How do I update my hold music?

Assign a playlist for your whole system to provide consistency for all callers or change the hold music on an individual phone number, line, ring group, or call queue.

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Important: We're in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

GoTo Admin

If you're an admin who signs in at https://admin.goto.com, these steps are for you.

Choose a hold music playlist

Before you begin: You must be assigned an Admin or Super admin role to perform this task.

Set the Hold Music System-Wide

Sign in to GoTo Admin.
Select in the left navigation.
Select Phones.
Within the Calls section, select the Hold playlist music drop-down and choose the desired playlist.
Select Save.

Set the Hold Music on a Phone Number, Extension, or Ring Group

Sign in to GoTo Admin.
Select from the left navigation.
Select Phone numbers, Direct extensions, or Rings groups.
- For a phone number, select the desired phone number. Then go to the Settings tab > Call Routing section > Hold music playlist.
- For a direct extension, select the desired direct extension. Then go to the Settings tab > Inbound Call Options section. Enable Custom Hold Music if you haven't already.
- For a ring group, select the desired ring group. Then go to the Settings tab > General section. Enable Ringback if you haven't already.
Select the desired Hold Music Playlist.
Select Save.

Set Hold Music on a Call Queue (Contact Center)

Sign in to GoTo Admin.
Select from the left navigation.
Select Call queues within the Contact Center section.
Select the desired call queue.
Select the Settings tab.
Within the Caller section, enable the Custom ringback music setting if you haven't already.
Select the Custom ringback music playlist drop-down and select the desired playlist.
Select Save.

PBX Administration (classic)

If you're an admin who signs in at https://my.jive.com/pbx, these steps are for you.

Choose a hold music playlist

Before you begin: You must be assigned the Admin or Super admin role to perform this task.

Set the Hold Music System-Wide

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select System Settings in the left sidebar.
From General > Defaults, select the desired Hold Music Playlist.
Select Save.

Set the Hold Music on a Phone Number, Extension, or Ring Group

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select Phone Numbers, Lines, or Ring Groups in the left sidebar and then select the phone number or extension that you need to change.
- For a phone number, go to General > Hold Music.
- For a line, go to the General > Inbound Call Options > Hold Music/Ringback.
- For a ring group, go to General > Ringback.
Select the desired Hold Music Playlist.
Select Save.

Set the Hold Music on a Call Queue (Contact Center)

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
At the bottom of the left navigation, select Call Queues and Contact Center.
Select the desired call queue.
Select the Settings tab.
Within the Caller section, enable the Custom ringback music setting if you haven't already.
Select the Custom ringback music playlist drop-down and select the desired playlist.
Select Save.