Hold Music and Queue Message Brief

Brief hold music and the spoken messages in the queue. Callers should know they are still in line. BRAND [BRAND] Call reasons: [SUPPORT] Average hold: [MINUTES] What we can tell them while they wait: [HOURS, A HELP URL, A CALLBACK OPTION] Music palette: [SIMPLE, NOT A POP SONG WE DO NOT LICENSE] What the music must not do: sound like an error tone, a nursery rhyme, or a track with lyrics that fight the voice. BRIEF A loop that can survive three minutes without a hard seam. Low energy, no sudden drops. Spoken messages every [45] seconds: position or "you are still in queue" if we cannot know position, the callback option if it exists, and a line that does not claim the wait is short. Script those messages. The failure to avoid: music so loud the agent is not heard when the call connects. Give a ducking note.