Custom Hold Music

Custom Hold Music enables you to upload your own music on hold and create on-hold messages. You can switch between using Telzio's default hold music options, and your own music that you've added to your account. 

Custom hold music can be applied to individual phone extensions and departments. 

In this guide you'll learn how to add custom hold music to your phone system. 


Here are some important notes about uploading custom hold music: 

  • You can have up to 10 different files on your account at a time to use for hold music. 
  • The system accepts MP3, MP4, and WAV files. 
  • The maximum duration for each file is 5 minutes. 

Definitions

When we talk about Custom Hold Music, we refer to some features that you should be familiar with before you get started. 

  • Call Flow
    The configuration of features used to automate inbound calls.
  • Actions
    Features in a Call Flow that dictate how you want calls to be routed.
  • Forward
    An Action in the Call Flow that routes callers to employees and departments. 
  • Queue
    An Action in the Call Flow that places callers on hold until the next agent is available. 
  • User
    An extension or employee on your Telzio phone system. 

How to Add Custom Hold Music

Follow these steps to add your own files that you can choose from for hold music. 

  1. Navigate to Account Settings
  2. Scroll down to the Custom Hold Music section, and click Add Music.
    Add custom hold music to your Telzio phone system
  3. Enter the Song Name in the field provided.
    The Song Name will appear when you go to choose hold music for Users and in Call Flows. 
    Upload custom hold music to your Telzio phone system
  4. Click Select File and choose the file you want to upload. 
    Acceptable formats: MP3, MP4, and WAV
  5. Click Upload to add the file.
    Custom hold music on Telzio phone system

Now that you've added custom hold music to your account, you can implement it into your phone system. 


Customizing Hold Music for Users

To add custom hold music for a User's individual phone extension, follow these steps: 

  1. Navigate to Users
  2. Under Hold Music, you'll find all the music you have available, including Telzio's default selections and the custom music you've added.
    Custom hold music for phone extensions
  3. Select the music you want applied for this User and click Update Details.

Customizing Hold Music for Departments

To add custom hold music to a Call Flow, follow these steps: 

  1. Navigate to Call Flows.
  2. Open the Forward or Queue action where you want to customize the hold music. 
  3. Under Hold Music, you'll find all the music you have available, including Telzio's default selections and the custom music you've added.

    Press the play button to preview the music. 

    Custom hold music for departments
  4. Select the music you want applied for this department and click Update.