On the tab Music on Hold you can select which music will be played to callers when placed on hold by the agent.

Access the Music on Hold tab in Contact Center Admin Portal by selecting Configure tab on the left > General > Global Settings > Music on Hold.

Default Music on Hold

Select one of the music options:

  • Use default music on hold – Select to play the default music when agents put callers on hold.
  • Use custom music on hold – Select to play custom music when agents put callers on hold; this is the music that you have uploaded to the Admin Portal. If "Use custom music on hold" is selected, but no custom audio file is present, an error message appears indicating that no custom file is available. If a second audio file is uploaded, it will overwrite the audio file that was previously uploaded.

To upload music:

  1. Select Use custom music on hold.

    Custom Music on Hold

  2. Click Details

    Music on Hold Details

  3. In the Description field enter a name for the setting Custom Music on Hold, then select Choose File to upload the audio file. Click OK when done.
    The field Current File will read "Listen" if custom music is currently uploaded; click Listen to hear which music is currently being used for placing callers on hold. If no music is currently selected a message is displayed "No file has been uploaded". Click OK to return to the Music on Hold tab.

    Custom Music on Hold

  4. Click Update, located in the top right corner of the page to save your changes. If Update is not clicked, any new changes made will not be saved.