Silence makes callers think they've been cut off. Hold music fills the wait — while a caller is on hold, parked, or waiting in a call queue — so the line feels alive. This guide covers picking a track, uploading your own, and setting your default.
Hold music is managed by account administrators.
Where to find it
Go to Phone System → Hold Music. You'll see two sets of tracks:
- System Hold Music — a library of ready-to-use, royalty-free tracks included with your account. Nothing to upload; just pick one.
- Your Custom Music — tracks you've uploaded yourself.
At the top, a summary shows your current default hold music and how many system and custom tracks you have.
Set your default
The default track is what callers hear unless a specific queue is set to use something else. To change it, find the track you want and choose Set Default. To hear a track first, use its play/preview control.
Upload your own music
- Click Upload Music.
- Choose an audio file (MP3 or WAV, up to 10 MB).
- Give it a name and an optional description, then upload.
The file is added to Your Custom Music and becomes available to set as the default or assign to a queue.
Licensing matters. Only upload music you have the right to use. Popular songs from the radio are almost always licensed and not allowed. Stick to royalty-free or licensed-for-business tracks — or use the included system music, which is cleared for this purpose.
Use different hold music for a queue
Each call queue can play its own hold music instead of the account default. In the queue's Configuration tab, set the Music on Hold to the track you want. This lets, say, your Support queue and Sales queue sound different. See Set Up a Call Queue for High Call Volume.
Add a spoken announcement to the wait
Want callers to hear more than music — like "Did you know you can check your order online?" — you can generate a spoken announcement with text-to-speech from the Hold Music area. Type your message (up to 500 characters), pick a voice, and generate it. These prompts live alongside your other audio; see Your Audio Library for the full picture.
Tips
- Keep the volume even. Music that's much louder or quieter than your greetings is jarring.
- Choose calm over catchy. Callers wait more patiently to pleasant background music than to something repetitive.
- Refresh occasionally. Swapping tracks now and then keeps regular callers from tuning out.
Troubleshooting
- Upload rejected? Check the file is an MP3 or WAV and under 10 MB.
- Music sounds distorted? Try a cleaner source file at a lower volume; phone audio is narrower than music streaming.
- Callers hear the wrong track? Confirm which track is set as default, and check whether the queue they're in has its own Music on Hold set.