Voradian phone system provides the capabilities to broadcast music and or messages while a caller is on hold, on park, being transferred, or enters a queue waiting for an agent to answer the call. Music and Message on hold can be customized to your unique needs and requirements by Voradian's audio production services, or you may choose any vendor to produce the music and messaging files for you.
Voradian provides system-wide default music to be used for regular on-hold music when a call is placed on hold, transferred, or enters a queue. The system default music can be replaced by your customized music and messaging by Voradian Support Center Team. You may request this modification by submitting a ticket.
The PBX system accepts either .mp3 or .wav files for music and messaging on hold. However, we recommend .mp3 files for better sound quality. Files submitted must not infringe any copyrights and customer must produce proof of copyrights ownership/ license upon request by Voradian Support Center.
There are three applications and two categories with regard to music on hold. They are as follows:
Music on hold for all calls, broadcasts your default music (system music or customized music and messaging) to all inbound and outbound calls when placed on hold, transferred or enters the call routing configuration in the PBX.
Music on hold for specific extension or department, broadcasts unique music and or messaging as default for that specific extension or department when placed on hold, transferred or enter the call routing configuration in the PBX.
Music on hold for Call Queue broadcasts, your default music (system music or customized music and messaging) all calls that enters that queue, placed on hold or transferred within the queue.
There are two categories for music on hold. They are (1) inbound, and (2) outbound.
Inbound music and messaging is used for all incoming calls when it is placed on hold, transferred, during call routing from the PBX, and when the call enters a queue.
Outbound music and messaging is used for calls that you place on hold or while you transfer a call to another person or department.
Voradian highly recommend that you maintain two separate sets of music and or messaging files for inbound and outbound use, if you intend to mix voice-over messaging with your music file. For example: If you have a music file mixed with voice-over messaging and music that says "Please continue to hold for the next available representative", you would not want to use this file for outgoing category. This should be for incoming calls you haven't answered yet.
Speak with a Voradian support team member for further assistance.
Any music or messaging on hold files provided to Voradian for publishing in the PBX system, must accompany verified certification of lawful right of customer to use such materials for commercial purposes. We will not publish/ upload copyrighted materials without proper license issued to you granting the use of same for commercial purpose. Voradian Support Center is authorized to request such verification from the customer.
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