Music on hold | Hams AI Docs

Music on hold is the audio that a caller hears while the caller waits in a queue. A class holds a playlist of sounds. A queue uses one class. To give different queues different music, create more than one class.

Only administrators can see and change music on hold classes. A playlist can only hold sounds with the status Ready.

A music on hold class open on its playlist.

Fields

Field	What it does	Rules
Name	Names the class.	Required. 1 to 128 characters. Each class in the account needs a different name.
Playlist	Lists the sounds that play in order while a caller waits.	Only sounds with the status Ready. Each sound can be in a class one time. You can add sounds only after you save the class.

The list shows the Name and the number of Entries of each class.

Create a class

Upload the audio first. See Sounds.

Open the Music on Hold tab

Click Settings in the Cloud Call Center sidebar. Click the Music on Hold tab.

Open the form

Click Create MOH Class. The New MOH class drawer opens.

Name the class

Enter the Name. Click Create. The drawer closes.

Open the class

Click the row of the class. The drawer shows the Playlist.

Add the sounds

Click + Add sound. Select a sound. Repeat for each sound.

To change the order, drag a sound to a new place in the playlist. To remove a sound, click the trash icon on its row.

Assign a class to a queue

Select the class in the Music on hold field of the queue. If the queue has no class, it plays the default hold music. See Queues.

Delete a class

Select another class in each queue that uses the class before you delete it. The system does not delete a class that a queue uses. You cannot undo a delete.

To delete a class, open the actions menu of its row. Click Delete. Click Delete again in the dialog. The sounds stay in the Sounds tab.