I'd really like to have the option to play an mp3 at the same time as calling an agent. This will mean that the customer no longer hears ringtones but music instead. Currently we only have the option to Call Agent, Call Agent Group, Call Number or Jump To. Being able to Play Music AND Call Agent would mean that customers would not have to hear an American ringtone when outside the US whilst their call was being connected.
Our new callcenter on cloud - Freshcaller allows you to upload customised wait & hold music for the users. Freshcaller is integrated with Freshdesk and the agents can pick/make calls right from the helpdesk. To know more, read adding a phone channel to your helpdesk.
For existing phone channel users, we facilitate a hassle free migration to Freshcaller. Please drop us a note here if you're interested!