On-hold music and video

About on-hold music and video

You can improve your callers' experience by playing music or messages if you have to place them on hold. You can play background music so callers are not left in silence, or use the opportunity to deliver informative or promotional messages. If you have the on-hold music service, you can set up your own music or messages to play to callers instead of the default on-hold music.

Using video

If you also have the on-hold video service, you can select a video file to play to on-hold callers. This is used if the caller's device is capable of playing video. If not, the default on-hold music is played.

On-hold music for call centres

On-hold music for call centres is configured as part of setting up a call centre.

Read about setting up on-hold music and other announcements for a call centre

Recording and adding messages

You can use One Net Manager to record your on-hold music or message, or you can use any other application that produces WAV or WMA audio files. Your recordings must not be longer than 10 minutes.

Read about file formats for messages

Setting up on-hold music and video

If your organisation has the on-hold music service, a site administrator can set it up for their site. These settings apply by default to all users on the site. If the on-hold music service is assigned to a department, a site administrator can set it up for departments within their site. If users have the on-hold music user service, they can switch it on or off.

If you don't set up on-hold music for your site or department, the default system on-hold music is used.

You can choose whether or not to play on-hold music when a call is put on hold, parked or camped against a busy phone.

You can select different media sources to use for external and internal calls. The options are:

• The music defined for the system
• A custom file

To set up on-hold music and video for the site or a department

For administrators only

1. Select Standortdienste > Wartemusik.
2. If you want to set up on-hold music for a department rather than the site, select the required department.
3. Select whether you want on-hold music played while calls are on-hold, parked or camped onto a busy extension.
4. If you want to play a personalised message for the organisation, select Benutzerdefiniert and upload the file.
5. If you want to play a different message to internal callers, select Alternative Wartemusik verwenden.
6. If you want to play a personalised message for the organisation for internal calls, select Benutzerdefiniert and upload the file.