cloud phone  •  Administration

Messages and music on hold

Keep your callers informed and engaged with on-hold music and messages.

Did you know that callers who hear music and messages while they’re waiting on hold are less likely to hang up? Customers who hear silence—no audible cues to signify their calls are still connected, such as music or messages—will typically hang up within 60 seconds. With on-hold music and messages from RingCentral, you’re able to retain more customers, which increases opportunities for sales and service.

According to a recent survey, 73% of UK callers prefer to hear audio other than beeps or silence. Callers perceive shorter wait times when soothing or upbeat music is played while they wait. Plus, music serves as a subtle but important reminder that they are still in the queue—and not stuck in an abyss of lost calls. By adding messages that play at timed intervals, you can capitalise on your captive audience. Engage your customers with special announcements, or entertain them with interesting facts about your company. RingEX allows admins and users to easily customise on-hold messages and music tracks, delivering real and rapid results for your callers and your revenues.

Benefits of hold music and messages

  • Quickly implement on-hold music and messages for your callers. Your RingCentral cloud phone system includes a selection of default voice messages and more than 500 music tracks—so you can start communicating with customers while they’re on hold straight away.
  • Configure the system to pause the music at specified intervals and play voice updates that reassure clients their calls are still connected and in the queue.
  • You can also record custom messages that encourage callers to stay on the line and make their wait times seem much shorter.
  • In addition to the wide selection of music tracks included with your RingCentral account, you also have the option of uploading your own music (that has been appropriately licensed for use).
  • Target recorded messages and accompanying music tracks for specific customers to hear.
  • Select types of music and special messages to play based on criteria such as the time, day of the week, the number dialled by the caller, or the incoming caller ID data.
  • Each user can select music tracks and messages to play during calls to their extensions—useful for communicating holiday hours or information about specific departments or teams.
  • Save valuable time with messages that address frequently asked questions—such as enquiries about business hours, locations, and directions.
  • Boost sales and generate excitement by informing your callers about new products, services, or special events while they wait.
  • Project a polished, professional image with messages designed to enhance your reputation and overall brand.

Hold music and messages FAQs

  • RingEX provides multiple audio options for calls on hold—including music and messages—for you to use. Your callers can hear only music, only messages, or music with accompanying messages played at intervals that you specify.
  • You can also choose to have your callers can hear only silence—though doing so will increase the number of calls prematurely disconnected by customers and may negatively impact business.
  • RingCentral’s highly configurable settings allow you to control—broadly or very precisely—the messages and music each caller hears. Have all callers hear the same thing while they hold. Or play different messages and/or music for various customers based on criteria such as the day, the time, the incoming caller ID, or the number dialled by the caller.
  • Your RingCentral account includes more than 500 music tracks that span more than a dozen genres and styles.
  • Yes. Simply upload original or royalty-free music files (MP3 or WAV format) to your RingCentral account, and then use the music for your callers on hold.
  • Please note that commercially produced music—including most works published on vinyl, CDs, and cassettes, as well as digital or streaming music tracks—must be licensed for use with business or personal phone systems.
  • Either MP3 or WAV formatted music files can be used with your RingCentral account.
  • Recommend settings for WAV files are PCM/8 kHz/16-bit/mono or CCITT u-Law (G711a)/8 kHz/8-bit/mono.
  • The default music tracks included with your account are licensed for use with your RingCentral system. No additional royalty fees apply.
  • If you upload MP3 or WAV music files to use with your phone system, you may have to pay license fees or royalties. International copyright regulations limit how and where music can be played. Even if you purchased the music recordings (CDs, MP3 files, etc.), you do not own the music and must obtain licences.
  • A public performance licence is required for most commercial music recorded in the last 50 years.
  • Licences for the majority of commercially recorded music produced in the UK can be obtained from PRS for Music and PPL UK.
  • Licences for most music produced in North America can be obtained from BMI and ASCAP.
  • Absolutely. With RingEX, you have the freedom and flexibility to record, upload, and use your own messages whenever you like.
  • Though not required, writing a script and rehearsing it a few times before recording your message is recommended. It’s also a good idea to listen to on-hold announcements that are similar in tone and content to the ones you want to create for your business.
  • Absolutely. Have your custom messages recorded by any professional actor or talent service you choose. Once your messages are recorded, upload the files (WAV or MP3 format) to your RingCentral account to begin using them as you like.
  • To make it easier for customers to use professional, polished greetings and messages, RingCentral has partnered with US-based Snap Recordings—industry leaders in telephone voice recordings.
  • Snap Recordings offers a variety of packages—some as low as £50 that make it easy to create your messages and begin using them quickly.
  • Visit Snap Recordings to begin the simple, 3-step process of bringing your recordings to life.
  • Choose from a talent pool of more than 80 prominent, professional voice performers.
  • Upload your custom script, and in just 7 – 10 days, your professionally recorded message will be ready for you to use to delight and inform your customers.
  • Either MP3 or WAV formatted audio files can be used with your RingCentral account.
  • Recommend settings for WAV files are PCM/8 kHz/16-bit/mono or CCITT u-Law (G711a)/8 kHz/8-bit/mono.
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