---
title: "Change ‘Hold’ or ‘Queue’ Music"
slug: "change-hold-or-queue-music"
description: "\"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 for an IVR."
updated: 2025-02-05T20:23:02Z
published: 2025-02-05T20:23:02Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Change ‘Hold’ or ‘Queue’ Music

| **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

Hold music is what Customers hear when placed on hold by Agents during a phone call. Hold music is [configured](/docs/voice-phone-number-settings) through the phone number assigned to an IVR.

Queue music is played while Customers wait to be connected to the next available Agent.

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Settings**.
3. Under the **Channels** category, click **Voice**. The Phone Numbers page will show you a list of numbers used in Gladly.
4. Hover over the phone number you want to update the hold music, then click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/pencil-edit-icon.svg).
5. Scroll down to either the **Hold Music**or**Queue Music**section and click**Update Recording.**
6. From the Recording Library page, click **Upload New Recording** to upload a new file or select an existing audio file.
  - Click play to see the audio length. ![Audio file named hold.mp3 with a duration of fourteen minutes and thirty-three seconds.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/audiomusichold.webp)
7. 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 may be silence while the audio loads.
  - Click [here](https://www.twilio.com/docs/voice/twiml/play#supported-audio-file-types) for a list of acceptable audio formats.
8. Click **Save**.