Plan requirement
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Custom hold music is a licensing question before it is a technical one, and the wrong track is a legal problem rather than a bad sound.
The part that catches people out
Playing music to callers on hold is a public performance. A track you bought, or one streaming in the office, does not come with the right to do that.
This is not a technical limit. Nothing stops the file playing. It is the licence that is missing, and the risk lands on you rather than on us.
What "royalty-free" means
It means you pay once and owe nothing per play. It does not mean free, and it does not automatically mean cleared for telephone use.
Read the licence before you buy and check two things: that it covers commercial use, and that it covers on-hold or telephone playback specifically.
Where to get it
Stock audio marketplaces sell tracks licensed for exactly this. Several also sell recordings with a voice-over already mixed in.
Keep the licence document. If anyone ever asks, that piece of paper is the answer.
What works on the phone
Callers hear a narrow band of frequencies through a small speaker. Sparse and mid-range carries; anything with a wide dynamic range arrives as noise followed by silence.
Pick something that survives a loop, because people will hear it more than once.
What to send us
An mp3 or a wav file: those are the formats the system takes. You can send more than one, because the tracks in a music-on-hold folder can be set to play in random order, which is worth doing for anything a caller might hear for several minutes.
Streaming is possible too, from an mp3 source over http or https, if you would rather point at a feed than upload a file. Ask us if that is what you have in mind, because it needs setting up differently.
Getting it loaded
Open a ticket with the file and we will put it in place. Tell us whether it should apply to the whole company or to particular queues, because hold music is chosen per call flow rather than once for everything.
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