Managing music on hold with AT&T Collaborate

In the AT&T Collaborate SM service, you can manage the music or announcements your callers hear while they’re on hold. You can set the on-hold music for your entire site and for individual departments. You can also set a different announcement or music for an individual user.
The order of precedence starts with a user, then a department, then a site, and then the company. If you make no changes or take no action, all users use the system-provided default for all music.

If you want to quickly disable music on hold for all users, turn it off at the site level.
You can use music that the system supplies, or you can upload custom audio files. You can use separate on-hold music or announcements for calls from outside and calls from within your company. For example, you can announce your hours of operation or special promotions when an external caller is on hold and announce company news when a caller within the company is on hold.

Manage Music on Hold for a site
Manage Music on Hold for a department
Manage Music on Hold for a single user

Manage Music on Hold for a site

1. On the Collaborate homepage, click Select a site or Switch sites, and then search for or select a site to manage.
2. On the left menu, expand Administration, and then click Features. The Site feature settings page appears.
3. In the Music on Hold section, click Set up or the Edit icon. The Manage music on hold page appears.
4. In the Settings section, decide when you’ll use the Music on Hold feature:
   • To play music or announcements for calls on hold, check Play the music on hold audio file while calls are on hold.
   • To play music or announcements for parked calls, check Play the music on hold audio file for parked calls.
     Note: If you turn off Music on Hold at the site level, that setting will apply to all users at that site, regardless of the individual user’s settings. To turn off Music on Hold for a single user, see Manage user features.
5. In the Audio codec settings section, from the Audio codec for announcements outside the company list, select a preferred audio codec (optional).
   Note: Audio codec settings determine which coding is used when calls are made.
   • G.722 provides HD voice quality between Collaborate users.
   • G.729 requires minimal bandwidth.
   • G.711 requires the highest bandwidth.
6. Select the music or announcement to play to callers on hold. Do 1 of these things:
   • To use music provided by Collaborate, select Use the default audio file.
   • To use a custom audio file (music or an announcement), select Use a custom audio file, and then upload or record a file.
7. Determine whether to use different settings for internal and external calls. Do 1 of these things:
   • To use the same settings for internal and external calls, click Save. You’re done.
   • To use a different announcement for internal calls
     • Under Modify settings to calls made within the company, check Use the alternate announcement.
     • Follow steps 5 and 6 to select an audio codec and an audio file, and then click Save.

Manage Music on Hold for a department

1. On the Collaborate homepage, click Select a site or Switch sites, and then search for or select a site to manage.
2. On the left menu, click Departments. The Departments page appears.
3. Search for or select a department to manage. The Manage department page appears.
4. Scroll to the Music on Hold section.

5. In the Settings section, decide when you’ll use the Music on Hold feature:
   To play music or announcements for calls on hold, check Enable an announcement for calls on hold.
   To play music or announcements for parked calls, check Enable an announcement for parked calls.
   Note: If you turn off Music on Hold at the site level, that setting will apply to all users at that site, regardless of the individual user’s settings.

6. In the Audio codec settings section, from the Audio codec for announcements outside the company list, select a preferred audio codec (optional).
   Note: Audio codec settings determine which coding is used when calls are made.

   • G.722 provides HD voice quality between Collaborate users.

   • G.729 requires minimal bandwidth.

   • G.711 requires the highest bandwidth.

7. Select the music or announcement to play to callers on hold. Do 1 of these things:

   • To use music provided by Collaborate, select Use the default audio file.

   • To use a custom audio file (music or an announcement), select Use a custom audio file, and then choose an existing file or record a new file.

8. Determine whether to use different settings for internal and external calls. Do 1 of these things:

   • To use the same settings for internal and external calls, click Save. You’re done.

   • To use a different announcement for internal calls:

     • Under Modify settings to calls made within the company, check Use the alternate announcement.

     • Follow steps 5 and 6 to select an audio codec and an audio file, and then click Save.

Manage music on hold for a single user

1. On the Collaborate homepage, on the left menu, expand Users, and then click Manage users. The Manage users page appears.
2. Search for or select the user you want to manage. The manage page for that user appears.
3. Click the Bundles tab. Under Bundle status, assigned bundles show a check-mark, and unassigned bundles show an X.
4. To assign bundles to this user, click the Edit icon. Available seats for each bundle appear.
5. Next to each bundle, under Status, click On or Off, and then click Save. You return to the manage page for that user.
6. To manage settings, click Adjust settings. The Manage settings page appears.
7. On the Manage settings page, click Basic Voice Seat. The Basic Voice Seat page appears.
8. Assign the feature, and then in the Music on Hold section, under Status, turn the feature on or off. The Manage music on hold page appears.
9. Under Settings, select the music or announcement to play to callers on hold. Do 1 of these things:
   To use music provided by Collaborate, select Use the default audio file.
   To use a custom audio file (music or an announcement), select Use a custom audio file, and then choose an existing file or record a new file.
10. Determine whether to use different settings for internal and external calls. Do 1 of these things:
    • To use the same settings for internal and external calls, click Save. You’re done.
    • To use a different announcement for internal calls:
      • Under Modify settings to calls made within the company, check Use the alternate announcement.
      • Select the music or announcement to play to callers on hold, and then click Save.