Music on Hold

1. 1

   Log in to the Manager Portal

2. 2

   Navigate to Music On Hold

   

3. 3

   Select the Domain username

   

4. 4

   There are 2 sections, Music and Messages.

5. 5

   In the Music section, click on Add Music

6. 6

   Click on Browse and select the audio file

7. 7

   Enter a Song Name

8. 8

   Click Upload

   

9. 9

   The page will refresh showing the uploaded files.

   

10. 10

    You can also upload Messages to play at a defined interval during the Music. For more information, click here.

1. 1
   Log in to the Manager Portal
2. 2
   Navigate to Users > Sites

3. Select the Music on Hold icon next to the desired site`

4. In the Music section, click on Add Music

5. Click on Browse and select the audio file 6. Enter a Song Name 7. Click Upload

8. The page will refresh showing the uploaded files

1. 1
   Log in to the Manager Portal
2. 2
   Navigate to Music On Hold

3. Search for and select the extension to update

4. Ensure the header updates to reflect Music on Hold / Extension Number

5. In the Music section, click on Add Music

6. Click on Browse and select the audio file 7. Enter a Song Name 8. Click Upload

9. The page will refresh showing the uploaded files

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.

1. 1
   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.

2. 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 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

1. 1
   Log in to the Manager Portal
2. 2
   Navigate to Music On Hold (or to the Site, call queue , or User you wish to edit).

3. Select the Domain username

4. There are 2 sections, Music and Messages. 5. In the Messages section, click on Add Message.

1. 1
   See Introduction Message below.
2. 2
   There are several options listed.
3. 3
   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.
4. 4
   Text-To-Speech - Gives the ability to type out the desired message and choose a voice for the recording.
5. 5
   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.
6. 6
   Record - Have the system call an extension or external number in order to record a new message.
7. 7
   The page will refresh showing the uploaded files.
8. 8
   The messages will play in order, descending from #1. Organize them as you wish.

Introduction Greeting

1. 1
   An Introduction Greeting/Message will play immediately as a caller joins the queue.
2. 2
   While adding Messages, you may see an

Introduction Message option, similar to one of the two options below:

1. 1

   Click on the "Add Introduction" button

   

2. 2

   Press the "+" icon button across from the text "No Introduction added"

   

3. 3

   From here, the "Add Intro Message" modal will appear.

4. Select your desired method to add the desired message to the MOH settings. 5. Click "Upload" when finished.

Set Time Between Messages

1. 1
   Navigate to the Call Queue screen and select the "Edit MOH" icon across from the call queue.

2. Click on the interval timer and select the desired interval time. Time is in increments of 5 seconds each.

There are several freely licensed songs available on the internet. Below are a few examples:

• https://soundcloud.com/royalty-free-audio-loops

• https://www.fiverr.com/search/gigs?utf8=%E2%9C%93&source=top-bar&locale=en&search_in=everywhere&query=music+on+hold
• http://www.telephoneonhold.com/voicemail-recordings-for-phone-systems-voice--music-on-hold.html

Attached are the default music on hold files for all users.

Default MOH.zip