Custom music on hold

Understand the tool, prepare its settings and check how it behaves in your call flow.

What it does

Custom hold audio plays while a caller waits on supported call paths. The portal can use it in queues, ring groups, call hunting and conferences. Availability during ringing or hold depends on the feature’s configuration.

Prepare your audio

Upload the audio through Services → Recordings, then create the custom music-on-hold entry from those files. Choose that entry in the relevant call flow. Review volume and preview the result, rather than assuming an uploaded file is already active.

Test the caller experience

Use audio you are entitled to play. Keep volume comfortable and spoken messages clear. Place a test call through the actual queue or group and check the transition into the answered call. Hold music changes what callers hear; it does not remove usage charges for waiting calls.

Tools depend on your enabled account permissions. Ask support if an option is unavailable or you need a configuration review.