Introduction

The Persona Connect Portal allows you to add customized hold music and messages to your call queues for your customers.
This guide will walk you through adding your own music to your call queues and adding your own messages to be played while your callers are waiting for an agent to take their call.

Adding Music to ALL Call Queues:

If you would like to add your own music to your call queues:

1. Login to the Portal for Office Managers or Call Center Supervisors and select “Music On Hold.”
2. Select “Domain”. If your users have added hold music, they will also show in this view. If you add music to the domain, all call queues will inherit the same hold music.
3. In the Music On Hold menu, select “Add Music.”
4. Browse to the location of the music file on your computer. THE FILE FORMAT MUST
   BE IN A .wav FORMAT TO USE IT AS HOLD MUSIC. Enter the song name or a description and select “Upload.” 
   
   
    
5. Repeat to add any additional music to your hold music library.

Adding Messages to ALL Call Queues:

If you would like to have either an introductory message played at the beginning of the call or messages played periodically when a caller is on hold:

1. Login to the Portal for Office Managers and select “Music On Hold.”
2. Select “Domain”. If you add messages to the domain, all call queues will inherit the same hold messages.
3. To add a message that plays at the beginning of the call such as “This call will be recorded for quality control”, select “Add Introduction.” To add a message to be played while the caller is on hold, click “Add Message.”
   
   
    
4. You have three options to add a message: Text-To-Speech, Upload an existing file, or Record a message.
   
   
    
5. Click “Upload” or “Save” depending on which option you choose.
6. After you have saved your messages, you can play, download, edit, and delete them from the Messages section. To edit the intervals of how often the messages will play, click the “clock icon” to adjust it to your preference.
   
   
    

Adding Music/Messages to SPECIFIC Call Queues:

If you would like to customize the music/messages played during specific call queues:

1. Login to the Portal for Office Managers or Call Center Supervisors and select “Music On Hold.”
2. In the “Find a user’s or site’s music” search box, type in the extension of the call queue you would like to add music/messages to or select “Queue” in the “Type” drop-down menu. Make sure the option to “Hide Users Without Music On Hold” box is unchecked.
   
   
    
3. Select the call queue you would like to edit and follow the same steps for adding
   hold music or messages as mentioned in the previous steps