Managing Music On Hold

In this section, we will explore Music On Hold (MOH). Let's start with an explanation of the hierarchy of music on hold.

By default, all Domains that you create will have no music uploaded. However, if we were to create a queue on a Domain and call it, you would hear something; our default system-wide music. You need to understand that whenever Music on Hold needs to be invoked, the client portal checks if something is present on the user or queue and plays that to the caller. If there's nothing present at that level, the system then checks the Domain itself, and if it finds something, it plays that to the caller. Finally, if nothing is present on the Domain, our default music plays.

Uploading Music On Hold to Domain

When you go to the Music On Hold tab, you are accessing the Domain-wide music.

1.     Click on Add Music.

2.    Browse for a .mp3 or .wav file, title it a with a Song Name, and click on Upload.
 

3.    Repeat steps 1 and 2 for any additional music file that needs to be uploaded.

Uploading Music On Hold to User/Queue

If you need to upload music to a specific User or Queue, you must first find it using the left search box. The User/Queue extension will show on the right of the MOH Title to indicate you are now in its container.

You can then follow the steps from the section above to upload music here.

Managing Music On Hold

Once you have some files uploaded, the order can be changed by dragging the arrows on the left side of the song names.

The buttons on the right of each file allow you to download, edit and delete them.

When you click on Settings,

you can do the following:

●      Enable/Disable Music on Hold. Note that if disabled, callers will only hear silence.

●      Randomize the Music on Hold.

●      Play an introductory greeting. This feature is useful if you are editing the Music on Hold for a queue since you can record or upload a message that lets people know their call is being placed in the queue and will be answered as soon as possible. This file will play once, then move on to regular music on hold. If the call reaches the end of all the uploaded files, it will go back to the first music on hold and never play the intro greeting again.

Don't forget to click Save when done. Note that if you click the Settings button while looking at a User or Queue's Music On Hold, only the Play introductory greeting will show.