What is music on hold?
Music On Hold (MOH) plays audio to callers when they are placed on hold. Audio can be the system default or a custom playlist selected from the Announcement Repository. Playlists are created at the global level and can be assigned to locations. Location administrators can assign playlists but cannot create, edit, or delete them.
Key limits and rules
Playlists per org: up to 1,000.
Files per playlist: up to 25.
Announcement repository size (org/global): 5 GB total; 1 GB per individual location.
Playlist storage: playlists are always saved at the global level; assigning a global playlist overrides previous location/organization assignments.
When assigned: a random file from the playlist is played; when a file ends another is randomly selected.
Restrictions: you cannot delete a playlist or an announcement that is currently in use; removing a playlist assignment reverts the location to the system default MOH.
Scope: playlist option is supported at Location level only; not supported for Call Queues, Users, or Workspaces.
Create and manage global playlists
Sign in to Control Hub.
Go to Services, then Calling, then Features.
On the Announcements tile click Manage, then Playlists.
You’ll see playlist details: number of files, associated locations, last modified.
Click Create Playlist, enter a Playlist name, then select files from the dropdown (organisation-level files). Click Create playlist.
To assign, edit, or delete a playlist: click the three-dot menu next to the playlist and choose Assign, Edit, or Delete.
To assign a playlist to locations: select Assign, pick one or multiple Locations, then click Save.
Configure Music On Hold for entities
Users:
Go to Management, then Users.
Select a user and open the Calling tab.
In Music on Hold, enable Play music when a call is placed on hold.
If disabled, enable MOH at the location level first (Enable Music on Hold in location settings).
Workspaces:
Go to Management, then Workspaces.
Select a workspace and open the Calling tab.
In Music on Hold, enable Play music when a call is placed on hold.
Virtual lines:
Go to Services, then Calling, then Virtual lines.
Select the virtual line, click Calling, and scroll to Music on Hold.
Enable Play music when a call is placed on hold.
Locations (recommended place to set playlists):
Go to Management, then Locations and choose a location.
Click the Calling tab and go to Call handling.
Under MOH choose either Call is placed on hold or Call is parked to apply audio.
Click Select music to open the Announcement Repository.
Play default music — use the system default.
Play custom music — select or upload a .wav or .wma file or choose an existing playlist (organization-level). Click Select file to assign.
Save changes.
Recommendations and housekeeping
Upload or record announcement files under Manage Announcement Repository before creating playlists.
Prefer playlists for variety; ensure each playlist contains multiple files where possible to avoid repeating the same file.
Keep a single canonical paragraph of file-format and size guidance in your repository documentation (use .wav/.wma and organization limits above).
When reassigning or deleting playlists, plan for fallback audio because locations revert to default MOH automatically.
Limitations (summary)
Playlists cannot be deleted while in use.
Announcements in use cannot be deleted from the repository.
Playlist assignment works only at the Location level; not supported for Call Queues, Users, or Workspaces.