How do I choose a hold music playlist for my callers?

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.

Before you begin: You must have admin or super admin permissions.
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Set the Hold Music System-Wide

  1. Log in at
  2. Click System Settings in the left sidebar.
  3. From General > Defaults, select the desired Hold Music Playlist.
  4. Click Save.

Set the Hold Music on a Phone Number or Extension

  1. Log in at
  2. Click Phone Numbers, Lines, Ring Groups, or Call Queues in the left sidebar and then click 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.
    • For a call queue, go to Queue Behavior > Caller Settings > While waiting in queue, callers will hear.
  3. Select the desired Hold Music Playlist.
  4. Click Save.