hold Music action 1 is called with Prompt P1.
- Hold Music action 2 is called with Prompt P1.
- Hold Music action 1 is called with Prompt P1.
- Hold Music action 1 is called with Prompt P2.
- Hold Music action 2 is called with Prompt P2.
- Hold Music action 1 is called with Prompt P2.
- Hold Music action 1 is called with Prompt P1.
- Hold Music action 2 is called with Prompt P1.
- Hold Music action 1 is called with Prompt P1.

Play begins at the beginning for Hold Music actions 1, 4, and 7. For 1-3, 4-6, and 7-9, the normal play offset and loop or wrap-around behavior happens across invocations.

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: In Expression mode, begin typing the name of an existing prompt and then select it from the list. 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 list. Click Add 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.
Duration	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.

Prompt naming conventionsClick to expand

Add a new user promptClick to expand

From the Architect home page, click or hover over the Prompts tab and select User Prompts.
Click Add. The Create Prompt dialog box opens.
Enter the prompt name and, optionally, a description of the prompt.
Click Create Prompt. The Edit Prompt dialog box opens.
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.

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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:

In Expression mode, begin typing the name of an existing prompt and then select it from the list.
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 list.
- Click Add 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.

Duration

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.

Hold Music action

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Hold Music action

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