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How do I create a custom hold music playlist?

Create customizable playlists with any audio files to use for specific phone numbers, lines (including ringback), call queues, and ring groups.

Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. The article below is meant for admins who use PBX Administration (classic) at If you're an admin who uses GoTo Admin at, please refer to: How do I add a playlist?
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Before you begin: You must be assigned the Admin or Super admin role to perform this task.
It is your responsibility to ensure compliance with your country's Digital Rights Management Laws when uploading copyrighted files.
  1. Sign in to PBX Administration (classic) at
  2. Choose Hold Music in the left navigation menu and then select +.
  3. Enter a Name for the playlist.
  4. Select Admin Portal Checkmark Icon and then select the newly added playlist to edit its tracks:
    Choice Description
    Add Music to a Playlist Drag and drop the music file from your library to a playlist.
    Remove Music from a Playlist Select X for the music file you would like to remove.
    Reorder Music in a Playlist Drag and drop music files in the desired order.
    Shuffle a Playlist Select Hold Music Shuffle Icon.
    Rename a Playlist Select Admin Portal Edit Icon to rename a playlist and then select Admin Portal Checkmark Icon.
    Note: If you previewed a music file, make sure to exit preview mode before dragging it.