Easy On Hold® for Talkdesk
Configure custom on-hold and queue music in Talkdesk with professionally produced audio.
Talkdesk Hold Music and Queue Music with Easy On Hold®
Talkdesk gives administrators several ways to control what callers hear while waiting, but queue music and agent hold music are handled differently. For organizations using professionally produced music and messages from Easy On Hold®, it’s important to understand that distinction.
Talkdesk allows an administrator to replace the default waiting music for an individual queue with a custom prompt. Within the queue’s transfer preferences, Talkdesk provides a Waiting music to play setting. Administrators can select Use prompts and choose from the active prompts available in the Talkdesk account.
Because the audio is configured at the queue level, different queues can potentially use different productions appropriate to their callers, departments, or campaigns.
Easy On Hold® can create professionally produced Talkdesk-compatible audio containing licensed music, branded messages, announcements, or a combination of music and voice. Depending on the Talkdesk configuration, the audio can be used as:
- Custom queue waiting music
- Studio prompt audio
- Remotely hosted audio referenced by a Studio flow
- Custom agent hold music configured with assistance from Talkdesk Support
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How to Configure On-Hold and Queue Music in Talkdesk
Upload audio as a Talkdesk prompt
The basic workflow starts in Studio. Go to Studio → Prompts and upload the audio file Easy On Hold® produced for your account. Talkdesk specifies that an acceptable audio file format is mp3.
Assign waiting music to the queue
Open the queue’s transfer preferences and set Waiting music to play to Use prompts, then select the desired prompt. This is the audio callers hear while they wait for an available agent.
Optional: play a remote audio file from a URL
Talkdesk Studio also provides a URL to audio file option. Within a Studio Play Audio component, select Other Sources, choose URL to audio file, and provide a link to the desired audio, such as a file hosted in an Amazon S3 bucket or another web-accessible storage location.
Talkdesk describes this feature specifically as a URL to an audio file. This should not be confused with an internet radio or continuous streaming URL. It is safest to describe the feature as remote file playback, rather than continuous streaming.
Request custom agent hold music through Talkdesk Support
Talkdesk treats agent hold music differently from pre-agent queue music. This is the audio heard after an agent has already answered the call and then presses the Hold button. Talkdesk’s current documentation does not describe a self-service upload screen for replacing this audio. Instead, Talkdesk instructs customers who want their own hold music to provide an MP3 file to Talkdesk Support. Talkdesk then uploads and configures the file for the account.
Talkdesk also provides a Prompts API, which offers another option for organizations that need their caller audio to stay up to date. Instead of requiring someone to manually upload a new production whenever messaging changes, an external application can potentially deliver updated audio into Talkdesk and replace an existing prompt. Easy On Hold® develops such applications, and is likely to have Talkdesk on its roadmap.
Talkdesk Music On Hold FAQs
Queue music and agent hold music are handled differently in Talkdesk.
Queue music plays before an agent answers and can be assigned using Talkdesk prompts. Hold music plays after an agent answers and subsequently places the caller on hold. Talkdesk currently documents this custom audio as something its Support team uploads and configures.
Yes. Talkdesk allows an administrator to replace the default waiting music for an individual queue with a custom prompt. Within the queue’s transfer preferences, Talkdesk provides a Waiting music to play setting. Administrators can select Use prompts and choose from the active prompts available in the Talkdesk account.
Talkdesk treats agent hold music differently from pre-agent queue music. Talkdesk’s current documentation does not describe a self-service upload screen for replacing this audio. Instead, Talkdesk instructs customers who want their own hold music to provide an MP3 file to Talkdesk Support. Talkdesk then uploads and configures the file for the account.
No. Talkdesk Studio provides a URL to audio file option in the Play Audio component. Talkdesk describes this feature specifically as a URL to an audio file. This should not be confused with an internet radio or continuous streaming URL. It is safest to describe the feature as remote file playback, rather than continuous streaming.
Talkdesk specifies that an acceptable audio file format is mp3.
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.
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