Choose hold music, or upload your own

Hold music is what callers hear while they wait. You can pick music from the CallSprout hold music library, upload your own clips, or both. Then group clips into a class and choose which users and menus play each class. If you upload your own, use music you have the rights to. Your company is responsible for the music it uploads.

Some labels in your portal or apps may look slightly different from this guide.

How hold music is organized

A class works like a playlist folder. Its clips play in random order unless you set the class to sort them alphabetically. Your account comes with a built in class named default, and every user and menu plays it until you pick another.

CallSprout also has a hold music library you can choose from instead of uploading. To see what's in it, or to use it on your account, contact CallSprout support. For music of your own, upload clips as shown below. CallSprout support can also upload them for you.

Create a class

1. 1
   Step 1:

   Open the hold music page

   In the admin portal, open the hold music page under System. It has a Classes tab and a Content tab.

2. 2
   Step 2:

   Add the class

   On the Classes tab, add a class. Enter a class name, set the status to on, and choose whether files play alphabetically or randomly.

3. 3
   Step 3:

   Save

   Save the class.

Upload a clip

1. 1
   Step 1:

   Add a record

   On the Content tab, add a new record.

2. 2
   Step 2:

   Fill it in

   Enter a clip name, choose your file, pick the class it belongs to, and set the status to on.

3. 3
   Step 3:

   Save

   Save the record. Repeat for each clip.

Files go through the same rules as other audio. Check upload greetings and audio file rules for formats and limits.

Choose who plays it

To set hold music for a user, open that user's advanced options. Under the general settings, pick a class in the hold music list. Menus and parking lots have their own hold music list in their settings.

Test it

Dial *388 from a desk phone to hear the default hold music.

Good to know

• Setting a class to off silences it everywhere it's used.
• You can't delete the default class. You also can't delete a class that still has clips, so move or remove them first.
• Playing hold music instead of ringing for a ring group, and streaming music from a web address, aren't covered here. Contact support for either.