Problem

When calls are routed to an IVR agent, use agent flows, or are transferred from an agent to a queue, callers can experience several seconds of silence. These silent gaps can be long enough to confuse callers and make them think the call has dropped.

Suggestion

Add a channel-level setting that allows administrators to control whether hold music is played during these transition phases — specifically when a call is routed to an agent and when it is transferred away from an agent.

Benefit

This would eliminate silent gaps and create a smoother and more professional calling experience.