Music on Hold

Overview

The Music on Hold (MoH) feature of your Virtual-Call Cloud PBX ensures that callers hear music or announcements while waiting or on hold. It is configured system-wide as the default and can additionally be assigned individually per queue.

The PBX supports two types of playlists:

• Local Audio—Locally stored audio files (.wav) with custom playback order
• Streaming Music—External streaming service via a URL

Prerequisites

• Administrator access to the Virtual-Call Cloud PBX
• For Local Audio: Audio files in .wav format
• For Streaming Music: Valid streaming URL

Music on Hold Overview

Music on Hold management is found under Settings → Voice Prompt → “Music on Hold” tab. The overview page shows all configured playlists with the following information:

• Playlist Name
• Playlist Type (Local Audio / Streaming Music)
• Play Order (Random/Alphabetical)
• Streaming Music URL (only for streaming playlists)
• Operations (Manage music files, Edit, Delete)

A default playlist named default is already pre-configured.

Creating a New Playlist

Option A: Local Audio (local files)

1. Click Create New Playlist.
2. In the Playlist Type dropdown, select Local Audio.
3. Enter a playlist name (e.g., Sales).
4. Select the Play Order:
   • Random—Tracks are played in random order
   • Alphabetical—Tracks are played in alphabetical order
5. Click Save.

Option B: Streaming Music (external URL)

1. Click Create New Playlist.
2. In the Playlist Type dropdown, select Streaming Music.
3. Enter a Playlist Name.
4. Enter the streaming music URL of the external streaming service.
5. Click Save.

Managing Music Files (Local Audio)

For playlists of type Local Audio, you can view and download the included audio files via the Manage Music Files icon in the Operations column.

In the opened dialog, you see all files of the playlist with the following actions:

• Play—Listen to the track directly in the browser
• Download—Save the file to the local computer

Editing a Playlist

To adjust an existing playlist, click the pencil icon in the Operations column.

1. The Playlist Type is not editable (view only).
2. The Playlist Name is not editable (view only).
3. The Play Order can be toggled between random and Alphabetical.
4. Click Save.

Global Default Music on Hold

The global default playlist is used when a queue or other call point does not have its own playlist assigned.

1. Navigate to Settings → Voice Prompt → “Prompt Preferences” tab.
2. In the Music on Hold dropdown, select the desired playlist.
3. Click Save.

Music on Hold per Queue

A dedicated playlist can be set for each queue, for example, to play department-specific music to callers.

1. Navigate to Call Features → Queue.
2. Click Edit next to the desired queue.
3. Open the Basic tab.
4. In the Announcement section, select the desired playlist in the Music on Hold dropdown.
5. Click Save.

Typical Scenarios

Scenario 1: Department-Specific Music on Hold

• Create a playlist Sales with product-related announcements.
• Create a playlist Support with calm background music.
• Assign the appropriate playlist to each queue.

Scenario 2: External radio stream as Music on Hold

• Create a new playlist of type Streaming Music.
• Enter the streaming URL of a licensed service.
• Assign the playlist to the global default or a queue.

Scenario 3: Seasonal announcements

• Create different playlists for Christmas, Easter, or summer holidays.
• Switch the global default playlist according to the season.

Best Practices

• Use royalty-free or properly licensed music to avoid legal issues.
• Combine music and promotional messages to use waiting times for marketing purposes.
• Keep the file size per track small to save storage on the PBX.
• Check the volume of the audio files—callers should hear the music clearly but not too loud.
• Test new playlists by calling a queue and checking the waiting state.
• Document which playlist is assigned to which call point to maintain an overview.