Switchvox - How to change the music on hold for a call queue

Table of Contents

1 Create a new sound group and upload music
2 Associate your custom music with a Call Queue
3 Apply Music On Hold (MOH) changes

Many businesses prefer to play custom messages, to give important announcements or offer promotions. You can use a Call Queue to manipulate what callers hear before the call is connected.

Create a new sound group and upload music

Create and populate a new MOH group:

Select Tools > Music On Hold > Groups tab > Create Group button
Fill in new group information details, then press Save Group
Select the Songs tab > Upload Songs button and upload your songs, to your new group
- Songs must be .mp3 or .ogg file format

Associate your custom music with a Call Queue

Link Call Queue to your custom music:

Select Setup > Manage > [your Call Queue] > Modify (pencil icon) > Caller Experience tab
Select Queue Callers Hear: Music On Hold > Music On Hold Group: [your MOH group] > Save Call Queue

Apply Music On Hold (MOH) changes

Force Call Queue to play new MOH group: (Note, this step drops any active calls)

Restart Switchvox, select either
- Tools > Music On Hold > Songs tab > Restart Software
- Server > System Reload > Restart Software

Callers waiting on hold, in your Call Queue, will now hear your new custom music along with announcements or promotional offers. Test and confirm changes by calling the Call Queue.