Change 'Hold' or 'Queue' Music
- 28 Feb 2023
- 1 Minute To Read
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Change 'Hold' or 'Queue' Music
- Updated On 28 Feb 2023
- 1 Minute To Read
-
Print
-
PDF
REQUIRED USER ROLE Administrator |
Hold music is what Customers hear when placed on hold by Agents during a phone call. Hold music is configured through the phone number assigned to an IVR.
Queue music is what's played while Customers wait to be connected to the next available Agent.
- Click the menu icon on the top left corner of the screen.
- Click Settings.
- Under the Channels category, click Voice. The Phone Numbers page will show you a list of numbers used in Gladly.
- Hover over the phone number you want to update the hold music in. Click the pencil icon on the right side to enter the configuration page.
- Scroll down to either the Hold Music or Queue Music section and click Update Recording.
- From the Recording Library page, click Upload New Recordingto upload a new file or select an existing audio file.
- Click the play icon to see the audio length
- Click the play icon to see the audio length
- Check the box next to Loop the queue and hold music to loop music automatically. If looping is activated, keep the music around five minutes long.
- Note about music length – While not recommended, if Loop the queue and hold music setting is not activated, make sure the music is long enough (~15 minutes) as the recording will not loop, or your Customers will hear silence once the music stops and they are still on hold or in the queue waiting for an Agent.
- It's best practice not to put Customers on hold longer than the length of your hold music. Hold music restarts every time the Customer is placed on hold.
- Keep audio files under 10 MB. Large files may take longer to load, and there's silence while the audio loads.
- Click here for a list of acceptable audio formats.
- Click Save.
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