16 Comments

  • Chiaki Oka
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    Hi there Jill,

    Yes, you can actually change your hold music by going to Admin > Channels > Voice > Numbers tab > Edit > select a new greeting next from the drop-down menu in the Settings tab, as shown below:

    Although it says in the article that its a greeting, you can actually add a file here, such as your music, as your wait/hold "greeting".

    From here, you can choose what type of greeting would you like to change. Once you have selected from the options above, you will now have the option to either record your greeting or upload a file. :)

    To know more about changing your voice greetings, an article can be found here: Managing outgoing greetings.

    Hope this answers your question. :) 

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  • Marylou Scott-Smith
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    If you upload a file with different hold music, do you have to include your voice greeting on that same file?

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  • Nicole - Community Manager
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    Hi Marylou, 

    To clarify, do you want it to be a voice greeting and then music, or just music? 

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  • Marylou Scott-Smith
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    Hi Nicole, 

    We have several different brands and have different voice greetings for each of them.  I would like to continue with the voice greetings and simply change the music that plays while the customer is in queue or on hold.

    Quite a few customers have commented that the find the hold and queue music both loud and annoying so we would love to change it, while keeping our voice greetings intact.

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  • Nicole - Community Manager
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    Thanks for the clarification. I updated Chiaki's post above so that the link is live; that article includes instructions on how to upload a WAV or MP3 file to customize the recording. 

    I suggest giving that a try, and let us know if you run into any trouble. 

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  • Jose Resendiz
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    Is there a size limitation to a file, particularly a wait greeting that may include music and wait messages for up to 10 min which is our max answer wait time before it goes to voicemail?

    -1
  • Nicole - Community Manager
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    Hey Jose -

    According to the article linked above, yes, there is a size limit: 

    "Both WAV and MP3 files are supported with a maximum file size of 10 MB. For Wait greetings, we recommend a length of about 10-15 seconds."

    Let us know if you have any additional questions. 

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  • Nathalie Falkenberg
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    Dear support team,

    We would like to change the on hold music. I saw we can upload files to change the music, however I'm consumed about copyright. 

    Are we allowed to upload any file and use if for the on hold music? Or do we need to request a licence before we can do that?

     Do you also offer different on hold music except for the default one?

    Thank you

    Best,

     

    Nathalie  

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  • Jessie Schutz
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    Hi Nathalie! Welcome to the Community!

    This is an interesting question. I did a little bit of digging here, and I found this via Google search: https://www.americancreative.com/the-laws-and-regulations-governing-music-on-hold/

    The gist of the article is that, unless the music you're uploading is specifically public domain or otherwise doesn't require a license (ie: custom hold music you have commissioned), you will need to contact the copyright holder(s) for the music you wish to use, or use royalty free music for which you can purchase a license online. The article I linked provides some more detailed information and resources you can look into for more information.

    Hope that helps!

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  • Beth Haberski
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    Is it safe to assume that the hold/wait music is played in a loop until it can be routed to an agent/vm/etc?

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  • Jenni K.
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    Hi Beth!

    That's correct--the hold music will be played in a loop until answered by an agent or if it reaches maximum queue time and routes to Voicemail. 

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  • George
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    Hello,

     

    can we add more than one file for waiting music? we are thinking that because we dont want to have only music but also several spots of our brand.

     

    Ty

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  • Nicole - Community Manager
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    Hey G. Novas -

    You can upload multiple files for greetings (hold music) but you can only choose one greeting for each area you want it present in the IVR menu. If you want multiple spots, I would suggest putting together an audio file that is effectively one long track with the spots interspersed.

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  • Tracy Scobba
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    We would really like to remind callers periodically that they can leave a voicemail or a callback during the hold music ... I see that we could record custom hold music with the prompts interspersed, but an option in Zendesk to play the voicemail and callback prompts periodically would be ideal.

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  • Anna
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    Agree with Tracy. We would like to do the same thing as our wait time is set to the maximum (20 minutes) and customers get frustrated with longer wait times. We want to remind them while they are waiting on hold that they can press 1 to redirect to voicemail or they can press 2 to request a callback when an agent is free. 

    We are looking for a workaround for this and the only recommendation was to record our own wait greeting which would need to include both wait music and the greeting reminder at the 5 minute mark. Being able to select wait time reminders at select intervals during the wait time would be incredibly beneficial for us.

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  • Brett - Community Manager
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    Thanks for taking the time to share this with us Anna and Tracy!

    I'll be sure to pass this feedback along to our Talk team so they're aware of this need.

    Cheers!

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