How to personalize hold music for phone calls in AMS+

Overview

You can personalize what callers hear when they’re placed on hold by uploading a custom MP3 file or recording audio using the call to record feature. The custom hold music you set will apply to all calls made through AMS+ by any user or phone number in your agency, whether inbound or outbound.

Note: You can have only one custom track active at any time. Uploading or recording a new track will replace the existing one. If no custom music is set, the system will use the default hold music.

IN THIS ARTICLE

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Hold message compliance guidelines

If you’d like to include a custom message in your hold music, make sure you review these guidelines to stay compliant with health insurance marketing regulations.

Stick to neutral, informative content

• Share office hours or callback options
• Mention general enrollment timelines (i.e., "Open Enrollment runs from November to January")
• Offer help ("We’re here to answer your questions about health coverage")
• Point callers to official resources like HealthCare.gov or Medicare.gov

Avoid promotional or sales language

• Don’t mention plan names, premiums, or benefits
• Avoid terms like “lowest cost,” “best coverage,” or “guaranteed savings”
• Don’t encourage callers to enroll or switch plans while on hold

Keep it honest, clear, and helpful

• Use your hold time to educate, not sell. If you wouldn’t say it in a regulated ad, don’t put it in your hold message.

A regulated ad is any marketing or promotional content related to health insurance plans that must follow strict legal rules, especially under CMS (Centers for Medicare & Medicaid Services) or state guidelines. These rules limit what you can say about plans, pricing, benefits, and enrollment to avoid misleading or pressuring consumers.

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Accessing the hold music settings

To upload your music:

Go to My Agency Settings.

Scroll down or use the search filter to locate and open the Phone Dialer & Call Queues setting.

Navigate to the Hold Music tab.

Here, you can either upload an MP3 file or record audio by phone using the call to record feature.

Note: This setting is global. Any custom music will apply to all AMS+ calls placed on hold, for all users and phone numbers.

Uploading an MP3 file

To upload a custom audio track:

In the Upload MP3 File for Hold Music section, enter a name for your track.

This name is for internal reference only. We recommend that you choose something descriptive.

Select the ‘Choose File’ button to browse your computer.

Select the MP3 file and click the ‘Upload Hold Music’ button.

The uploaded track will appear in the Name & Track list and become active immediately.

Note: Only one custom track is allowed. Uploading a new file will replace the existing one.

Call to record

To record audio by phone:

In the Call to Record section, dial the number provided, and enter your unique code when prompted.

Follow the automated instructions to record your message or music.

Once finished, your recording will appear in the Name & Track list and become the active hold music.

Note: Recording a new message will overwrite any previously uploaded or recorded track.

Revert to default music

At any time, you can switch back to the default system hold music:

Go to the Hold Music tab and delete the existing custom track from the ‘Name & Track’ list.

The default system music will resume immediately.