Music & Messages On Hold
Add comfort messages and music that callers hear while on hold or waiting in a queue, and control how often they play.
Download PDF GuideAdd a Comfort Message to a Queue
Comfort messages play to callers waiting in a call queue. Set them up in the voice portal at talk.simplefiber.com.
Open Call Queues
Log into the portal and click Call Queues.
Open the queue's music settings
Find the queue you want to edit and click its music icon.
Add a message
Click "Add Message" and choose the message type (below).
Choose the Message Type
Wait Status Updates
Announce the caller's Estimated Wait Time and/or Current Queue Position. Note: Estimated Wait Time is only accurate on high-volume queues.
Custom message
Add your own message by uploading an audio file, recording one over the phone, or typing it in with text-to-speech.
Set How Often Messages Play
Once a message is added, click its time value and use the slider to make it play more or less frequently.
Reorder Multiple Messages
If you have more than one message, change the order they play in: click the grey arrows next to a message, drag it to the position you want, then click Save in the popup.
Note: the same process (minus the Wait Status options) works in the domain Music On Hold section — messages added there play for ALL music on hold across your whole organization, not just one queue.
Want Help Setting Up Hold Messages?
Our support team is available 24/7. Call us and we'll set it up with you.