Changing up what happens at the 'select resource - queued' step

Question

Greetings!
So, I'm curious .. we'd like to change how we do things regarding what happens at the select resource - queued step. Our current state is a series of business checks, place the call on hold, play CUCM MOH, take the call off hold, go back to the queue loop and repeat.
To change things up I'd like to play some royalty-free music as a prompt instead of putting the call on hold. I would use boolean flags to keep track of what prompts have played so callers do not hear the same wav file over and over and over.  So, I'm thinking of doing something like this ...
At the queued step ..
play a prompt
begin the queue loop
     business check
     agent check
     play royalty-free (RF) music clip 1 (45 sec)
     play informational prompt 1 (15 sec)
     opt-out check
go back to the queue loop
2nd time through ..
     business check
     agent check
     play RF 2 (45 sec)
     play info 2 (15 sec
     opt-out check
3rd time ...
     business check
     agent check
     play RF 3 (45 sec)
     play info 3 (6 sec)
     opt-out check
4th time ...
     business check
     agent check
     play RF 4 (45 sec)
     play info 4 (6 sec)
     opt-out check
And maybe one more time playing these types of prompts before we switch to placing the call on hold and playing CUCM MOH. Generally, most calls are answered before the five minute mark, however, we do have outliers who wait a very long time. Playing CUCM MOH might be the appropriate thing to do for those rare instances?
I'm curious if anyone else has tried this and am hoping for some feedback?
Thanks!
Keith

Answer 1

Hi
There's nothing wrong with doing it that way. I've seen a few customers play music from prompts rather than holding; it's easier to maintain/change that way.
Aaron