Music Management
Use Settings > Music Management to manage tenant music files and tenant-level music on hold. Team queue music is configured from a team’s routing settings.Prerequisites
You need administrator permissions for music settings. Team-level music settings may also be available to team leads with the right permissions.Music files
The music file catalog can include default and uploaded files. From the catalog, administrators can:- Upload supported audio files.
- Review processing status.
- Preview ready files.
- Delete uploaded files when they are not referenced by active configuration.
Music on hold
Tenant music on hold selects the files used for hold behavior when supported by voice runtime configuration. You can usually select up to five ready files and choose playback behavior such as looping one file or cycling through the selected files.Team queue music
Team queue music is configured under: Teams > Team > Routing > Music Use it to choose what callers hear while waiting in that team’s voice queue when runtime support is enabled. In Continuous mode, customers can still complete a bot turn during the configured quiet delay before queue music becomes audible. The delay starts again after the bot finishes responding. Once queue music is playing, customer speech can be transcribed without interrupting the music or starting another bot response. Use Interruptible mode when customers should be able to interrupt audible queue music and continue with the bot.Operational checks
Before relying on a music configuration:- Confirm selected files are ready.
- Preview the audio.
- Confirm the files are appropriate for customer use.
- Confirm team routing is configured.
- Test the relevant voice flow after runtime music support is enabled.