Overview: Music container in Queues (Console)

This article provides an overview of the music container in queues in Console.

In this article

Overview

In Console, the Music container on a queue’s configuration page lets you choose audio files to play for callers in a queue.

There are two types of music played for customers, Wait Music and Hold Music.

• Wait Music: Wait music plays after a caller enters the queue, before the customer is connected with a queue user. 

• Hold Music: Hold music plays when a queue user puts the customer on hold during an active interaction.

You can select wait and hold music that aligns with your brand by uploading audio files for wait and hold music. Any file you select to play as wait or hold music will loop regardless of the file’s length.

Container breakdown

Wait Music

The available menu options will vary because they are based on the audio files uploaded to your account. If you haven’t uploaded any audio files, then you’ll only see the default option.

Hold Music

The available menu options will vary because they are based on the audio files uploaded to your account. If you haven’t uploaded any audio files, then you’ll only see the default option.

Use case

Suppose your organization is running a special promotion on a subscription service. You want to advertise this promotion to potential customers while they are waiting to be connected to a queue user. You’ve already uploaded the audio file that contains the advertisement, so now it’s time to connect it to a queue. 

The promotion is designed to increase customer subscriptions, so you want to connect it to your New Customer Queue. You navigate to that Queue in Console, click the pencil icon next to the Music container and click the dropdown menu for Wait Music. Then you select the audio file that contains the advertisement.

Next, it’s time to select what to play during the Hold Music. Since most customers wait in the queue long enough to hear the advertisement, you don’t want to repeat the advertisement when customers are placed on hold. Because of this you want the default audio to play for Hold Music. So you click the dropdown menu for Hold Music and set it to the default audio.