Hold Music and Ring-No-Answer

What callers hear while they wait in a contact-center queue, how to set your own hold music, and what happens when an agent does not answer.

2 min read

While a caller waits in a queue they hear "Please continue to hold. An agent will be with you shortly." and a pause, on a loop. You can replace it with your own looping audio file. If a rung agent does not answer within 20 seconds, the call returns to the queue and the next agent is tried.

Facts#

Item Detail
Default hold experience Spoken reassurance, then an 8-second pause, repeated
Custom hold music Set moh_audio_url on the queue to a public audio file URL; it loops
Agent ring time 20 seconds per attempt
On no answer Call returns to the queue; agent goes back to Available; the miss is counted in reports
Dialer leads Held for at most 30 seconds, then told "Sorry to have kept you waiting. We'll call you back shortly." and returned to the retry pool
Queue full New callers hear "All our agents are busy right now. Please call back shortly."

Set custom hold music#

curl -X PATCH https://voice-api.edesy.in/v1/ccaas/queues/QUEUE_ID \
  -H "Authorization: Bearer sk_your_api_key" \
  -H "Content-Type: application/json" \
  -d '{"moh_type": "custom", "moh_audio_url": "https://example.com/hold-music.mp3"}'

The URL must be reachable over the internet. Use a short loop (30 to 60 seconds) so callers do not hear a long silence at the end.

Ring-no-answer, step by step#

  1. The router picks an agent and their browser rings with the caller's number.
  2. 20 seconds pass without an answer (or the agent rejects the call).
  3. The agent is set back to Available and the missed offer is recorded against them.
  4. The caller stays in the queue and keeps hearing hold audio.
  5. The router picks again on the next 2-second cycle, using the queue's strategy.

If an agent keeps missing calls, set them to Break or remove them from the queue.

FAQ#

Can I change the 20-second ring time?#

Not from the portal today. Contact us if your team needs a different value.

Does the caller hear ringing while the agent's browser rings?#

No. The caller keeps hearing hold audio until the agent answers.

Can callers hear their position in the queue?#

Not today. Callers hear the hold message or your music.

What audio formats work for hold music?#

Use a standard MP3 or WAV file at a public URL.

Can callers leave a voicemail or request a callback from the queue?#

Not from the queue today. For voicemail, use an IVR Studio flow before the queue.

Where do I see missed calls per agent?#

In Analytics, the agent performance table has a Missed column. See Reports.

Was this page helpful?