Allowing users to put conference call participants on hold

Account owners and admins can enable or disable the setting to allow their users to put callers on hold for multi-party calls. This setting allows hosts to put a conference call on hold. When a conference is placed on hold, callers are unable to hear each other. Additionally, hosts will have the ability to put individual callers on hold within the conference call. The Zoom Phone conference host and co-host of a multi-party call can temporarily put one or all participants on hold.

Notes:

• This setting is only available with the Zoom app version 6.0.10 or later.
• The multi-party conferencing feature will be rolled out across accounts over time.

Requirements for enabling or disabling putting participants on hold in multi-party calls

• Zoom Phone license
• Account owner or admin privileges

How to enable or disable putting participants on hold in multi-party calls

Account

To enable or disable Allow users to put their conference call participants on hold for all users in the account:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Zoom Phone tab.
4. Under General, click the Allow users to put their conference call participants on hold toggle to enable or disable it.
5. If a verification dialog displays, click Enable or Disable to verify the change.
6. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

How to set up the hold music

After enabling the Allow users to put their conference call participants on hold setting, you can set up and edit the hold music. Use this option when you want callers to hear music whenever you put a caller on hold in a multi-party call.

1. Enable the Allow users to put their conference call participants on hold setting.
2. To the right of Hold Music, use the Default audio or click Edit, then select one of the following:
   • Choose from Asset Library: Choose an audio greeting if your account has an audio library set up.
     Note: If an audio file is uploaded by another admin, and this admin makes any changes to the audio, your settings will be affected.
   • Add Audio: Add audio for the hold.
     An audio will play for the other party when you place the call on hold. This applies when you use the desktop client, mobile app, or a desk phone provisioned by the admin.
   • Reset to Default Media: Reset the hold music to the Default audio.