Music On Hold
Music On Hold (MOH) lets you set up audio program(s) for callers to hear when they are not actively on a call (i.e., on hold, waiting in a queue, parked, or being transferred). Although the audio in MOH is referred to as ‘songs’, you can also include custom announcements, and update them as often as you like. It’s a great tool for communicating with your customers.
MOH is organized in groups of songs. Most MOH situations use the default group, which you can customize by adding and deleting songs. MOH in a call queue can use any group. For example, you can create a MOH group with announcements about special offers, and assign that group to your sales call queue.
The default MOH group is a selection of classical songs. You can add songs to this group, and delete any songs that you don’t want.
Switchvox supports MP3 and Ogg Vorbis codecs for MOH files. This means that any file you want to use for MOH needs to end in .mp3 or .ogg, or it won’t play properly.
CAUTION: After making any changes to MOH songs or groups, you must press the red Restart Software button before the changes take effect. This restarts the Switchvox PBX, which will drop any active calls.
Managing Music On Hold
The MOH Main page lists All Songs in MOH. For each song, it lists its group, play order, and date added. To sort by column data, click that column name, and click it again to toggle ascending/descending order. You can also play the files.
To list all of the groups, select All Groups and click Go.
To list the songs in a group, select the group name and click Go.
Adding a Group
To add a new group, select Group from the Add New dropdown, then click Go. This displays the Create Music On Hold Group page.
Enter/select the following:
Group Name. A unique name for this group.
Description. a unique name for this group
Play Volume. Select Soft, Normal, Loud or somewhere in between on the adjustable slide bar.
Play Order. Select Chosen Order, which plays in the order displayed in the list, or
Random, which randomly plays all the songs in the list.
When finished, click Create Group to save your new group and go back to the Music on Hold page. A success message indicates the group was created, and the group list includes the new group highlighted in blue.
Modifying a Group
To modify a group, select All Groups from the View dropdown, then click Go. This displays the list of groups. Click Modify for the group you want to make changes to.
This displays the Music On Hold Group page. Make your changes, then click Modify Group to save your changes and go back to the Music on Hold page. A success message indicates that the group has been modified.
Deleting a Group
To delete a group, select All Groups from the View dropdown, and click Go. This displays the list of groups. Click Delete for the group you want to delete. Be sure you really want to delete the group, then click Yes, Delete Group. This redisplays the Music On Hold main page, and a message indicates that your group has been deleted.
Uploading a Song
Song to Upload
Select Upload Song from the Add New dropdown, then click Go. This displays the Upload Song page.
Click Browse, then use the dialog box to locate the file on your machine.
Select the file that you want to upload, then click OK. This closes the dialog box and puts the name of the file in the Song to Upload box.
NOTE: The file must be .mp3 or .ogg.
Select a group this song should belong to from the Add to Group dropdown.
Click Upload Song. The Upload Song Main page is displayed again, with a success (or failure) message, and the new song is listed.
Moving or Copying Songs
To move song files to a different group, check the box for each song that you want to move, select the new group from the Move To dropdown, then click Move To. The song list is refreshed and reflects this change.
To copy song files to a different group, check the box for each song that you want to copy, select the new group from the Copy To dropdown, then click Copy To. The song list is refreshed and reflects this change.
Deleting Songs
To delete song files, check the box for each song that you want to delete, then click Delete. Review the list of songs that will be deleted, be sure that you do indeed want to delete them, then click Yes, Delete Files. The files are permanently deleted, the Music on Hold page is displayed, and a success message indicates that the files were deleted.