Music On Hold

Modified on Thu, 2 Jan at 9:34 PM

Account > Settings > Calls

On hold music and messaging is a proven marketing tool for any company. Silence, bad music, or playing the radio is a wasted opportunity to create a positive customer experience. With the right audio, callers are less likely to hang up and are more likely to be in a good mood. See Music On Hold Best Practices for tips.

Set Up Music On Hold

Music On Hold can be managed in by Platform users in the Admin Portal, or by Account Managers and Admin end users in the Voice Portal.

Go to Account > Settings > Calls.
Under Music On Hold, select a setting from the drop-down menu to apply it to the account:
- None (intermittent beep). The caller will hear two short beeps every 15 seconds.
- Standard options. Choose from one of three looped, copyright-free audio files.
- Custom audio. Select a Music On Hold file from the Media Files library.
The new setting will be applied to the account immediately — no saving necessary.

Listen to the audio file in your browser

To hear what a file sounds like, click the play button on the right. Standard options can be played before (and after) you make a selection, and a custom audio file can be played once it's been uploaded.

Set Default Hold Music

Go to Management > Account Defaults to choose the default Music On Hold setting for all new accounts created on your partition. Customers can change this setting on their own account at any time. Please note, a custom audio file cannot be added as the partition default.