9. Working with Music On Hold

9. Working with Music On Hold

9. Working with Music On Hold




Topics:


The system has a Music on Hold feature that plays when callers are on hold or waiting in queue. You can precede the first file with an optional introductory greeting.

• Displaying the Music On Hold Page

• Adding Music On Hold

• Changing the Order of Music On Hold Files

• Editing Music On Hold Files

• Deleting Music On Hold Files

• Adjusting Music On Hold Settings


Displaying the Music On Hold Page

All Music On Hold tasks are performed from the Music On Hold page. To display this page, click the Music On Hold icon on the menu bar.

A search field at the top-left of the page allows you to view the MOH files for a specific user by entering a file name, and then clicking the magnifying glass icon.

The button at the top-right side of the page refreshes the information on the page.

Where to go from here:

From the Music On Hold page, you can:

● Add files.

● Change the order of files.

● Edit files. 

● Delete files.

● Adjust Music On Hold settings.

Adding Music On Hold Files

The following procedure describes how to add files. Only properly licensed music files can be used with the Music On Hold feature.

  1. From the Music On Hold page, click the Add Music button. The Add Music pop-up window appears.
  2. Complete the fields (see Table ‎ 9-1 below).
  3. Click Upload.
  4. After the file is uploaded, you can play it on your computer by clicking the play icon to the left of the file on the Music On Hold page.

Table ‎ 9-1. Adding/Editing Music On Hold

Setting

Description

Browse

Adding a Music On Hold file: Use this button to upload a file in MP3 or WAV format. Click the Browse button. Navigate to the music file, click the file, and click Open.

Editing a Music On Hold file: this field does not appear.

Song Name

Enter a name for this file.


Changing the Order of Music On Hold Files

Music On Hold files play according to the order in which they appear in the Music On Hold page, starting with the top file on the page, if the randomization setting is not selected. To change the order in which files are played:

  1. On the left side of the Music On Hold page, hover the mouse over the up/down arrows for the file you want to move (the pointer changes to a 4-headed arrow). 
  2. Hold down your mouse button, drag the file to the desired location, and then release the mouse button. A message tells you that the file has been reprioritized and prompts you to click Save.
  3. Click Save.

Editing Music On Hold Files

There may be times when you need to edit the name of a Music On Hold file.

  1. From the Music On Hold page, either:
    – Click a file name
    OR
    – Hover over a file name, and then click the file icon at the far right of the Music On Hold page.
    Either step displays the Edit Music pop-up window. 
  2. Complete the field (see Table ‎9-1 above).
  3. Click Save.

Deleting Music On Hold Files

If you no longer need a Music On Hold file, you can delete it from the system.

  1. From the Music On Hold page, hover over the file name, and then click the delete icon at the far right of the row. A confirmation prompt appears.
  2. Click Yes to delete the file or No to retain it.

Adjusting Music On Hold Settings

To adjust Music On Hold settings:

  1. From the Music On Hold page, click the Settings button. A Music on Hold Settings pop-up window shows the begin and end dates for the time frame.
  2. Complete the fields (see Table ‎ 9-2 below).
  3. Click Save.

Table ‎ 9-2. Music On Hold Settings

Setting

Description

Enable Music on Hold

Enable (check) or disable (uncheck) the Music On Hold feature.

Randomize Music on Hold

Play Music On Hold files in a random order (check) or according to their order on the Music On Hold page (uncheck).

Play introductory greeting

Play (check) or do not play (uncheck) an introductory greeting before playing the first Music On Hold file. If you check this check box, the New Greeting and Greeting Name fields appear for uploading or recording a greeting. Greetings must be in MP3 or WAV format:

To upload a greeting file:

1. Next to New Greeting, click Upload.

2. Use the Browse button to select the file.

3. In the Greeting Name field, enter a name for the greeting.

4. Click Save.

To record a greeting:

1. Next to New Greeting, click Record.

2. In the Call me at field, enter the number to call (either an extension or a telephone number such as your cell phone).

3. In the Greeting Name field, enter a name for the greeting.

4. Click Call. Your phone will be called. At the prompt, record the new greeting, and then press # when you finish your recording.


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