Setting Up Music On Hold

Music on Hold allows you to upload an audio file to play for your customers while they are on hold, in the queue, or being transferred. Follow the instructions below to set up this feature.

To Set Up Music On Hold: 

  1. Visit www.nextiva.com, and click Client Login to log in to NextOS.
  2. From the NextOS home page, select Voice.
  3. From the Nextiva Voice Admin Dashboard, select Manage in the Locations tile.

Manage Locations

 

  1. Hover your cursor over the location for which you want to configure Music on Hold, and select the pencil icon to the right.

Edit Location

 

  1. Scroll down and select the Location Features section to expand.

Location Features Section

 

  1. Select the pencil icon to the right of Music on Hold.

Edit Music on Hold

 

  1. Hover your cursor over the Default entry, and select the pencil icon to the right.

Edit Default File

 

  1. Enter the required information as indicated below:

Music Settings

 

  • Department: This is the department within the location that will utilize the selected Music on Hold file.  Do not select a department if you want the Music on Hold to be used for the entire location.
  • Enable music during call hold: Select this checkbox to play music while a caller is on hold.  This option is selected by default.
  • Enable music during call waiting: Select this checkbox to play music if you receive another incoming while you are already on the phone.  This option is not selected by default.
  • Enable music during call Park: Select this checkbox to play music when you park a call.  This option is selected by default. 

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  1. Scroll down to the Music on hold message section and fill out the required information:

Default Attributes

 

  • Preferred audio codec: Select G_711 from the drop-down list.  This is the only audio codec supported by Nextiva, click here for more information on what types of files are supported for Music on Hold.
  • System-defined music: Select this radio button to use the system default Music on Hold.  To hear what this sounds like, call the location’s phone number, and put yourself on hold.
  • Custom music file: Select this radio button to specify a custom music file that should play when callers are placed on hold, and then select the file from the drop-down list to the right.  If you do not see any files listed, you will need to upload a file to the Announcement Repository. For instructions on how to upload audio files to the Announcement Repository, click here.

 

  1. Select the Advanced settings link at the bottom of the Music on hold menu.

Advanced Settings Link

 

  1. Enter the required information as indicated below:

Alternate Source Audio Codec

 

  • User alternate source for internal calls: Select this checkbox to have a different music file play for internal callers (other Users on your account).
  • Preferred audio codec: Select G_711 from the drop-down list.  This is the only audio codec supported by Nextiva.  

 

  1. Continue filling in the required fields. 

Alternate Source – System or Custom Music

 

  • System-defined music: Select this radio button to use the system default Music on Hold. To hear what this sounds like, call the location’s phone number, and put yourself on hold.
  • Custom music file: Select this radio button to specify a custom music file that should play when callers are placed on hold, and then select the file from the drop-down list to the right. If you do not see any files listed, you will need to upload a file to the Announcement Repository.

 

  1. Select the green Save button at the bottom of the page. A pop-up message appears stating “The music on hold configuration for the location was successfully updated“.

Confirmation Message

 

NOTE: The new Music on Hold settings will be changed immediately, and any calls placed on hold after completing these steps will hear the new hold music.

 

Need additional help? Click here.
Updated on November 6, 2019

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