Music On Hold
On hold music and messaging is a proven marketing tool for any company. Silence, bad music, or playing the radio is a wasted opportunity to create a positive customer experience. With the right audio, callers are less likely to hang up and are more likely to be in a good mood. See Music On Hold Best Practices for tips.
Music On Hold works slightly differently depending on the product. For Business Cloud Communications, audio files are added to the Media Files library and are then assigned o the account, hunt groups, queues, and/or users as needed. For Business Lines and SIP Trunking (Legacy), Music On Hold can be set at the account level but cannot be reused elsewhere.
Account Call Settings
Music On Hold set at the account level is used for the entire account. Callers will hear this audio file when they are placed on hold, unless the auto-attendant, hunt group, queue, or user who placed the call on hold has been assigned a custom audio file.
Go to .
Under Music On Hold, select a setting from the drop-down menu to apply it to the account:
None (Intermittent Beep). The caller will hear two short beeps every 15 seconds.
Standard Options. Choose from one of three looped, copyright-free audio files.
Custom Audio. Custom audio works differently depending on the account's product:
Business Cloud Communications and SIP Trunking (Next Gen): Select a Music On Hold file from the Media Files library.
Business Lines, Cloud PBX, and SIP Trunking (Legacy): Upload any .mp3, .ogg, or .wav file under 15 MB. See Custom Music On Hold for details.
The new setting will be applied to the account immediately — no saving necessary.
Listen to the audio file in your browser
To hear what it sounds like, click 
play on the right or call a phone number on your account and ask to be placed on hold.
Business Lines
Custom audio works differently depending on the account's product. The following information applies to Business Lines only. For Business Cloud Communications, see Upload Media Files for details.
Upload Custom Audio
Follow these steps to upload a custom Music On Hold file:
Go to .
Under , select Custom audio.
Do one of the following:
Drag and drop the file from your computer to the upload area.
Click the link in the upload area, then select an audio file from your computer and click [Open].
The file will be converted and optimized for use by the phone system, which will result in some degree of quality loss. To hear what it sounds like, click the
play button on the right or call a phone number on your account and ask to be placed on hold.Once the page is refreshed, the file will be renamed to hold_music.wav.
Change Custom Audio
Only one custom audio file can be uploaded to the account at a time. To change the current audio file, open the 
overflow menu on the right and select Delete & Upload New File, then drag and drop the new file to apply it to the account.
Between the time one file is deleted and another is applied, Music On Hold will be set to None (Intermittent Beep).
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