Configure Prompts for an Extension

Every extension plays the system’s global audio prompts unless you override them. This page shows how to give a single extension its own music on hold (MoH) and its own ringback tone, so one user’s or department’s calls can sound different from the rest of the phone system. Both settings live in the same place: the extension’s Prompt tab.

Customize music on hold for an extension

Music on hold (MoH) is the audio a caller hears while they are waiting on the line. Out of the box, an extension inherits whatever MoH is defined in the system-wide settings under PBX Settings > Voice Prompt > Prompt Preferences (the Music on Hold and Music on Hold for Call Forwarding options). Overriding it per extension lets you, for example, play calmer music to a support line or a branded track to a sales line. Two separate prompts are involved:

• Music on Hold: what the far end (the other party) hears when the extension user puts the call on hold.
• Music on Hold for Call Forwarding: what the caller hears while their call is being forwarded to another destination.

Note

Per-extension music on hold requires PBX (Private Branch Exchange) firmware 84.15.0.22 or later. If you do not see the settings described below, check the firmware version first.

Before you begin, prepare and upload the audio you want to use for each scenario above. Until you do, the drop-downs will not list your track, so upload it first. See Set Up a Custom MoH Playlist for how to add your own tracks.

1. Sign in to the Cloud Voice management portal and go to Extension and Trunk > Extension.

2. Click the edit icon next to the extension you want to change, then open Features > Prompt.

3. Use the music on hold drop-downs to pick the audio you uploaded for each scenario.

   

4. Click Save, then Apply.

Caution

The change is not live until you click Apply. Saving alone stores the setting but does not push it to the phone system, so callers will keep hearing the old prompt.

Configure a ringback tone for an extension

A ringback tone is the audio a caller hears while the extension is ringing, before the user picks up. You can give an extension a custom ringback tone in place of the standard one, for example a short branded greeting.

Note

A custom ringback tone requires PBX firmware 84.23.0.24 or later.

1. Sign in to the Cloud Voice management portal and go to Extension and Trunk > Extension.

2. Click the edit icon next to the extension you want to change, then open Features > Prompt.

3. From the Ringback Tone drop-down, choose the prompt you want callers to hear.

   Note

   The choices in this list come from PBX Settings > Voice Prompt > Custom Prompt. If the prompt you need isn’t there yet, use Record New, Upload, or Text-to-Speech to create one on the spot. Anything you add here is also saved back to Custom Prompt for reuse.

4. Click Save, then Apply.