How to use custom hold music

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, 8Khz, 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.