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Jill14
July 15, 2016
Question

Can hold music be changed?

  • July 15, 2016
  • 18 replies
  • 76 views

We need more upbeat music while callers are waiting if they don't choose option 1 to leave a message. Are there options?

      This topic has been closed for replies.

      18 replies

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      Jenni12
      Jenni12Employee
      Employee
      August 26, 2018

      Hi Beth!

      That's correct--the hold music will be played in a loop until answered by an agent or if it reaches maximum queue time and routes to Voicemail. 

      Γ
      Γεώργιος
      September 13, 2018

      Hello,

       

      can we add more than one file for waiting music? we are thinking that because we dont want to have only music but also several spots of our brand.

       

      Ty

      Nicole17
      Nicole17Employee
      Employee
      September 20, 2018

      Hey G. Novas -

      You can upload multiple files for greetings (hold music) but you can only choose one greeting for each area you want it present in the IVR menu. If you want multiple spots, I would suggest putting together an audio file that is effectively one long track with the spots interspersed.

      T
      Tracy20
      Newcomer
      May 20, 2019

      We would really like to remind callers periodically that they can leave a voicemail or a callback during the hold music ... I see that we could record custom hold music with the prompts interspersed, but an option in Zendesk to play the voicemail and callback prompts periodically would be ideal.

      A
      Anna30
      August 19, 2019

      Agree with Tracy. We would like to do the same thing as our wait time is set to the maximum (20 minutes) and customers get frustrated with longer wait times. We want to remind them while they are waiting on hold that they can press 1 to redirect to voicemail or they can press 2 to request a callback when an agent is free. 

      We are looking for a workaround for this and the only recommendation was to record our own wait greeting which would need to include both wait music and the greeting reminder at the 5 minute mark. Being able to select wait time reminders at select intervals during the wait time would be incredibly beneficial for us.

      Brett Bowser
      Brett BowserCommunity Manager
      Community Manager
      August 20, 2019

      Thanks for taking the time to share this with us Anna and Tracy!

      I'll be sure to pass this feedback along to our Talk team so they're aware of this need.

      Cheers!

      Matt128
      Matt128
      April 7, 2020

      I see that someone made the suggestion of repeating menu options during hold. Was this feature request implemented? Our business is in a similar situation where customers can be on hold for an extended period of time and a periodic repeat of menu options would be a great reminder to them. 

      J
      Joey20Employee
      Employee
      June 24, 2020

      Hi Matt,

      Joey here from the Talk Product Team. Thanks for reaching out!

      There are several greeting types, from what you describe 'Wait' is the one you might want to change. The wait greeting plays in the scenario where a caller is waiting to get through to an agent and one or more agents are online and available but perhaps on another call.

      If you want to repeat options (e.g. press 1 for voicemail or press 2 to request a callback), I would recommend building this into one longer greeting file. Instead of having a short file of length 1 minute, create a file of length 5 minutes. At each minute interval (between music) drop in the voiceover advising the caller that they can press 1 for voicemail or 2 to request a callback or any other pertinent information. Bear in mind that the wait file will loop.

      Hold music (where a caller has been talking to an agent but the agent placed them on hold) can be used to market products or even advertise the fact that answers to commonly asked questions can be found on our website at 'help.yourwebsite.com' (in the scenario where you have Zendesk Guide / Gather).

      I have a lot of experience with editing audio files, and if you would like to jump on a call to discuss further I am happy to do so. You can email support@zendesk.com to take me up on my offer (be sure to include a copy of this comment so the agent knows to route the ticket to me!)

      An editing tool you could use to edit your current audio files.

      The format I recommend you save the audio as: 'Mono G711 MULaw'

      Right now, there is no feature to do this in product. We have noted this internally that there is an appetite for this feature. If this is something that ends up on a roadmap we will notify you here, currently there is no timeline for implementing this. 

      I hope this helps!

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