Administrators can manage the music options (on-hold music) for the entire organization, setting controls for the default audio that callers hear when they are placed on hold, including during transfers or queue waits.
Before You Begin
Music on hold is often a caller’s first extended interaction with your business. Choosing the right audio helps set expectations and reinforces your brand, whether that tone is professional, welcoming, or relaxed.
- You must be logged in with Admin permissions.
- Music on Hold is a company-wide setting. Individual users cannot override this default.
- If no custom file is uploaded, the system uses the System Default Hold Music.
- It is your responsibility to ensure that you have the appropriate rights or licences to use any uploaded audio.
- Supported upload files types: .mp3, .m4a, .wav, and maximum file size: 20 MB.
Access Music Options
You must have an Admin login to access Music Options in the Sync Settings portal.
- From the browser or desktop app, click your profile icon.
- Click Admin Settings.
You will be redirected to a new browser tab. - From the left navigation menu, click Music Options.
Change Your Company’s Music on Hold
From the Music Options page, you can preview the current default on-hold music and access upload options to replace it:
- From the Music Options page, click Change.
- Upload your audio file using drag-and-drop or click-to-browse functions.
Once uploaded, the new file becomes the default on-hold music for the entire company.
Changes apply immediately after upload.
