I want to change the hold music for the main phone line. I have figured out how to change it for each person’s extension, but this only applies after that person picks answers the phone. I want to change the music that plays before an extension is picked up.
Best answer by Mary-Community_Moderator
Hi
If you’d like to change the music your callers hear when they dial your main RingCentral number (before anyone picks up), you’ll want to adjust either the “Waiting in queue” music for your Call Queue, or the “Hold music” for your Auto-Receptionist. Just a heads-up that hold music on individual extensions only plays after the call is answered and then placed on hold.
Here’s how you can update the hold music settings:
🎶 For Call Queues (commonly used for main lines or departments):
Sign in to your RingCentral Admin Portal.
Go to Phone System > Groups > Call Queues.
Select the Call Queue you want to update.
Click Greeting & Hold Music.
Under Music settings, enable "Waiting in queue music", then click Edit.
Choose a default audio or upload your own file (WAV or MP3).
Click Done, then Save.
🎧 For General Hold Music (used for Auto-Receptionist and extensions):
Sign in to the Admin Portal.
Go to Settings > Phone.
Click on Hold Music.
Toggle it On to enable.
Select a default ringtone/music or upload your own custom file (WAV or MP3).
Click Done, then Save.
🔔 A few things to keep in mind:
You’ll need administrator permissions to make these changes.
Custom audio must be in WAV or MP3 format. For Contact Center scripts, WAV files must be in 8-bit µ-law format.
Make sure you have the proper licenses for any custom music you upload.
Always test it out by calling your main number after saving your changes to ensure it sounds right!
You can also check out this step-by-step guide for more details:
👉 Managing greetings and hold music in call queues
Hope that helps! Let me know if you run into any trouble. 😊
Hi
If you’d like to change the music your callers hear when they dial your main RingCentral number (before anyone picks up), you’ll want to adjust either the “Waiting in queue” music for your Call Queue, or the “Hold music” for your Auto-Receptionist. Just a heads-up that hold music on individual extensions only plays after the call is answered and then placed on hold.
Here’s how you can update the hold music settings:
🎶 For Call Queues (commonly used for main lines or departments):
Sign in to your RingCentral Admin Portal.
Go to Phone System > Groups > Call Queues.
Select the Call Queue you want to update.
Click Greeting & Hold Music.
Under Music settings, enable "Waiting in queue music", then click Edit.
Choose a default audio or upload your own file (WAV or MP3).
Click Done, then Save.
🎧 For General Hold Music (used for Auto-Receptionist and extensions):
Sign in to the Admin Portal.
Go to Settings > Phone.
Click on Hold Music.
Toggle it On to enable.
Select a default ringtone/music or upload your own custom file (WAV or MP3).
Click Done, then Save.
🔔 A few things to keep in mind:
You’ll need administrator permissions to make these changes.
Custom audio must be in WAV or MP3 format. For Contact Center scripts, WAV files must be in 8-bit µ-law format.
Make sure you have the proper licenses for any custom music you upload.
Always test it out by calling your main number after saving your changes to ensure it sounds right!
You can also check out this step-by-step guide for more details:
👉 Managing greetings and hold music in call queues
Hope that helps! Let me know if you run into any trouble. 😊
So far I can only figure out how to change the hold music for individual extensions after the call is picked up. I’ve done this through the Auto Receptionist. I can’t figure out how to change the main line hold music for before the call is picked up through the Auto Receptionist. Do I have to set up a Call Que to be able to that?
So far I can only figure out how to change the hold music for individual extensions after the call is picked up. I’ve done this through the Auto Receptionist. I can’t figure out how to change the main line hold music for before the call is picked up through the Auto Receptionist. Do I have to set up a Call Que to be able to that?
Yes, you generally need to set up a Call Queue to manage the music callers hear on your main line before an extension is picked up. That's what RingCentral calls "waiting in queue music." The Auto Receptionist handles routing, but the actual music for callers waiting in line is controlled within the Call Queue settings.
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