When a teammate makes an outbound call, Intercom plays hold music on the teammate's end in two situations:
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While the call recording disclaimer plays for the customer after they answer
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During the transition from ringing to voicemail
That hold music makes it really hard to hear when a call has been forwarded to voicemail. Teammates can't clearly hear the voicemail greeting start or catch the beep, which leads to missed, garbled, or poorly timed voicemail messages.
Requesting a workspace-level (or even per-teammate) setting to disable or mute the hold music on outbound calls.