How to Add Music and Messages on Hold
Music and Messages on Hold
Music on Hold is sometimes known as "message on hold", depending on how your Domain decides to use this option. You may have Music on Hold for the Domain and also have a separate Music on Hold for your Call Queues.
- Music on Hold for the Domain refers to the Music/Messaging that plays when a Caller is put on hold.
- For Call Queues specifically, the "Music on Hold" refers to the Music and Messages that play while the caller is waiting to be dispatched to an Extension/Agent.
- You may add Introductory Messages, Comfort Messages, and change the underlying Music for your Domain and Call Queues.
- It is strongly recommended that any Recording uploaded be non-copyrighted material. If you are part of a Franchise, Clarity may have your approved Franchise Music on Hold on file for you.
Changing the Domain's Music on Hold
- Click the Music on Hold Tab.
![](https://support.clarityvoice.com/galleryDocuments/edbsn86441c368bfa1289e3c32f316e4bb65f3160be6e33f5f6944253355109107352f9d52fc7ac926c834706907e7d955f4e?inline=true)
- You must be in your Manager View to change the Domain's Music on Hold. If you are not in your Manager View, click Manage Organization or Manage Call Center to toggle.
![](https://support.clarityvoice.com/galleryDocuments/edbsn0224ee5f79bfc5c6899c29abb7fb3140df40529cd8b6589117e40ac7d0a401270aa2547fecf56770e8c2ebf0f90dca7c?inline=true)
- A list of Users with Music on Hold will be displayed. Click on the Domain.
- You will be given the option to Add Music and Messages.
![](https://support.clarityvoice.com/galleryDocuments/edbsnafab0443ef4dd1b93b6b8be723a18a689133f66314a24c09be456d4116b3465485fa6c5235d8a7fdb36f10b6db121941?inline=true)
- To add Music, click Add Music. Browse for your Recording, Name it, and click Upload.
![](https://support.clarityvoice.com/galleryDocuments/edbsn2528ebc2aa339021a83e053420d70ac76a29d389cb5c8bd48129ce9d18a4c09800adf26153286963f3c8ec5cfbaa619e?inline=true)
- You may download, edit, or delete the Recording if needed. If you choose to add more than one Music on Hold, you may let it play in order, or choose Randomize to play the Music in a random order.
![](https://support.clarityvoice.com/galleryDocuments/edbsn2528ebc2aa339021a83e053420d70ac7a8ec72af29439a85660adbda1200607d52563d0feabdca53ea9ec53d53698651?inline=true)
Adding Messages to the Domain Music on Hold
You do have the option to add an Introductory Message and/or a break-in "Comfort Message".
- Introductory Messages are unskippable, simple messages, such as "Calls May Be Recorded". These messages will play before the call is dispatched to an Agent/Extension.
- Comfort Messages play at regular intervals during the programmed music. They are often messages that refer to other resources, specials, and/or important information about your company.
Instructions
- Click the Music on Hold Tab.
![](https://support.clarityvoice.com/galleryDocuments/edbsnb16e6520b81f21a25e4c148521dbc55da818a4d06476e9d805b2010d35b7be38a3c3828bac301f956fc23aed6ffc1aea?inline=true)
- You must be in your Manager View to change the Domain's Music on Hold. If you are not in your Manager View, click Manage Organization or Manage Call Center to toggle to the Manager View.
![](https://support.clarityvoice.com/galleryDocuments/edbsn0224ee5f79bfc5c6899c29abb7fb3140df40529cd8b6589117e40ac7d0a401270aa2547fecf56770e8c2ebf0f90dca7c?inline=true)
- A list of Users with Music on Hold will be displayed. Click on the Domain.
![](https://support.clarityvoice.com/galleryDocuments/edbsnb8526a2a63a4bd7ee8571573523494cbf73de9dec761f4693f9e621ef7086df5d608a56e6100981d971826e63b61cbd7?inline=true)
- You will be given the option to Add Music and Messages.
![](https://support.clarityvoice.com/galleryDocuments/edbsnafab0443ef4dd1b93b6b8be723a18a689133f66314a24c09be456d4116b3465485fa6c5235d8a7fdb36f10b6db121941?inline=true)
- To Add Messages, click Add Message. You can use: Text-to-Speech, Upload, or Record.
![](https://support.clarityvoice.com/galleryDocuments/edbsn3174ca6d02f31a288d675540d16d30df413ee37f35b32b293e02eb14b52b1afc98afca57053d85d53f77241bfbff7e0d?inline=true)
- To add an introductory Message, click Add Introduction.
![](https://support.clarityvoice.com/galleryDocuments/edbsn2528ebc2aa339021a83e053420d70ac74ddc20eca040549a28ddd2645441520b9934f18c8a780fc790c233b78480b411?inline=true)
- You will have the option to Add Introduction by using: Text-to-Speech, Upload, or Record.
- Once your Music and Messages are set, you may look at additional options such as randomizing the music, changing Priority (which plays first), and the time between Messages.
![](https://support.clarityvoice.com/galleryDocuments/edbsn1daff4b6dc3b4ede311259f0843d988d60b624664df4f21bb845840f78ef4565804b1f2174fde27d3390dd8dd076ab9d?inline=true)
Changing a Call Queue's Music on Hold
- Call Queue Music may be accessed from the Music on Hold Tab.
- Call Queue Music may also be accessed in the Call Queue itself. Click the Call Queue Tab, then click the edit MOH music icon beside the Call Queue you would like to edit. The Music on Hold Tab will open up to this specific Call Queue.
![](https://support.clarityvoice.com/galleryDocuments/edbsn0b9e6e7dd33ba17fdb62efc559fb67af2fb6261be4f5e7fa0db8a00bcdecaa03a1d9bbd551838ed3063a6e86c2754a1b?inline=true)
Instructions
Adding Messages to the Call Queue Music on Hold
- Click the Music on Hold Tab.
![](https://support.clarityvoice.com/galleryDocuments/edbsnb16e6520b81f21a25e4c148521dbc55d06466eab53f7957b2eb30677b3f2452433632c1acf9ba8d1de90f43fc39c9be6?inline=true)
- You must be in your Manager View to change the Domain's Music on Hold. If you are not in your Manager View, click "Manage Organization or Manage Call Center" to toggle to the Manager View.
- A list of Call Queues will be displayed. Click on the Call Queue to edit the Music on Hold.
![](https://support.clarityvoice.com/galleryDocuments/edbsna48900052e403902a0cabb46f242d993f537b80c93513a205f19be1d7165251ed3583736ffab198b218f0ecdd2208f39?inline=true)
- You will be given the option to Add Music and Messages.
![](https://support.clarityvoice.com/galleryDocuments/edbsnafab0443ef4dd1b93b6b8be723a18a689133f66314a24c09be456d4116b3465485fa6c5235d8a7fdb36f10b6db121941?inline=true)
- To Add Messages, click Add Message. You can use: Text-to-Speech, Upload, or Record.
![](https://support.clarityvoice.com/galleryDocuments/edbsn3174ca6d02f31a288d675540d16d30df413ee37f35b32b293e02eb14b52b1afc98afca57053d85d53f77241bfbff7e0d?inline=true)
- To add an introductory Message, click Add Introduction.
![](https://support.clarityvoice.com/galleryDocuments/edbsn2528ebc2aa339021a83e053420d70ac74ddc20eca040549a28ddd2645441520b9934f18c8a780fc790c233b78480b411?inline=true)
- You will have the option to Add Introduction by using: Text-to-Speech, Upload, or Record.
- Once your Music and Messages are set, you may look at additional options such as randomizing the music, changing Priority (which plays first), and the time between Messages.
![](https://support.clarityvoice.com/galleryDocuments/edbsn1daff4b6dc3b4ede311259f0843d988d60b624664df4f21bb845840f78ef4565804b1f2174fde27d3390dd8dd076ab9d?inline=true)
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