How to Request a Change to Your Music on Hold for 8x8 Contact Center

Overview

	Note: The MoH can currently be customized on the tenant level only,
	Note: Only one MoH file is allowed per tenant. Any needed changes to the On Hold audio content must be made within this single audio file.

Applies To

• 8x8 Contact Center
• Music on Hold (MoH)

How to Request a Music on Hold Update

• Prepare Your Audio File
• Ensure it is in WAV format.
• The file should be no larger than 12MB.
• You must have legal rights to use the audio.

Submit Your Request

• Contact 8x8 Technical Support.
• Provide the following details:
  • Your Tenant name and cluster
  • The new music file is an attachment
  • A confirmation that you have legal rights to use the file

Processing & Timeline

• Support will review your request and escalate it to our Operations Team.
• The update will be applied within 7 business days. Certain busy periods during the year may impact this, but it will be communicated back to the customer in those instances.
• You will receive a confirmation once the change is completed.

Important Notes

• Any music submitted must comply with copyright laws. The customer is responsible for ensuring they have the necessary rights to play the file.
• This update applies only to Music on Hold (when an agent places a caller on hold) and not Queue Music (played while waiting for an agent).

Note: The same process applies if you want to update the audio file with a different one or delete it, in which case it will use the default Music on hold.