How to change/Stop Hold Music

In Call Center (CC) campaigns, agents hear hold music while waiting for the next call to connect. While this helps fill the silence, long shifts can make the music repetitive or distracting. If you prefer, you can change the hold music—or even stop it entirely by using a silent audio file.

Prerequisites:

You need to create an audio file without any sound. This file could be in .wav or .mp3 format. You can also download the file attached to this article.

Steps:

1) Upload the Audio file; you can upload an audio file from the "Media" section.

2) Navigate to account settings and select "Call Center"

3) Search for "Agent Hold Music" Settings.

4) Select the Audio file from the dropdown and set the music.

Download Silent Audio File

To stop hold music entirely, you can use a silent audio file. Download the silent audio file provided below: