They’re the same

No, they’re not, and yes this is the first time I’ve started a post with a meme.

What am I talking about? I was working with a customer recently who needed to configure Teams to play something other than the “spa tunes” default hold music. In particular, the scenario was a call that comes to a call queue, is answered by an agent, and is then transferred elsewhere.

Here’s the Call Queue “Greeting and music” configuration with “Music on hold”:

And here’s the Call hold settings, with hold music:

And looking at these two screenshots, it’s not immediately clear what music/audio file (it doesn’t have to be music!) applies where/when.

Here’s the flow. When the caller first hits the Call Queue, they will hear the “Greeting” in its entirety. Then, they are placed into the queue and will hear the “Music on hold” while agents’ phones ring. Once the agent answers and begins the transfer process, the audio file from the “Call hold section” comes into play. That’s because the first part of a call transfer is to put the caller on hold.

If the Call Queue settings page referred instead to “queue wait music” and the Call hold settings referred to “hold music”, I think this would be clearer. It could also be helpful if there were info/tips on each page that explain when that music/file would be played.