We have hit a road block and need some assistance on this.
Call flow: Customer calls TFN >> Call routes to a Queue >> If queue is busy/ no agent available call routes to In-queue flow and plays queue specific Hold music>> One agent is available call is answered by an agent >> Agent need to consult transfer to external number >>> At this time customer is on hold and hears System default Hold music which is different and not queue specific hold music until agent is talking to consulting.
Over writing the default hold music wont work as we need to have a queue specific/ DID specific hold music for agent consult transfer calls to external number.
Please let us know if we have any workaround for this.
We replaced the system prompt "on hold" with our corporate music and messaging, but still needed to have a separate system "on hold" with plain music for other queues, our work around was to use another system prompt that our business would never use and replace this with our custom plain music. We used the system prompt "Desu".
This works for us, it may work for you....
Kind regards
Natasha
Thanks for response, But here we are looking to add the hold music to Agent initiated Transfer calls not queue calls.
When a agent initiate a consult transfer to some third party number the customer gets to hear system default hold music until agent is talking to the consulting party. So we cant have agent specific hold music , which is the ask here and for which we are looking to have a workaround in place.