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Hi @financecsni - thanks for the question and welcome to the Zoom Community!
If you're a Zoom user, you can change the Hold Music setting in your phone settings: https://support.zoom.us/hc/en-us/articles/360028212652-Customizing-audio-greetings-and-hold-music
If you're a Zoom admin and want to set a default for all users in the account, you can change the Hold Music setting in account settings: https://support.zoom.us/hc/en-us/articles/4402419552653-Customizing-default-audio-settings
Hope that helps! Let me know if you need further assistance!
@financecsni - Sorry for the late reply; and thanks for your patience. I did some digging and this is a limitation of call park.
Since call park places the call on hold, it's supposed to use the hold music, but it will always use the default Zoom hold music instead. The relevant teams at Zoom are aware of the issue, but there's no ETA on when a fix will be released. I'll make sure to keep this thread updated.
I'll also make sure those two support articles (and the call park article) are updated so that this limitation is clearly communicated. They will also be updated when the issue is fixed.
Let me know if there's anything else I can help with.
@Kevand @financecsni , this is really important for us too. We're rolling out Zoom Phone now and found out the hard way that on-hold music can't be customized for parked calls. The majority of our incoming calls will be put in the parking lot, which means we're losing out on a lot of advertising we were able to do before Zoom Phone. I put an enhancement request in on ticket number 12213106. I would advise others to mention the ticket number if you want to get on-hold music added for parked calls.
@Kev, @financecsni and@Ry I completely agree and support pushing forward the request on ticket number 12213106 as soon as possible. While customers are sometimes placed on a brief hold, they are more often waiting for a little longer period while parked making it the most ideal opportunity to feature our on hold messaging.
@financecsni @Kev @Ry @JennD I agree as well. Our organization would benefit greatly from being able to play our own hold music for parked calls, and this seems to be a standard feature in many other enterprise phone solutions. I hope that this is a high priority for Zoom Phones and the change is implemented quickly.
@Kev, do you have an update for this? I've noticed that our internal calls when placed on hold hear our custom on-hold music, but outside callers when put on park still hear the generic Zoom music. We've had a lot of feedback from customers and our employees that they want our custom on-hold messaging back. It seems like an easy fix since it's already a feature for internal calls.
@Ry @munderwood @rel1028 @frankpeake - Sorry for the late response! I just checked internally and there hasn't been any update on this. I reached out to the appropriate people to try to push this, as there are other customers outside this forum that's asking for it.
Will keep this thread updated. Stay tuned!
Any update? This feature request has been pending for ages! I can't imagine it would be hard to implement or even just use the SAME sound for both HOLD and PARK. Very frustrating with the lack of effort here.
I was shocked to find this is not a function on such an advanced phone system like Zoom. The 25 year old phone system that we transitioned away from had this basic ability.
It's not just music on hold it's a sales tool for us, our recordings had information on promotions, sales, etc. and was a great way to increase business.
Hopefully there will be some movement on this in the near future.
Hi Craig...I am new to the forum, could you please tell me what I need to do to submit and enhancement request? Our company just spent quite a bit of money on a brand new audio message...we were under the impression that it could be used for Hold as well as Parked calls. Seems like it would be an easy fix for Zoom! Thanks Craig!