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.


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Before you begin: You must have admin or super admin permissions.
About this task: It is your responsibility to ensure compliance with your country's Digital Rights Management Laws when uploading copyrighted files.
  1. Log in at
  2. Click Hold Music in the left sidebar and then click +.
  3. Enter a Name for the playlist.
  4. Click Admin Portal Checkmark Icon and then click 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 Click 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 Click Hold Music Shuffle Icon.
    Rename a Playlist Click Admin Portal Edit Icon to rename a playlist and then click Admin Portal Checkmark Icon.

    Note: If you previewed a music file, make sure to exit preview mode before dragging it.