Customizing Wait and Hold Music

You can assign distinct Hold Music and Wait Music in order to differentiate between different stages within the support process.

Using separate music for each step indicates to consumers that they have progressed to a different stage as opposed to always hearing the same music.

Setting the hold and wait music globally and at the queue level

Note: Queue level settings override global settings. When the queue level setting is not set, the global settings are used.

Locate the global settings

1. Go to Settings > Languages and Messages > Audible Messages.

2. Go to the Call Music section.

3. Follow the steps in adding audio files to set the music.

Locate the queue level setting

1. Go to Settings > Queue.

2. Select the channel queue menu by clicking on it.

   The menu of configured queues will be displayed, along with the side settings panel.

3. Click the queue where you want to set the hold and wait music.

   Go to Call Music in the settings panel.

4. Follow the steps in adding audio files to set the music.

Add, modify playback speed, and download audio files

You can add any .mp3 or .wav file to use as the hold or wait music by uploading a file from your computer or using the drag-and-drop method to add the file.

Once the file has been uploaded, you can preview the music, adjust the volume, or modify the playback speed.

Note: There is a 15 MB maximum for the music file uploads.

There are separate settings for Wait Music and Hold Music, allowing you to assign a different audio file for each.

1. In the Call music section, click the Replace file icon to upload a new file.

   Note: The default audio files cannot be deleted, only replaced.

   

2. Use the file window that opens to select the audio file to upload and click Open. Alternatively, click Cancel to close the file window and use the drag-and-drop method to add the audio file.

   Once the file has been uploaded, the name of the new file will replace the current filename.

3. Click the play button to preview the audio.

4. Click the volume icon () to adjust the volume used during playback by using the slider to increase or decrease the volume.

5. Click the options icon () to download or modify playback speed.

   Click Download to download a copy of the audio file.

   Click Playback Speed to select a speed anywhere between 0.25 times and 2 times the normal speed.

   1 represents normal speed, 0.25 is equal to a quarter of the original speed (slowing playback down), and 2 is twice as fast as normal.

   

6. Repeat these steps for the other type of music (Hold or Wait).

7. Click Save.

   The audio files will now be used as the Wait and Hold Music across all queues.