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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.

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Prerequisites

You need administrator permissions for music settings. Team-level music settings may also be available to team leads with the right permissions.

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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.

Use only audio that your organization has the right to use.

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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.

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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.

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Operational checks

Before relying on a music configuration:

1. Confirm selected files are ready.
2. Preview the audio.
3. Confirm the files are appropriate for customer use.
4. Confirm team routing is configured.
5. Test the relevant voice flow after runtime music support is enabled.