Custom Hold Music

Custom Hold Music

Introduction

This platform supports the inclusion of custom hold music that callers will hear in place of the default tracks while they’re on hold or parked in the call system. These custom tracks can include music, announcements, promotional messages, or other audio content tailored to your business.


How to Add a New Music on Hold Album

1. From the main menu on the left, navigate to “UC Admin” → “Settings & Security” → “Music on Hold”



2. Select “+ Add Album” in the upper-right corner.



3. Complete the form with the following required information:
  1. Assigned Account: Select the account this music belongs to. This field only appears if you have not already selected an account from the main dropdown at the top right of the page.
  2. Label: Enter a name used for internal identification (e.g., “Customer Support Hold Music”)
  3. Streaming URL: If using a third-party hosted streaming service for music playback, enter the URL here.



4. Select “Add” in the lower-right to create the album.

5. Once the Album is created, you’ll be redirected to a page where you can further customize it (see step in the next section).


Managing Existing Albums

1. From the main menu on the left, navigate to “UC Admin” → “Settings & Security” → “Music on Hold”


2. A list of all albums under the selected account will appear. Click the album name or the three vertical dots to the right of the listing and select Edit.



3. You'll have access to several configuration tabs:
  1. Edit:
    1. Label: Update the album name.
    2. Description & Notes: Optional details for internal reference.
    3. Streaming URL: Link to an external music stream (if applicable).
    4. Add Album Tracks (upper right): Upload individual audio files (MP3 or WAV) directly to the album.
  2. Dependency Tree:
    1. View where this album is currently in use (e.g., linked to specific extensions, call queues, or call flow steps).
Alert
Important Reminder:
  1. Be sure to click "Update"  at the bottom of the screen to save your changes before navigating away.
  2. Once you are done making changes, click the "Apply Changes"  button on the left to make sure the system updates properly.
    1. Note: You can either apply changes immediately or schedule a date/time for the system to update to avoid interfering with business hours.