Published 20 March 2025
Overview
To guide HBX Admins in managing call routing greetings and MOH, ensuring callers receive the appropriate audio messages when contacting your organisation.
Only HBX Admins have the necessary permissions to manage or change call routing settings. If you need adjustments made to your call routing, please reach out to your HBX Admin for assistance.
Tools Required:
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HBX Admin credentials
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Audio file for upload (.mp3, .wav, etc.)
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Internet browser
Steps
3. Update MOH or Welcome Greeting via Call Queue
4. Update Music On Hold (MOH) Directly
1. Log in to HBX Admin Portal
- Pull up a browser
- Navigate to your HBX admin portal tenancy, which could either be of the two:
- Enter your HBX Admin credentials to log in.
Note: Only HBX Admins have permissions to manage call routing settings. If you do not have access, contact your HBX Admin.
2. Access Greeting Options
From the home screen, choose one of the following:
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Call Queues
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Music on Hold (MOH) Options
3. Update MOH or Welcome Greeting via Call Queue
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Click Call Queue.
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Select the assigned call queue or extension (e.g., Koogarah Denture MAIN or ext. 5000).
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Click the music icon on the right side to update the MOH or Welcome Greeting.
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When redirected, click Add Music.
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Click on Browse and locate your recorded greeting then click on Upload
Tip: Ensure your audio file is correctly formatted and tested for clarity before uploading.
4. Update Music On Hold (MOH) Directly
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Click Music On Hold.
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If the call queue isn’t listed, search for the extension in the search bar and press Enter.
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Once redirected, click Add Music.
- Click on Browse and locate your recorded greeting then click on Upload
Note: A missing call queue in this view means no previous welcome greeting has been set.
5. Apply Greeting Options
When on the Music On Hold page, you can apply your greeting in two ways:
5.1 Add Music (Music section)
Callers can interrupt the greeting and select a prompt or reach an operator before it finishes.
5.2 Add Introduction (Messages section)
Callers must listen to the full greeting before connecting to an operator.
Tip: Choose the method that best suits your call routing requirements. Both options allow a welcome greeting to be applied to the call queue.
Still having problems?
Call or text our support team on 0480 006 410, alternatively you can raise a ticket to support@untangled.com.au