In order to play custom hold music without service, a custom file needs to be uploaded to a cloud Shoutcast server, then configured in the system.
The Shoutcast Server
Shoutcast can be manually installed onto a web server (it is free), or can be hosted by a 3rd party.
Note: Sound files should be in the following format to ensure they work correctly with the phones: 16khz, 16bit, mono.
3rd Party Hosting
For customers that do not wish to host this themselves, you can purchase your own Shoutcast server online.
Once a file is uploaded, it has a public facing URL which accesses the stream, for example, http://cloud1.stream101.com:8053
Please note: Natterbox cannot provide support for implementation/investigations with 3rd party shoutcast solutions.
Applying Custom Hold Music
Once the source file has been created, it can be accessed through a browser and the system can be configured with the URL.
With the file open in the browser, copy the URL from the browser address bar.
Adding Custom Hold Music to the Account Settings Tab
Navigate to the the Account Settings tab.
Click the Edit button to open the page for editing.
From the Hold Music dropdown list, select Shoutcast.
A secondary field opens, pre-populated with the text shout: in which the URL to the Shoutcast stream should be pasted. It must be in the format shout://yourbespokeurl (remove the http:// from the copied link).
Click the Save button.
Adding a New Sound to be used in the Routing Policies
Navigate to the Account Settings tab
Scroll to the bottom of the page and find the Sounds section
Click 'Add Sound'
Add a name, description and select the file.
You can upload .wav files to be used in the Speak App or anywhere you find a speaker icon (see below) in the routing policies or alternatively, it can be used in the announcements section of the call queue configuration app.
Note: Sound files should be in the following format to ensure they work correctly with the phone system: 16-bit, 16Khz, mono and must be in .wav format and cannot exceed 5MB. 8-bit can also be used if the 5MB file size limitation is an issue.
Adding Custom Hold Music to a Call Queue
Navigate to the Routing Policies tab
Find the call queue app you want to add custom hold music to
Click on the Properties tab
Select Hold Music = 'Custom', then a new field will appear called 'URL of the custom hold music'.
It must be a Shoutcast link.
FAQ
Why can’t Natterbox help with custom hold music?
Music played to callers while they are on hold is treated as a public performance, which means it must be covered by the appropriate music licences - in the UK these are issued by PRS for Music and PPL, and other countries have their own equivalents. Responsibility for holding those licences rests with whoever supplies and hosts the audio. Keeping the hosting with you means you stay in control of the tracks used and can ensure they are either properly licensed or royalty-free.