Custom hold prompt

Custom call hold prompt files

The custom hold prompt is the audio that a caller hears while waiting. It is played when an agent:

• puts the caller on hold,
• parks the call, or
• transfers the call.

By default, the platform plays a standard tone. With a custom hold prompt, you replace it with your own audio file, for example the waiting tone or music of your organization.

This setting can only be configured by users with the UnifAI-Admin role. It is part of General settings.

This window shows all uploaded hold prompt files and lets you manage them.

Requirements for files

• Only .wav (riff-16khz-16bit-mono-pcm) files are supported.
• The maximum size is 5 MB per file.
• A file that is currently in use cannot be deleted.

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Upload new file

Click Upload new file at the top right to add a new .wav file. After the upload, the file appears in the list.

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Tips

• Always play the file after the upload, to check the volume and quality.
• Keep the audio loop-friendly. The prompt is repeated for as long as the caller waits, so a file with a clear start and end can sound abrupt.
• Only use audio that you have the right to use. Music is often protected by copyright.