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Genesys Cloud Queue & Hold Music That Stays Fresh

The Easy On Hold® app automatically updates music and messages for callers waiting in queue or placed on hold by an agent.

Setup Guide
Managed audio updates for Genesys Cloud In-Queue and Agent Hold.

Automatic Genesys Cloud Hold Music and Message Updates

Short, static audio files can repeat while callers wait and then start over when an agent places the call on hold. Updating a promotion or service announcement traditionally means preparing another file and asking an administrator to upload it.

The Easy On Hold Genesys Cloud Queue & Hold Music App handles those routine updates automatically. Your communications team manages approved music, messages and schedules in the Easy On Hold Content Control Center™. The app assembles the eligible content into a new audio program and updates the designated prompts in Genesys Cloud.

Genesys Cloud still controls call routing, queues, Architect flows and playback. Easy On Hold manages the content and replaces the audio behind the prompts already referenced by those call paths. Routine changes do not require another manual upload or a repeated edit to the Architect flow.

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How the Genesys Queue & Hold Music App Works

01

Connect the App and Managed Prompts

A Genesys Cloud administrator authorizes the Easy On Hold app. For queue wait audio, the applicable Hold Music action in an Architect In-Queue Flow is configured once to reference an Easy On Hold-managed prompt. Agent Hold audio can also reference a managed prompt.

02

Choose Content and Scheduling

Authorized users select music and messages in the Content Control Center. Set start and stop dates, days of the week, times of day and queue destinations, or turn a message on or off immediately.

03

Automatically Assemble and Update Audio

The app selects eligible content, randomly arranges it into a program up to 10 minutes long, prepares the required format and replaces the designated Genesys prompt audio. Depending on the setup, updates can run from once per day to once per hour.

04

Reduce Repetition Between Queue and Hold

When both experiences are managed, Queue Inversion Logic places the selected topics in reverse order for Agent Hold. A caller who moves from queue wait to agent hold is less likely to hear the same topic again right away.

Resources

Genesys Cloud Setup GuidePDF Guide
How the Genesys App WorksTechnical Knowledgebase Article
Hold Music That Stays FreshEasy On Hold Blog

Bring Marketing and IT Together

See a demonstration of scheduled content, managed Genesys prompts and coordinated queue and hold audio.

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Genesys Cloud Music On Hold FAQs

Answers for teams planning automated queue and agent hold audio.

The app automatically builds and uploads audio programs to designated Genesys Cloud prompts. Genesys Cloud plays the resulting prompt audio to callers; this integration does not require a live internet stream for each held call.

Yes. In-Queue and Agent Hold audio can each use an Easy On Hold-managed prompt. Your team selects the applicable call paths during initial setup with Easy On Hold.

The app can evaluate eligible content and refresh the program from once per day to once per hour, depending on the customer’s preferences. Message start and stop dates, days, times and queue assignments determine which content is included in each update.

Queue Inversion Logic places the selected topics in reverse order for Agent Hold when both experiences are managed. That reduces the chance of an immediate repeat, although it cannot guarantee that a caller will never hear a topic twice.

No. After the initial flow is configured, authorized users manage music, messages and schedules in the Easy On Hold Content Control Center. The app updates audio behind the existing managed prompt without routinely editing or republishing the flow.

An administrator authorizes the Easy On Hold connection and works with our team to review the applicable queues and flows. For In-Queue audio, the relevant Hold Music action is pointed to an Easy On Hold-managed prompt. Appropriate Architect and queue permissions are needed; a service account is recommended when permitted by the customer’s security policy.

The app maintains the audio on designated prompts. Genesys Cloud continues to manage call routing, queue configuration, service levels, Architect logic and agent interactions.