Music On Hold

Features

Music On Hold

Scope

Intended Audience: All End Users

This article outlines how to change the default music on hold as desired.

Requirements

Basic User Access to Manager Portal or higher
NOTE: Basic Users may only set Music on Hold for their own users, not the entire domain
Audio files you will be uploading (must be a wav or mp3 file). Users are responsible for ensuring they have the appropriate licensing for these files

Add Music on Hold to a Domain

Log in to the Manager Portal
Navigate to Music On Hold
Select the Domain username
There are 2 sections, Music and Messages.
In the Music section, click on Add Music
Click on Browse and select the audio file
Enter a Song Name
Click Upload
The page will refresh showing the uploaded files.
You can also upload Messages to play at a defined interval during the Music. For more information, click here.

Add Music on Hold to a User

Log in to the Manager Portal
Navigate to Music On Hold
Search for and select the extension to update
Ensure the header updates to reflect Music on Hold / Extension Number
In the Music section, click on Add Music
Click on Browse and select the audio file
Enter a Song Name
Click Upload
The page will refresh showing the uploaded files

Music on Hold Settings

Music on Hold settings are no longer within a settings section, but rather will dynamically appear in the Music on Hold section. Example: When more than 1 Music on Hold file is uploaded to a user or queue, the Randomize Music will appear.

To disable music on hold completely, uncheck Enable Music on Hold from the domain users Music on Hold. When placed on hold, callers will hear silence
NOTE: This setting is only available for domain MOH and affects all Music on Hold.
By default music on hold plays in the sort order defined. To play music randomly, check Randomize Music on Hold
NOTE: To randomize the domain level Music On Hold, you will need to edit the domain defaults and set “Randomize MOH” to yes.

Music on Hold Messages

Music on Hold messages are messages that can be played in between the Music on Hold on set intervals. This could be anything from advertisements to thanking a caller for holding.

Messages can be on a per site, call queue or user basis or for an entire domain.
Note: Domain wide messages can not have their time interval changed at this time and will play 30 seconds after the call has started.

Add Messages

Log in to the Manager Portal
Navigate to Music On Hold (or to the Site, call queue , or User you wish to edit).
Select the Domain username
There are 2 sections, Music and Messages.
In the Messages section, click on Add Message.
1. See Introduction Message below.
There are several options listed.
1. Wait Status Updates - This option will periodically update the caller with their current position and/or Estimate Wait Time for their call to be answered by an agent.
2. Text-To-Speech - Gives the ability to type out the desired message and choose a voice for the recording.
3. Upload - Upload a pre-recorded message to be played *Must be in WAV or MP3 format
  1. You will need to enter a Message Name for the file.
4. Record - Have the system call an extension or external number in order to record a new message.
The page will refresh showing the uploaded files.
The messages will play in order, descending from #1. Organize them as you wish.

Introduction Greeting

An Introduction Greeting/Message will play immediately as a caller joins the queue.
While adding Messages, you may see an
Introduction Message option, similar to one of the two options below:
1. Click on the “Add Introduction” button
2. Press the “+” icon button across from the text “No Introduction added”
From here, the “Add Intro Message” modal will appear.
Select your desired method to add the desired message to the MOH settings.
Click “Upload” when finished.

Set Time Between Messages

Navigate to the Call Queue screen and select the “Edit MOH” icon across from the call queue.
Click on the interval timer and select the desired interval time. Time is in increments of 5 seconds each.