This article provides information for Authorized Contacts (Decision Makers) who want to learn how to request "music on hold" for their MiCloud or Sky phone system.
Table of Contents
Requesting Music on Hold
Expediting Your Request
Professional Recordings
FAQs
Music on Hold refers to the use of a recording containing music or a spoken message that is played to callers when they are placed on hold (instead of hearing silence).
Requesting Music on Hold
If you are a Decision Maker for your MiCloud or Sky account, you can request adding or changing the music played to your callers when they are placed on hold. Your primary options are listed below:
You can also use a customized recording of a spoken message or song for your music on hold needs. For best sound quality, your recording should be formatted as a WAV file, but an MP3 file is acceptable (see Expediting Your Request below). Please note that only the first 5 minutes of your recording will be used to play in a continuous loop when callers are placed on hold.
To use a customized recording to add or change the music on hold for your account, do the following:
- Create a new Case online via a login to the Support site. For help logging in, see Support Site Login Help.
- Select Account Maintenance for the REASON, select an 'add service' or 'change service' option for SUB REASON, describe your request in the DESCRIPTION OF ISSUE field, and click the SUBMIT CASE button.
- Exit (close) the Case.
- Select the OPEN CASES tab, find the newly created case, and click the link in the CASE NUMBER column.
- In the CASE DETAIL page that appears, click the UPLOAD FILE(S) button in the bottom-right corner of the page.
- In the Upload Files dialog that opens, do the following to upload the desired audio file containing your recording:
- Click the green Add File (plus sign) icon located in the bottom-left corner of dialog.
- Navigate to the desired music file on your computing device and click the Open or OK button.
- Click the Upload File (arrow/open folder) icon located near the bottom-right corner of the dialog.
- Click the X located in the top-right corner to close the dialog.
You also have other options for contacting our Support Team to have a Case created for you. If you have a Case created for you via a phone call or online chat, a member of our Support Team will explain how to provide us with your recording. When our Support Team processes your Case, we will configure the desired hold music recording for your phone system and then update your Case.
Expediting Your Request
To expedite your request, format your recording as a CCITT μ-Law, 8 KHz, 8-bit, mono WAV file. Otherwise, we will schedule the conversion of your recording to this format. To learn how to convert your recording, do an Internet search for "convert wav file to ccitt u-law format." Converting audio files requires the use of commercial (e.g. Goldwave) or open source (e.g. Audacity) audio software.
Professional Recordings
For professional audio announcements, phone system recordings, greetings, voice prompts, and on-hold messages, RingCentral recommends the following business partners:
FAQs
Q: When I place a caller on hold, why does the caller not hear the song from the beginning?
A: Your hold music is a looping file that begins when someone is placed on hold. When one person is put on hold, the second person to be placed on hold will jump into the hold music at the same spot as person one. When no one is on hold, the hold music does not loop in the background. It will start from the beginning for the first person to be placed on hold.
Q: Can we use streaming live audio instead of recorded music or messages?
A: Due to FCC regulations, streaming live audio is not permitted.
Q: How can we adjust the volume of our music on hold?
A: For standard and custom music on hold, the volume cannot be adjusted.
