# 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.

Source: https://edesy.in/docs/contact-center/routing/music-on-hold-and-ring-no-answer

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

```bash
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](https://edesy.in/demo) 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](https://edesy.in/ivr) flow before the queue.

### Where do I see missed calls per agent?
In *Analytics*, the agent performance table has a *Missed* column. See [Reports](https://edesy.in/docs/contact-center/supervisors/reports).