Music on hold and intro greetings

What callers hear on hold shapes how long they’re willing to wait. Pleasant music plus a short, useful message (“You can also book online at our website”) makes the wait feel shorter.

Where hold music applies

You can set music on hold at different levels:

• Company-wide — Everyone’s callers hear it. Ask Dial Raven support to set or change company-wide music.
• A call queue — Callers waiting in that queue hear it.
• A single user — Callers that this person puts on hold hear it. Basic Users can set their own.

The most specific setting wins. For example, a queue’s music plays instead of the company’s music.

Before you start

• Use common audio files, such as WAV or MP3.
• Make sure you have the rights to use the music. Popular songs usually need a license. Royalty-free music is the safe choice.
• Keep greetings short, about 10 to 20 seconds.

Find the right music page

1. Go to Music on Hold.
2. Use Type (All, User, Site or Queue) and the search box to find the user, site or queue you want, then select it.

Tip: For a call queue, there’s a shortcut: in Call Queues, select the music note icon (Edit MOH) on the queue’s row.

Upload music

1. On the music page for the user, site or queue, select Add Music.
2. Next to Select a file, select Browse and choose your audio file.
3. Enter a Song Name.
4. Select Upload.

If you upload several songs, they play in order. Check Randomize music to shuffle them instead.

Add an intro greeting

An intro greeting plays once, as soon as the caller starts waiting, before the music begins. It’s great for queues: “Thanks for calling support. All of our team members are helping other customers. Please stay on the line.”

1. Open the call queue’s music page.
2. In the Intro Greeting section, select Add Intro Greeting.
3. Choose your recording with Browse, enter a name, and select Upload.
4. In the queue’s settings, set Require intro MOH to Yes on the Pre Queue Options tab. See Set up a call queue.

Each greeting and song has buttons to play, download, edit or delete it.

Tip: Keep your intro greeting short and helpful. Callers who hear useful information, like your website or hours, wait more patiently.

Common questions

Can I turn hold music off?

Yes. Contact Dial Raven support to turn it off. Callers will hear silence and may think they’ve been disconnected. Soft music is usually better.

My file won’t upload. Why?

Make sure it’s an audio file, such as WAV or MP3, and not too large. Try converting it again or shortening it. If it still fails, email support@dialraven.com.

Is there default hold music?

Yes. Your system comes with default music. Upload your own whenever you’re ready.

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