Music On Hold

Overview

In the Music On Hold section, you can manage the Music On Hold class that can be used for Queues and Queue Campaigns. 

You can access the Music on Hold section from the Voice menu in the main navigation panel.

From the Music on Hold list you can:

• search for a specific item

• set and clear filters

• manage columns

• activate the advanced search for each field

• delete items (single or bulk delete)

• export items, if you select at least one row

Clicking on the three dots menu next to the Music on Hold item you can delete or edit it:

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modify general settings, for example related to the sorting of audio files (random or alphabetical) in case of File Mode

add one or more audio file, selecting it from the list of audio files you have previously uploaded in Sounds section

Create a Music On Hold

You can create a new Music on Hold, by clicking on Add and indicate:

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2. Enter the Name: name associated to the Music on Hold

3. Select the Mode: Files or Custom

   • Files Mode is used to create a Music On Hold class where you can add multiple audio files that will be played when a caller is waiting in a queue. By default, the sound files are played alphabetically but you can also play randomly by setting the sort to random.

   • Custom Mode is used to execute a custom application (like streaming radio) when a caller is waiting in a queue.

4. Click Add Music On Hold

After the Music on Hold is created, you can view it in the list and you can edit it when necessary.

Edit a Music On Hold

To edit a Music on Hold:

1. Go to the Music on Hold list.

2. Locate the Music on Hold you want to edit (you can use the search box to filter the list).

3. Click the three dots button (⋮) next to the Music on Hold to display the menu with available actions.

4. Select Edit Music on Hold.

5. Modify the settings of interest

6. Click the SAVE button located at the top-right corner of the web interface to confirm changes. 

Add Music On Hold Sounds

If you have created a Music On Hold in Files Mode, you must upload sound files that will be played for the caller.

To add audio files to a Music on Hold:

1. Go to the Music on Hold list.

2. Click the three dots button (⋮) next to the Music on Hold and select Edit Music on Hold.

3. Open Audio Files section
   
   

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4. Click the Add button

5. Select the audio file you have previously uploaded in Sounds section
   
   

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6. Click Add

7. Save the configuration

After you have added the sound, you can playback it or delete it clicking on the three dots button (⋮)

Customize default Music On Hold

If you want to dynamically change the default Music On Hold class during the call flow, follow the below instructions:

1. Create your custom Music On Hold class with Mode set to Files and select the associated audio files

2. Create variable CHANNEL(musicclass)

3. Update Music On Hold class on runtime