Note for accounts using Sales Records: This article includes a Legacy components section with additional information that applies to your account.
This article explains how to set custom hold music for all AMS+ calls. You can upload an MP3 file or use the call-to-record feature to personalize what callers hear when placed on hold.
For more on VoIP setup, including training and related resources, see this feature overview.
Requirements
- Your agency's AMS+ account must be subscribed to the Elevate package.
- You must be logged into AMS+ as an Agency User.
- You must be assigned to a Security Group with the Manage Users permission.
About hold music in AMS+
Hold music applies globally to all inbound and outbound AMS+ calls across your agency. Only one custom track can be active at a time. Uploading or recording a new file will immediately replace the existing one.
If no custom track is set, the system will use default hold music.
Hold message compliance guidelines
If your hold music includes a spoken message, make sure the content meets health insurance marketing regulations.
Allowed content:
- Office hours or callback information
- General enrollment timelines (e.g., "The Open Enrollment Period for Marketplace coverage typically runs from November 1 to January 15. Visit HealthCare.gov for the latest information.")
- Offers of assistance (e.g., "We're here to answer your questions.")
- References to official resources like HealthCare.gov or Medicare.gov
Avoid:
- Promotional or sales language
- Specific plan names, premiums, benefits, or provider networks
- Superlative terms like "lowest cost," "best coverage," or "guaranteed savings"
- Encouraging callers to enroll, re-enroll, or switch plans while on hold
Use your hold message to educate, not sell. If the message promotes a specific plan or could influence a beneficiary's decision to enroll, it may be considered marketing and should not be included.
Access hold music settings
To upload your music:
- Go to My Agency Settings.
- Find and open the Phone Dialer & Call Queues setting.
- Navigate to the Hold Music tab.
From here, you can upload an MP3 file or record audio by phone.
Note: The hold music setting is global and applies to all users and phone numbers in your agency.
Upload an MP3 file
To upload a custom audio track:
- In the Upload MP3 File for Hold Music section, enter a name for the track (internal use only).
- Select the Choose File button to open your computer's file explorer.
- Select the MP3 file.
- Select the Upload Hold Music button.
The uploaded track will appear in the Name & Track list and become active immediately.
Note: Uploading a new track will replace the current one.
Call to record
To record audio by phone:
- In the Call to Record section, dial the number provided.
- Enter your unique code when prompted.
- Follow the automated instructions to record your message or music.
Once completed, your recording will appear in the Name & Track list and become the active hold music.
Note: Recording a new message will overwrite any existing track.
Revert to default music
To remove custom hold music:
- Go to My Agency Settings > Phone Dialer & Call Queues > Hold Music.
- Delete the existing custom track from the Name & Track list.
The default AMS+ hold music will resume immediately.
Legacy components
The following content applies only to accounts still using Sales Records. If you're unsure whether this applies to you, check your subscription package on the Subscription page. Accounts on Enhanced Records will show a package type that includes "+ Enhanced Records" (e.g., Accelerate + Enhanced Records). If your package does not include "+ Enhanced Records," this section applies to you.
Legacy components in this section:
- Sales Enablement Visible permission — accounts using Sales Records
Sales Enablement Visible permission
To access Phone Dialer & Call Queues settings, you must be assigned to a Security Group with the Sales Enablement Visible permission.