Natterbox is a cloud communications and contact center platform used to manage business calls, including calls handled through Salesforce. If you’re looking to improve Natterbox music on hold, the platform supports a custom Shoutcast stream for callers on hold and waiting in a call queue. This guide explains how that connection works and how Easy On Hold® can supply licensed music and messages that stay current without repeated file uploads.
A Live Stream for a Changing Business
A short audio file can become repetitive, especially when callers spend time in a queue and are later placed on hold. It also takes another upload to remove an expired promotion or add a new announcement.
With an Easy On Hold stream, your team manages the caller experience through the Easy On Hold customer portal. Schedule messages to start and stop, change the music mix and update what callers hear while the Natterbox configuration continues to point to the stream. Different streams can be arranged for different audiences or queues where your Natterbox setup calls for them.
How It Connects to Natterbox
Natterbox documents two places to use a custom Shoutcast source:
- Account hold music: An administrator selects Shoutcast in Account Settings and enters the stream address in the format Natterbox specifies.
- Call queue hold music: An administrator selects Custom for Hold Music in the queue’s routing policy and enters a Shoutcast link.
In Natterbox’s setup instructions, a “third-party” Shoutcast source means a provider outside Natterbox. For an Easy On Hold subscriber, Easy On Hold supplies and manages that audio service. We can work with your Natterbox administrator to provide the stream details and test playback in the intended call paths. Natterbox notes that it does not support investigations or implementation of third-party Shoutcast services.
Announcements are a separate option. Natterbox also allows WAV files to be uploaded for uses such as routing policy prompts and call queue announcements. Those uploaded sounds are different from the live stream used for hold music.
Music Licensing Is Part of the Service
A Shoutcast address is a way to deliver audio; it does not, by itself, grant permission to use music for callers on hold. With an Easy On Hold subscription, we provide music licensed for the subscribed service and handle the applicable licensing for the music we supply. Your team gets a managed source of music and messages without having to find a public stream and determine whether its music can legally be used on your phone system.
Make Hold Time Useful
Tell callers about services, answer common questions or share timely information between music selections. When an offer ends or priorities change, update the schedule in the Easy On Hold portal. The next caller experience can reflect what your business is saying now, without another round of audio file uploads.
Ready to hear how it could work in Natterbox? Request a demo with Easy On Hold. We’ll discuss your queues, hold experience and content needs, then arrange a stream for compatibility testing with your Natterbox configuration.