Four configuration options are missing in Audio Settings panel

The current Audio Settings in WatsonX Orchestrate lack the granularity required for production-grade voice channel deployments. During our ongoing PoC with a banking client (SIP channel), we identified four missing configuration options that are necessary to meet the client's requirements and deliver a quality voice experience. The absence of these controls limits our ability to fine-tune voice behavior, reducing the client's confidence in the platform's flexibility for their use case.

Missing configuration options

1. Enable / Disable Pre-Hold Message

No toggle to fully enable or disable the pre-hold message at the configuration level. Clients should be able to turn this feature on or off according to their interaction design.

2. Pre-Hold Message Timing Configuration (Delay / Duration)

No way to configure when the pre-hold message is triggered — neither the delay before it plays nor its duration. Clients need control over timing to align with expected agent response latency and avoid the message firing too early or too late.

3. Enable / Disable On-Hold Music

No option to enable or disable on-hold music. Clients must be able to control whether music plays during hold periods, as this varies across use cases and brand guidelines.

4. Disable Pre-Hold Message on First Interaction

No option to suppress the pre-hold message specifically on the first conversation turn. This is needed to avoid playing a hold message before the agent's initial response (e.g. agent introduction), which creates a poor first impression.