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Revision as of 17:43, 14 October 2020

Custom Music on Hold

This feature allows you to upload and use your own music audio files to play while the customer is put "on hold" or during the "ring time" when you receive an incoming call.

You can upload your custom audio files from the Recordings section and then convert them into MOH-files. Thereafter you can use your MOH-files in some of your features like:

• Calling queues
• Ring groups
• Call hunting
• Audioconferencing
• Main account or subaccount settings

Important point to take into consideration before creating your own Music on Hold recordings
The Company allows the Customer to choose and broadcast the music of its choice while its clients are in a calling queue, to the express condition that Customer disposes 
of the proper licenses and rights to such music. 

By broadcasting music, the Customer warrants that it owns or disposes of the proper rights and licences to broadcast such music, and that it understands that the Company 
does not own any rights and licences to broadcast the  music, but only provides a feature for the Customer to do so. 

In the event of a third-party claim directly or indirectly related to queue music provided by the Customer, Customer will defend, indemnify and hold harmless the Company 
from any and against any and all claims.

Blogs

How to Improve Your Customer Experience with Custom Music on Hold? 5 Examples of How to Use Custom Music on Hold in Your Business

Uploading Your Custom Music Files

Go to DID Numbers>> Recordings section and click the button "Upload new recording". From the pop-up window, you will need to fill the following:

• Name: Assign a name for your recording
• File: Click on "Choose file" button to look for the audio file you wish to upload.
• Upload: Click on "Upload file" button to upload your audio file.

Converting Recordings into MOH-Files

You will now need to convert the Recording file that you have just uploaded into a MOH-File. This can be donefrom 2 different sections.

1. From DID Numbers>> Recordings section

Once you upload your recording you can click on the headphones icon to easily convert this recording into a MOH-File you only need to assign a name for the MOH-File and click "Save"

2. From DID Numbers>> Custom Music on Hold section

From there, you can convert any recording file into a MOH-file by clicking on "Add a custom Music on Hold" button.

From the pop-up window, fill the Description which is the name of the MOH-file and drag and drop the recordings from the left column (Available Recordings) to the right column (Selected Recordings).

The MOH-file is by default set to "High volume" if you want to decrease the volume you can activate the switch button "Quite volume". Click at Save button.

Using Your MOH-file With a Feature

Now your MOH-file is ready to be used along with one of the following features:

• "Music on hold" for a subaccount or the main account

Available under Subaccounts>> Manage Sub accounts, clicking on the icon with a pen to modify your sub account and look for "Music on Hold" setting.

• "Music on hold" for a calling queue

This is available under DID Numbers>> Calling queues, click on the icon with a pen to modify your current calling queue or while creating a new one and look for "Music on Hold" setting.

• "Music the caller will hear while the call is answered", your MOH-file will be available for a Ring group or Call hunting

For a Ring group, it is available at DID Numbers>> Ring groups, click on the icon with a pen to modify your current ring group or while creating a new one and look for the setting "Music the caller will hear while the call is answered"

For a Call hunting, it is available at DID Numbers>> Call hunting, click on the icon with a pen to modify your current call hunting or while creating a new one and look for the setting "Music the caller will hear, while is answered:"

For audio conferencing, Go to DID Numbers >> Audio conferencing, click on the icon with a pen to modify your current conference or create a new one. Go to the "participants and Conference settings" tab, then create or edit the profile of your choice. In the advanced options, choose your file in the "MoH when empty" section. When the profile is activated, and there are no participants in the conference, your music on hold will play.