Westpac New Zealand has reported that agents continue to hear wait music for approximately 1-2 seconds after the customer and agent are already connected.

The Product Group has confirmed this is expected behavior due to a current product limitation. However, this behavior causes confusion for agents and negatively affects both agent and customer experience.

Business Scenario

In a contact center environment, agents expect to hear the customer immediately when a call is connected. When wait music continues after connection, agents may think the customer is not yet available, causing delays and awkward call starts.

Current Behavior

• Agent and customer are connected.
• Agent continues to hear wait music for approximately 1-2 seconds.
• Behavior is currently expected.

Expected Behavior

• Wait music stops immediately once the call is connected.
• Agent can hear the customer instantly.
• Optionally provide an admin setting to control this behavior.

Business Impact

• Causes confusion for agents during live customer interactions.
• Creates an impression that the call has not connected properly.
• Results in delayed greetings and less natural conversations.
• Affects multiple agents in production environments.
• Creates a poor customer experience for organizations such as Westpac New Zealand, where agents handle a high volume of customer calls daily.
• Continues to generate support cases and customer concerns even though the behavior is currently by design.

Requested Enhancement

Please consider removing the 1-2 second post-connection wait music delay or introducing a configurable setting to disable it. This would provide a smoother call experience and improve both agent efficiency and customer satisfaction.