Easy On Hold® for NICE CXone
Custom hold music and messages for NICE CXone, delivered in the 8-bit μ-Law WAV format Studio expects.
Music On Hold and Messages for NICE CXone
NICE CXone plays the audio your callers hear from files stored in your own tenant, which means the hold experience is only as good as the recording you load. Easy On Hold® produces that recording: licensed music, branded announcements, and voiced promotions, combined into a single file and supplied in the format NICE CXone accepts.
Contact center audio is configured in NICE CXone Studio, or through your NICE CXone representative. Once the file is uploaded as a prompt, the Playlog action plays it for waiting contacts, and Easy On Hold® provides the audio in 8 bit, μ-Law format so no conversion step is needed on your side.
- Custom hold messages written and voiced for your brand
- Content management portal your marketing team can use
- Easy to download audio files, combined into one recording
- Quality licensed music, with no licensing liability for your business
- Full-time support from an Easy On Hold Music On Hold Expert™
Step 1 happens here: pick your message topics in the Content Control Center, then export one file in the format NICE CXone needs. Hover to enlarge on desktop, or click or tap the screenshot.
How to Change Hold Music and Messages in NICE CXone
NICE CXone is a file-based platform: the audio lives in your tenant as a prompt, and a Studio script decides when it plays. The four steps below take a production from the Easy On Hold® portal to a live queue.
Combine and download your audio
Log in to your Content Control Center at easyonholdcloud.com, check the message topics you want callers to hear, and choose Combine & Download from the Actions menu. Name the file, drag the topics into the order you want, and select the export format for your platform.
Confirm the NICE CXone audio format
Audio used as a prompt in a Studio script has to be an uncompressed WAV file: 64 kbps bit rate, 8 bit sample size, 1 channel (mono), 8 kHz sample rate, CCITT μ-Law. Easy On Hold® supplies your file in 8 bit, μ-Law, so it is ready to upload as-is.
Upload the file as a prompt in Studio
In NICE CXone, click the app selector and select Omnichannel Routing → Studio, then Prompts, then Upload. Choose the destination folder, or create a new one, add the file, and upload. The maximum upload size is 50 MB. The same files can be reviewed under ACD → Browse ACD Files, or on the Files tab in Desktop Studio.
Play the file with Playlog
In your script, add a Playlog action and enter the WAV file name in the ContactIDorFile property. StartOffset and SecondsToPlay let you begin partway through the recording or play only a portion of it, which is how a message is interrupted into a music bed on a loop. The maximum file duration is 30 minutes.
Playlog cannot play the music files built in to the platform, so keep the Music action for default audio and use Playlog or Play for your Easy On Hold® production. If script editing is not your team’s job, your NICE CXone representative can make the change.
When your messaging changes, the workflow repeats: combine a new file in the Content Control Center, upload it as a prompt, and the script plays the updated audio. Nothing in the NICE CXone script has to be rebuilt if you keep the file name consistent.
Let Marketing Manage On Hold Content, Not the Contact Center
The reason hold messages go stale is rarely the platform. It is that the only person who can change the audio is the one administrator with Studio access. Easy On Hold® moves content creation out to the people who own the message, and leaves a single upload for the contact center team.
- Manage all custom content from a personalized, user-friendly control panel, and give log-in privileges to more than one person
- Use the convenient audio file downloader in your Easy On Hold® control panel to build one file from the topics that are current
- Talk to your Easy On Hold Music On Hold Expert™ about getting your custom hold messages in the proper format for NICE CXone
Content options include licensed music and voice recordings produced by Easy On Hold®, or your own existing audio. Greetings, announcements, and promotions can play between songs or run as produced spots.
NICE CXone Hold Music FAQs
File format, where the audio is uploaded, and which Studio action plays it.
Yes. NICE CXone plays custom audio from files stored in your tenant, so Easy On Hold® produces your music and messages as a WAV prompt that you upload in Studio. A script action such as Playlog then plays that file instead of the built-in music. Note that Playlog cannot play the default music files on the NICE CXone platform; the Music action is used for those.
NICE CXone requires uncompressed WAV files with a bit rate of 64 kbps, an 8 bit audio sample size, 1 channel (mono), an 8 kHz sample rate, and CCITT μ-Law audio format. Easy On Hold® provides your audio in 8 bit μ-Law so it is ready to upload.
Log in to your Content Control Center at easyonholdcloud.com, select the message topics you want, choose Combine & Download from the Actions menu, name the file, and pick the export format that matches your platform. The topics are merged into one recording you can upload to NICE CXone.
In NICE CXone, open the app selector and go to Omnichannel Routing → Studio → Prompts → Upload. Choose or create the destination folder and add the WAV file. The maximum upload size is 50 MB. Files can also be uploaded and reviewed under ACD → Browse ACD Files, or on the Files tab in Desktop Studio.
Playlog plays a WAV file that only the contact hears and lets you choose a starting point and how long to play, using the StartOffset and SecondsToPlay properties. Play is the simpler option when you want the whole file to play. The maximum file duration for Playlog is 30 minutes.
Your business and marketing teams can manage all custom content from the Easy On Hold® Content Control Center, and more than one person can have log-in privileges. When the messaging changes, download a new combined file and upload it to NICE CXone as a prompt. Your Easy On Hold Music On Hold Expert™ can confirm the correct file format before you upload.
Yes. Easy On Hold® has obtained performance licensing for a variety of music for the convenience and benefit of its customers, which eliminates music licensing liability for your business.
Yes. Hover over the screenshot on a desktop, or click or tap it to open a larger view. Use the close button or Escape key to return to the page.
Learn more about using custom hold messages in NICE CXone.
An Easy On Hold® specialist can write a sample script, produce test audio, and confirm the file format your Studio scripts need.
Get Info & Request a Demo
Tell us a little about your business and we’ll show you how Easy On Hold can improve your callers’ experience.