Switchvox - How do I change the music on hold for a call queue?

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.

In this article, we will:

• Create a new sound group and upload music

• Associate your custom music with a Call Queue

• Apply Music On Hold (MOH) changes

A. Create and populate a new MOH group:

1. Select Tools > Music On Hold > Groups tab > Create Group button

2. Fill in new group information details, then press Save Group

3. Select the Songs tab > Upload Songs button and upload your songs, to your new group

   • Songs must be .mp3 or .ogg file format

B. Link Call Queue to your custom music:

1. Select Setup > Manage > [your Call Queue] > Modify (pencil icon) > Caller Experience tab

2. Select Queue Callers Hear: Music On Hold > Music On Hold Group: [your MOH group] >  Save Call Queue

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

1. 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.