Assigning Music for Callers Placed On-hold by an Agent

The following describes how to choose a hold music track to play to callers manually placed on hold by an Agent in a specific queue. By default, if no track is chosen, callers will simply hear a series of static beeps.

Implementation

1. Access the configuration page for the intended IVR.
   Accessing an IVR's configuration page...

   1. Access the list of services for the intended Customer.
      How do I view a list of services for a specific Customer?

      1. Access the details page for the intended Customer.

         How do I access the details of a specific Customer?

         1. Type the Customer’s name into the search field at the top of any page.
         2. Click the intended Customer in the search results. This opens the Customer Details page.

      2. Select the Services tab.

   2. Locate the intended IVR service and click its Configure link. This will open a new page.

2. Locate the intended queue node and click its Config link.
3. Select the In Call tab.
4. Locate the Enquiry Calls and Patch-through Options section.
5. Use the While On Hold, Play Music Track drop-down to select the intended track.

   Available tracks will be grouped according to whether they are Shared with you, or Your Own (uploaded) tracks.

6. Click Save Settings to confirm and apply your choices.