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- Music On Hold Menu
- Default Music On Hold (Domain-wide)
- Music On Hold by Site
- Music On Hold per User
- Music On Hold in a Call Queue
Music On Hold Menu
The Music On Hold menu is divided into two halves. The left side labeled Music is where music files are uploaded.
Music files in the left pane are played one after another in sequential order. Re-organize the music using the arrows on the left and drag and drop. Music and messages will automatically repeat of all files are played.
The right side of the Music On Hold menu is for Messages. Files in this pane will also be played sequentially and will stitched into the music to provide comfort messages. The system will automatically lower the gain of the music so the caller can hear the message(s).
Note: Music files must be in .mp3 or .wav format, the system will automatically convert the files to right size/compression.
Basics
Order
Adjust the order of Music or Messages by dragging and dropping the arrows on the left side of the file
Randomize
You can also randomize your music by clicking the Randomize Music button, this will play a random track from the list for the caller when they're put on hold.
Text-to-Speech
Use text to speech to quickly create new messages. (You can also upload pre-recorded messages - Click Upload instead)
1. Click Add Message
2. Select Text-To-Speech
3. Type your Message
4. Select a Voice
5. Click Save
Messaging Interval
To adjust the messaging interval, click the timer button. This will set the interval time in between each played message.
Copy Messages
Quickly copy a message if you need the same message to be played twice; click on the copy icon .
Default Music On Hold (Domain-wide)
By default there is a music on hold (MOH) in place for all users in a domain. This default music on hold can be changed by a user with a role of Office Manager or higher in the Music On Hold menu in the admin portal.
1. Click on Music On Hold
2. Click Domain
3. Click Add Music
If a user does not have another music on hold configuration they will inherit the domain's default music on hold.
Music On Hold by Site
Your domain may be broken up into smaller sites that are at different physical locations or product brands. You can set up a music on hold for specific sites. This ensures that any user that is a member of a particular site will inherit a site-specific MOH file instead of using the domain default.
1. Navigate to Music On Hold
2. Enter the Site name and click the drop-down suggestion
3. Click Add Music
4. Click Browse
5. Type the Song Name or file name
6. Click Upload
Music On Hold per User
Basic users on the system also have access to changing their own personal music on hold. This feature can be disabled by a system administrator by way of portal configs. Music uploaded into a users portal will override the site-wide or domain-wide music.
1. Navigate to Music On Hold
2. Click Add Music
3. Click Browse
4. Type the Song Name or file name
5. Click Upload
Music On Hold in a Call Queue
Call Queue music on hold is played when a caller is waiting in a call queue for an agent to answer the phone.
A shortcut to the music on hold for a call queue can be found in the Call Queues tab, then click on the music note next to the queue you wish to edit:
Then you will see the normal 2-pane window to manage music and comfort messaging.
To add Music, click the Add Music button; to add messages, click the Add Message button.
Wait Status Updates
To add Wait Status Updates for callers
1. click Add Messaging
2. Click Wait Status Updates
3. Click Save
Introduction Messaging
Introductory messages can also be a useful addition to a call queue. The introductory message will be played prior to any music or messages to inform the caller of any unique or special cases with the queue they're calling.
There is a setting within the Pre-queue options of a call queue that can force the entirety of the introduction message to be played prior to queueing the caller for agents. This can be particularly useful if you have an important message for all callers to hear.
To add an introductory message, click on green plus sign labeled Add Intro Message.
You will be prompted to use Text-To-Speech, Upload, or Record a greeting for the intro message.