MC1179700 — Dynamics 365 Contact Center - Enable selective hold with music and exit prompts

We are announcing the ability to enable selective hold with music and exit prompts in Dynamics 365 Contact Center. This feature will reach general availability on November 24, 2025. How does this affect me? This feature enables voice agents to use selective hold periods when callers need time to retrieve information or respond. By playing music or promotional prompts during these pauses, the system prevents silences that might suggest disconnection or audio problems. With Hold and Resume, you ca...