Hold Music

Hold Music (MoH) is automatically played whenever a call (inbound or outbound) is placed on hold.

If this feature isn’t configured, the default system Hold Music will be used.

Tracks must be:

• WAV or MP3 format
• 10MB maximum size
• Maximum storage available for music Tracks is approximately 60 MB (per Customer).

Displaying the Hold Music Page

• Administrators have permission (by default) to access and modify Hold Music.
• Standard Users do NOT have permission to access Hold Music, but it can be added to their Profile if needed.

All hold music tasks are performed from the Hold Music page in your customers view. To display this page:

1. From any Level 2 screen, click Customers in the main menu then click the Customer’s Name.
2. Click Services in the main menu then click Hold Music in the side menu (It’s usually located near the bottom of the list.)
   1. The Group Name/Track Listing screen is displayed.
   2. Hold Music Groups are listed in bold, and Tracks (included in the Group) are listed underneath.

The search box in the upper right corner will only locate Group Names, not Tracks. If all Groups aren’t listed, click x in the Search box to clear recent search results.

From the Music On Hold page, you can:

• Add files
• Change the order of files
• Edit files
• Delete files
• Adjust Music On Hold settings

Click here to watch a video on how to setup Hold Music.

Creating a New Hold Music Group

In the PCS Premier Portal (Automation Manager (CAM)):

1. Navigate to your customer.
2. Select Services in the main menu then click Hold Music in the side menu.
3. Click the New Group button.
4. Enter a Name.Names may include letters, numbers, and spaces; but cannot include special characters.Create a relevant name because Group Names cannot be changed later.
5. Select a Use for Outbound Calling option. Select Yes to play this music when an outbound call is made and the recipient is put on hold.If you have multiple Hold Groups, create a Group Name that indicates this is the outbound call Group. For example, Office Music – Outbound.
   • If you have multiple Hold Music Groups, only one can be selected for outbound calling.
   • If Yes is selected, this Group will be used for all outbound call holds, regardless of the Hold Group assigned in Phone Number Features.
   Example – Use for Outbound Calling setting: If a Hold Group named “Daily Music” is assigned to phone number 215-555-8855, and the Group “Office Music – Outbound” has outbound calling selected; then all inbound calls (put on hold) will hear the Tracks in Daily Music. However, if an outbound call is made from 215-555-8855, the Tracks in Office Music – Outbound will play if that call is put on hold.
6. Select Random or Sequential Play Strategy to use for this Group.

Sequential allows you to specify the order for playing Tracks.

7. Select a Save option:
   1. Click Save to create the Group and add Tracks later.
   2. Click Save & Add Tracks to add Tracks now.

Adding Tracks to a New Hold Music Group

This process varies slightly depending on whether you are adding Tracks to a new Group or an existing Group.

• If you clicked Save & Add Tracks during the Creating a New Hold Music Group (see section before this) process then follow Steps 1 – 4 below to add Tracks to the new Group you just created.
• If you are adding Tracks to an existing Group, see Editing a Hold Music Group.

1. Enter a Name for the track.
   1. Names may include letters, numbers, and spaces; but cannot include special characters.
   2. Do NOT use the name Default for a new Group. Default is the name of the system Hold Music Group, which is played if no other Groups are configured. You cannot view or edit the Default system Group.
2. Click the Select File button and select a MP3 or WAV file that is smaller than 10MB.

1. Select a Save option
   • Click Save to add this Track and return to the Group Name/Track Listing screen.
   • Click Save & New Track to continue uploading Tracks.

Note: You can upload files to other Groups while you are in this screen by selecting another Hold Music Group and clicking the Save button.

When all Tracks have been uploaded, they will be listed in the Group Name/Track Listing screen underneath the (new) Group name.

Editing a Hold Music Group

The following changes may be made to Hold Music Groups that you create:

• Upload/add new Tracks
• Delete Tracks
• Rename Tracks
• Change Play Strategy (to Sequential or Random)
• Change Play Order of Tracks
• Change Outbound Calling Group
• Delete Groups

You cannot view or edit the system Default Hold Music Group. This Group is used when no other Groups are configured.

Upload/Add New Tracks to a Group

The only way to add Tracks to a Group is to upload them. You cannot copy or move Tracks from one Group to another.

1. Locate the Group you want to add a Track to.
2. Click the Add Track link located below the Track list for the Group.

4. Follow the steps listed in Adding Tracks to a New Hold Music Group section above.

Rename Tracks in a Group

Group names cannot be changed.

1. Click the Edit icon in the row of the Track you want to rename.

2. Enter a new Name.
3. Select a Save option:
   • Click Save to rename this Track and return to the Group Name/Track Listing screen.
   • Click Save & New Track to rename this Track and upload additional Tracks.

Change Play Strategy (to Sequential or Random)

1. Click the Edit icon in the row of the Group you want to modify.
2. Click Random or SequentialPlay Strategy.Sequential allows you to specify the order for playing Tracks.
3. Select a Save option:
   • Click Save to apply the new Play Strategy.
   • Click Save & Add Tracks to change the Play Strategy and upload additional Tracks.

Change the play order of Tracks

Tracks cannot be re-sequenced for Groups using Random Play Strategy.

If Sequential Play Strategy is selected, a Play Order column will be displayed on the Group Name edit screen, and a sequence icon will be added to each row.

1. Click the Group Name.

2. Click anywhere on the row of a Track you want to move.
3. Drag the Track to a new position in the list.

The Play Order column will automatically change.

Change the Outbound Calling Group

Note: Only one Hold Music Group may be used for outbound calls. This music is played when an outbound call is made and the recipient is put on hold. The same Outbound Hold Music Group is played for all outbound call holds, regardless of the (inbound) Hold Music Group assigned to that Phone Number.

Example – Use for Outbound Calling setting: If a Hold Group named “Daily Music” is assigned to phone number 215-555-8855, and the Group “Office Music – Outbound” has outbound calling selected; then all inbound calls (put on hold) will hear the Tracks in Daily Music. However, if an outbound call is made from 215-555-8855, the Tracks in Office Music – Outbound will play if that call is put on hold.

1. Click the Edit icon in the row of the Group you want to modify.

2. Click in the Use for outbound calling box, select Yes or No.
3. Select a Save option:
   • Click Save to apply the new Play Strategy.
   • Click Save & Add Tracks to update the outbound calling setting and upload additional Tracks.

Delete Tracks from a Group

1. Click the Delete icon in the row of the Track you want to remove.

1. Click Delete to confirm.

Delete a Hold Music Group

1. Click the Delete icon in the row of the Group you want to remove.

2. Click Delete to confirm.

Note: Groups cannot be renamed.