Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Alyw on June 28, 2015, 12:38:40 PM

Title: Change music played in an onhold call
Post by: Alyw on June 28, 2015, 12:38:40 PM

Currently I'm developing an agent desktop with Genesys Platform SDK ver 8.5. I want to ask that is it able to change the music played when the call is onhold by an agent? For example, when the caller calls in, the waiting music played is in English, after an agent answered the call and the agent want to transfer the call to another agent, the music played has to be let say in Spanish, since the caller's preferred language is Spanish. Is it workable?

Title: Re: Change music played in an onhold call
Post by: Adam G on June 28, 2015, 02:12:05 PM

This is possible - as long as you understand the important differences between "music on hold" and "music in queue".  I posted about this, previously;

http://www.sggu.com/smf/index.php/topic,8692.msg38554.html#msg38554

So, choosing the corresponding music for your caller could be as simple as forwarding their call to the correct Route Point...