A music on hold file is what callers hear while they wait - in a queue, on a parked call, during a transfer. Upload audio tracks and reference them from queues, call flow steps, or as the tenant-wide default.
Overview
A music-on-hold record is a named audio file you can reference from three places, where more specific assignments override more general ones:
| Surface | What it controls |
|---|---|
| PBX-wide default | Played whenever no more-specific hold music is set. Configured on the PBX settings page. |
| Per queue | Played to callers waiting in this specific queue. Set on the Queue record's Music on hold field. |
| Per call flow step | Played during a specific routing step (Ring user, Dial group, Ring external number, Enter queue). |
What it does
The file plays during every wait period: in a queue (on continuous loop between rings), during a transfer while the bridge is set up, and on a parked call until it is retrieved. Replacing the audio takes effect on the next call that uses it, with no preview or staging.
See also
- Queues - the most common consumer.
- Announcements - separate but related: spoken-word audio for IVRs and call flows.
- Sound files - the dashboard that groups all three audio types.