Music on Hold

Add customized hold music and waiting messages for your callers — for every call queue at once (domain level) or per queue.

Adding Music to ALL Call Queues

1. Log in to the Portal for Managers (or as a Call Center Supervisor) and select Music On Hold.
2. Select your Domain. (Users who added their own hold music are also listed here.) Music added at the domain level is inherited by all call queues.
3. Select Add Music.
4. To have AI create custom hold music and messages, select Create/Update MOH Compilations — this opens Voice AI Studio in a new tab.
5. To upload your own file instead, use the toggle in the upper right of the box to turn Voice AI Studio off, then browse to your music file.
6. Enter a song name/description and select Upload. Repeat to build your hold-music library.

Adding Messages to ALL Call Queues

You can play an introductory message at the start of the call and/or periodic messages while callers wait:

1. In Music On Hold, select your Domain — messages added here are inherited by all queues.
2. Select Add Introduction for a message played at the start of a call (e.g. "This call may be recorded for quality control"), or Add Message for one played while callers hold.
3. Create it via Text-To-Speech, Upload, or Record.
4. Click Upload or Save depending on the option chosen.
5. From the Messages section you can play, download, edit and delete messages. Click the clock icon to adjust how often periodic messages play.

Adding Music/Messages to SPECIFIC Call Queues

1. Select Music On Hold in the Portal.
2. In the "Find a user's or site's music" search box, type the extension of the call queue — or set the Type drop-down to Queue. Make sure "Hide Users Without Music On Hold" is unchecked.
3. Select the queue and follow the same steps as above to add its music or messages.