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      How to configure music on hold

      Optimizing Music On Hold: Setup, Customization, and Best Practices

      The system has a Music on Hold feature that plays when callers are on hold or waiting in queue. You can precede the first file with an optional introductory greeting.

      Topics:

      • Displaying the Music On Hold Page
      • Adding Music On Hold
      • Changing the Order of Music On Hold Files
      • Editing Music On Hold Files
      • Deleting Music On Hold Files
      • Adjusting Music On Hold Settings

      Displaying the Music On Hold Page

      All Music On Hold tasks are performed from the Music On Hold page. To display this page, click the Music On Hold icon on the menu bar.

      A search field at the top-left of the page allows you to view the MOH files for a specific user by entering a file name, and then clicking the magnifying glass icon.

      The button at the top-right side of the page refreshes the information on the page.

      From the Music On Hold page, you can:

      • Add files.
      • Change the order of files.
      • Edit files.
      • Delete files.
      • Adjust Music On Hold settings.

      Adding Music On Hold Files

      The following procedure describes how to add files. Only properly licensed music files can be used with the Music On Hold feature.

      1. From the Music On Hold page, click the Add Music button. The Add Music pop-up window appears.
      2. Complete the fields (see Table ‎1-1 below).
      3. Click Upload.
      4. After the file is uploaded, you can play it on your computer by clicking the play icon to the left of the file on the Music On Hold page.

      Table ‎1-1. Adding/Editing Music On Hold

      Changing the Order of Music On Hold Files


      Music On Hold files play according to the order in which they appear in the Music On Hold page, starting with the top file on the page, if the randomization setting is not selected. To change the order in which files are played:

      1. On the left side of the Music On Hold page, hover the mouse over the up/down arrows for the file you want to move (the pointer changes to a 4-headed arrow).
      2. Hold down your mouse button, drag the file to the desired location, and then release the mouse button. A message tells you that the file has been reprioritized and prompts you to click Save.
      3. Click Save.

      Editing Music On Hold Files

      There may be times when you need to edit the name of a Music On Hold file.

      1. From the Music On Hold page, either:
        – Click a file name
        OR
        – Hover over a file name, and then click the file icon at the far right of the Music On Hold page.
        Either step displays the Edit Music pop-up window.
      2. Complete the field (see Table ‎1-1 above).
      3. Click Save.

      Deleting Music On Hold Files

      If you no longer need a Music On Hold file, you can delete it from the system.

      1. From the Music On Hold page, hover over the file name, and then click the delete icon at the far right of the row. A confirmation prompt appears.
      2. Click Yes to delete the file or No to retain it.

      Adjusting Music On Hold Settings

      Table ‎1-2. Music On Hold Settings