Setup and guides

How to set up and use the Music on Hold SmartVoice service

Learn how to set up and use the Music on Hold SmartVoice service. Music on Hold is a service for your business phone lines that allows music or an audio recording to be broadcast to held callers.

How do I upload an audio file for Music on Hold

ComplexityMedium

Some key points

  • Max message length: 15 MB in size and 10 minutes in length. Audio will repeat if caller statys on hold longer than the file length.
  • Before uploading music, please review the SOCAN section below.
  • Details on how to upload recorded music can be found on Managing SmartVoice Greetings & Announcements

Follow the steps below to configure Music on hold.

Configuring Music on Hold

ComplexityMedium

Music on Hold can be enabled or disabled for Call Hold, Call Park, and Busy Camp On scenarios. Different music/audio recordings can also be specified for internal versus external calls.

This is done by the Group administrator by logging into the group admin portal with your credentials.

Music on Hold can be enabled or disabled for Call Hold, Call Park, and Busy Camp On scenarios. Different music/audio recordings can also be specified for internal versus external calls.

This is done by the Group administrator by logging into the group admin portal with your credentials.

  1. Select the Group Services tab, then select the Site Services menu, and choose Music on Hold.

    SmartVoice music on hold under site services
    SmartVoice music on hold under site services

  2. Modify the settings as needed:

    • General vs. Internal Call Settings: Use the Internal option to provide alternate audio for employees that are calling to another phone on your system.
    • Music on Hold message: Define what callers will hear.
      • System-defined music: Default generic music provided by system.
      • External source: Not used.
      • Custom: Select a file that was uploaded to the Announcements Repository.
  3. Press Save when finished.

  4. Place a test call to verify the Music on Hold function is working as you expect.

Configure Music on Hold
Configure Music on Hold

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Can I turn off Music on Hold on my own line?

ComplexityMedium

You can enable/disable SmartVoice Music on Hold on your own phone line or extension, either for all calls or on a per call basis.

You can do this by logging into your individual SmartVoice portal with your credentials.

You can enable/disable SmartVoice Music on Hold on your own phone line or extension, either for all calls or on a per call basis.

You can do this by logging into your individual SmartVoice portal with your credentials.

  1. Select the Calling Features tab.
    SmartVoice calling features tab
    SmartVoice calling features tab
  2. Scroll down to the Call Control section and toggle Music on Hold service On or Off.
    Disabling Music on hold on my individual line
    Disabling Music on hold on my individual line
  3. Scroll to the top or bottom of the page and select 'Save'.

To disable on a per call basis:

Music on Hold can be disabled during outbound calls on a per call basis

  1. Lift the telephone handset.
  2. Dial * 60 *.
  3. Wait for a stutter tone, then dial the number to call.
  4. The Music on Hold service will be disabled for this call, and when the caller is placed on hold, there will be silence.
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Custom music and SOCAN licensing fees

Before uploading music for your Music on Hold service, you may be required to purchase a licensing fee from SOCAN. If music was provided by a music supplier, SOCAN fees may not apply. It is best to contact SOCAN to ensure you are covered.

SOCAN represents Canadian performing rights of millions of Canadian and international music creators and publishers. Through licenses, SOCAN gives businesses that use music the freedom to use any music they want, legally and ethically.

SOCAN: Website: For more info

Stingray subscription doesn't give subscribers rights to use its licensed content for Music on Hold or any other re-recording.