This article provides step-by-step instructions on how to customize hold music and manage on-hold messaging for an organization within the Level365 platform. Individual users can also have Music on Hold settings that differ from the organization's default. For instructions on managing Music on Hold for specific users click HERE.
For instructions navigating to view your organization's page, click HERE
Click on the Music On Hold icon at the top.
When in Music on Hold, select the Owner in which the music on hold needs to be updated
- Select the Owner. Domain will be for entire organization. Specific Music on Hold can be configured for individual Call Queues and Users as well.
- Music will show the number of files for each owner.
- Messages will show the number of messages for each Owner. This will include Introduction messages as well
When Inherit is shown, this means that particular user or call queue is using music or messages that is inherited from the site or organization.
- An introduction message can be added to play before the call starts to ring to the user's phone.
- A message can be added to play in between music while a caller is on hold.
- For multiple messages, the timer can be set to space out messages by seconds
Adding Messages and Introductions
There are 3 options to add a message or introduction:
- Text-To-Speech allows typing out the greeting and choosing a voice to read out the greeting. The system will allow to preview the message to hear the voice and to see if anything within the greeting needs to be spelled out phonetically.
- Upload will let the user to browse the computer to upload an .mp3 or .wav audio file.
- Record allows the user to enter a specific device name or 10 digit external number for the system to call in order to record the greeting directly into the system
All music tracks will be listed under the Music column:
Adding Music
To add a music track, click the blue Add Music button on the top right.
Browse on the computer to upload an .mp3 or .wav file
If assistance is needed to convert the file to either a .wav or .mp3 file, reach out to Support HERE
Reordering Music
You can reorganize the music when there are multiple songs uploaded. Simply drag the up/down arrows to arrange as you'd like.
Click Save when finished to apply the changes.