Music for Incoming Call Queues

For a customer service team focusing on incoming calls, crafting a call queue that is unique to your business has many benefits for your customers and your organisation.

Why use wait music?

Reduce the perceived wait time for customers - some studies have shown that music can make the wait time appear shorter, which will help to reduce frustrations when waiting in queue.

Enhance your brand professionalism - music and messages can reinforce your company's identity, and can even be used to provide useful messages or customer education. 

Increase the contact rate - research shows that callers who experience music are much less likely to hang up, than those who hear only silence. 

Adding wait music 

To upload your music file, go to Incoming Sound Files and click New.

Select Music sound files from the Sound type menu, and Select WAV file to upload your file. 

Please ensure you have the correct permissions to use the music file in your incoming call queue! 

Next, head to Incoming Configuration. 

Under Wait Settings, select your music file from the Wait music menu. 

Here's how it works in the configuration above:

1. When the lead calls in, the Connecting sound will play
2. Next, Wait music will play for the duration of the Interval - which is 10 seconds
3. The Loop sound will play
4. The Wait music will continue to play, until the call reaches timeout at 150 seconds, or the call is answered.

Using Wait Settings exceptions

Using exceptions is a fantastic way to further customise your incoming queue, perhaps with various educational or commercial messages about your company.

Take a look at the configuration below:

The Connection sound, Wait music, and Loop sound will be played as described above, however:

• After 60 seconds, Queue message 1 will play
• After 120 seconds, Queue message 2 will play

It will look something like this: