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 Sales Enablement Visible and Manage Users permissions.
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.
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 the My Agency Settings > Phone Dialer & Call Queues > Hold Music tab.
- Delete the existing custom track from the Name & Track list.
The default AMS+ hold music will resume immediately.