Introduction

Crexendo VIP Portal allows you to add customized hold music and messages to your call queues for your customers. 

This guide will walk you through adding your own music to your call queues and to add your own messages to be played while your callers are waiting for an agent to take their call.

For a video demonstration:

Adding Music to the Domain

If you would like to add your own music that will be played when someone is placed on hold:

1. Login to the VIP Portal for Managers or Call Center Supervisors and select “Music On Hold.”
2. Select your “Domain”. If any of your users have added hold music, they will also show in this view. If you add music to the domain, all call queues will inherit the same hold music.
3. In the Music On Hold menu, select “Add Music.”
4. If you decide to use Voice AI Studio to create customized hold music and messages to be played while on hold, select the “Create/Update MOH Compilations” button. This will open Voice AI Studio in a new tab. For a walkthrough on using Voice AI Studio, please see Voice AI Studio.

5. If you would like to manually add your own music or messages, use the toggle to turn off Voice AI Studio on the upper right side of the box.

6. Browse to the location of the music file on your computer. THE FILE FORMAT MUST BE IN A .wav FORMAT TO USE IT AS HOLD MUSIC. Enter the song name or a description and select “Upload.”

7. Repeat to add any additional music to your hold music library.

NOTE: Any call that is placed on hold will inherit the hold music added to the domain unless specifically added at the user or the call queue.

Adding Messages to the Domain

If you would like to have either an introductory message played at the beginning of the call or messages played periodically when a caller is on hold:

1. Login to the VIP Portal for Managers and select “Music On Hold.”
2. Select your Domain. If you add messages to the domain, all call queues will inherit the same hold messages.
3. To add a message that plays at the beginning of the call such as “This call will be recorded for quality control”, select “Add Introduction.” To add a message to be played while the caller is on hold, click “Add Message.” 
4. You have three options to add a message: Text-To-Speech, Upload an existing file, or Record a message.

5. Click “Upload” or “Save” depending on which option you chose.
6. After you have saved your messages, you can play, download, edit, and delete them from the Messages section. To edit the intervals of how often the messages will play, click the “clock icon” to adjust it to your preference.

Adding Music/Messages to SPECIFIC Call Queues

If you would like to customize the music/messages played during specific call queues:

1. Login to the VIP Portal for Managers or Call Center Supervisors and select “Music On Hold.”
2. In the “Find a user’s or site’s music” search box, type in the extension of the call queue you would like to add music/messages to or select “Queue” in the “Type” drop-down menu. Make sure the options to “Hide Users Without Music On Hold” box as unchecked.

3. Select the call queue you would like to edit and follow the same steps for adding hold music or messages as mentioned in the previous sections.