# Telephone music and greetings

Create reusable spoken messages or audio files and select what callers hear while waiting, on hold or reaching a fallback.

*Release 3.3 · admin, visitor*

**Settings › Voice › Music & Greetings** · **Settings › Voice › Voice Numbers**

## What it is

**Music & Greetings** stores reusable telephone audio and spoken messages. Each number selects messages for queueing, ringing, hold, voicemail, callback and ended calls. You can use a recorded file or text spoken in a selected language and voice.

## Who uses it and why

- Administrators with **Settings** maintain messages and select them for each telephone number.
- Callers hear instructions and status messages that match the stage of their call.

## Where to find it

Create messages at **Settings › Voice › Music & Greetings**. Then open **Settings › Voice › Voice Numbers**, edit a number and select its **Music & Greetings** tab to assign them.

## How it works

A reusable message has a **Music Type**, such as **Queued Greeting**, **Hold Music** or **Callback**. This determines which selection list it appears in on the number.

For **Say a Message**, INSIDE sends the configured text for speech using **Voice Language** and **Message Voice**. Spoken text can include available macros. For **Play a Message**, it plays the selected **Music File**.

The queued greeting plays on the first queue cycle. Queue audio continues while the caller waits. The conference waiting audio used during connection repeats so that a finite file does not simply finish and leave silence.

## Configure it

1. Open **Music & Greetings** and select **New**.
2. Enter **Name** and choose **Music Type**.
3. Choose **Say a Message** and enter **Text to Say**, or choose **Play a Message** and select **Music File**.
4. For spoken text, select the language and voice, then save.
5. Edit the telephone number, select the saved entry under the matching message type and save the number.

Keep callback instructions consistent with the number's configured keypad digits. Use the appropriate end message for closed hours, no operator or a maximum-wait timeout.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Queued Music | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set | Settings role | Selects audio for waiting in the queue. Standard queue music is used when no custom selection resolves. |
| Queued Greeting | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set | Settings role | Selects the greeting played on the first queue cycle. No greeting plays when none is selected. |
| Ringing Music | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set: standard music is used | Settings role | Selects the waiting audio heard while an operator is being connected. Standard music plays when none is selected. |
| Hold Music | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set: standard music is used | Settings role | Selects audio for a participant placed on hold. Standard music plays when none is selected. |
| Queue Position Message | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set | Settings role | Selects a message used to announce queue information during the waiting flow. No announcement plays when none is selected. |
| Callback from Queue Confirmation | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set | Settings role | Selects the confirmation for a callback requested while waiting. No confirmation message plays when none is selected. |
| End Call No Operator Available Message | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set | Settings role | Selects the end message when the number is open but its no-operator action ends the call. No end message plays when none is selected. |
| Voicemail Greeting Message | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set | Settings role | Selects the message before voicemail recording starts. No custom greeting plays when none is selected. |
| Voicemail End Message | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set | Settings role | Selects the message after voicemail recording finishes. No end message plays when none is selected. |
| Callback | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set | Settings role | Selects the greeting for a callback created by a configured fallback. No greeting plays when none is selected. |
| End Call - Out of business hours | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set | Settings role | Selects the end message for a call ended outside the number's available hours. No end message plays when none is selected. |
| End Call - Too Busy | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set | Settings role | Selects the end message when the call ends after the assignment wait limit. No end message plays when none is selected. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › Voice › Music & Greetings | Yes | Identifies the reusable message in the number's selection lists. |
| Music Type | Settings › Voice › Music & Greetings | Yes | Defines the call situation in which the message can be selected. |
| Say or Play Message | Settings › Voice › Music & Greetings | Yes | Chooses Say a Message for spoken text or Play a Message for recorded audio. |
| Text to Say | Settings › Voice › Music & Greetings | No | Supplies the spoken message. Required when Say a Message is selected. |
| Music File | Settings › Voice › Music & Greetings | No | Selects an audio file. Required when Play a Message is selected. |
| Voice Language | Settings › Voice › Music & Greetings | No | Chooses the language for spoken text. |
| Message Voice | Settings › Voice › Music & Greetings | No | Chooses the voice for spoken text. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Create, edit, select and remove website music and greetings. |

## Limits and good to know

- Creating a message does not automatically assign it to a number.
- A message's type must match the stage where you want to use it.
- Standard queue music is available when no custom queue audio resolves.
- A message cannot be deleted while a telephone number still uses it. Remove the number's selection first.
- Macro values depend on the caller and conversation information available at playback time.

## Depends on and works with

### This feature uses

- **Requires** [Voice provider accounts and telephone numbers](RTC-001.md): Telephone numbers select which reusable messages to use.
- **Configured in** [Roles and permissions](ADM-008.md): Settings permissions control who can maintain telephone music and greetings.
- **Configured in** [Telephone business hours and fallback handling](RTC-002.md): The selected unavailable action determines which end or fallback message plays.
- **Works better with** [File library](ADM-017.md): Audio files provide recorded music or messages.
- **Works better with** [Voice queue and call offers](RTC-003.md): Queue greetings, music and position messages inform waiting callers.
- **Works better with** [Voice call controls](RTC-006.md): Hold Music supplies audio for held conference participants.
- **Works better with** [Telephone callback requests](RTC-009.md): Callback prompts explain and confirm the request.
- **Works better with** [Voicemail messages and follow-up](RTC-010.md): Voicemail uses greeting and end messages.

### Used by

- **Configures** [Voice call controls](RTC-006.md): The number's Hold Music selection supplies audio while a participant is held.
- **Configures** [Telephone call transfers](RTC-007.md): The selected hold audio plays while a caller is held for consultation.
- **Configures** [Telephone callback requests](RTC-009.md): Reusable greetings provide callback instructions and confirmation.
- **Configures** [Voicemail messages and follow-up](RTC-010.md): Reusable voicemail greetings and end messages are selected for each number.
- **Enhances** [Voice provider accounts and telephone numbers](RTC-001.md): Numbers select reusable music and greetings.
- **Enhances** [Telephone business hours and fallback handling](RTC-002.md): Selected greetings explain unavailable outcomes to callers.
- **Enhances** [Voice queue and call offers](RTC-003.md): Queue greetings, music and announcements inform waiting callers.
- **Enhances** [Call recording](RTC-013.md): Configured telephone messages can explain recording to callers.
- **Related** [File library](ADM-017.md): Voice audio settings can select reusable sounds from the File Library.

## FAQ and troubleshooting

### Why is my new greeting missing from the number's list?

Check its **Music Type**. The number's lists show messages of the matching type.

### Why do callers still hear standard queue music?

Save the message, select it as **Queued Music** on the number and save the number. Check that the selected entry contains usable text or audio.

### Why can I not delete a message?

A number still selects it. Change that number's **Music & Greetings** selection before deleting the reusable entry.