Every business puts callers on hold: while a call is transferred, while a colleague checks an order, or while the caller waits in a queue for the next free agent. What they hear in those seconds shapes what they think of you. Silence makes callers think the line has dropped; a harsh, looping tune makes them hang up. This guide explains how music on hold works on an IP PBX, how to mix music with useful on hold messages, and how to set it up on Voxdial IP PBX.
What is music on hold?
Music on hold (MOH) is the audio a phone system plays to a caller who is waiting: on hold during a call, being transferred, ringing a group of phones or waiting in a call queue. On an IP PBX, MOH is a set of audio files stored on the system, so you choose exactly what callers hear, and you can play different audio in different places.
Music, messages or both?
There are three kinds of audio a waiting caller can hear:
| Type | What it is | Best for |
|---|---|---|
| Music on hold | Background music, looping | Short holds and transfers |
| On hold messages | Short recorded messages about your business | Longer waits, sharing useful information |
| Queue announcements | A message played to callers waiting for an agent | Call centres and busy support lines |
Most businesses do best with a mix: calm music, broken up every 30 to 60 seconds with a short message that tells the caller something useful.
Setting up music on hold in Voxdial IP PBX
MOH categories
In Voxdial, music on hold is organised into categories. Each category holds one or more uploaded audio files, and a category with several files plays them as a rotating playlist. You might create:
- Default: calm instrumental music for general holds
- Sales: music with short messages about your products
- Support: music with self-help messages
- Festive: seasonal audio for a few weeks of the year
Where each category plays
Different parts of the system can be pointed at different categories:
- Incoming routes: each published number can have its own hold audio, so callers to the sales number and the support number hear different things.
- Ring groups: the audio callers hear while the team’s phones ring.
- Follow me: what callers hear while the system tries a person’s mobile.
- Call centre queues: the music played to callers waiting for an agent in each inbound group.
This is what makes MOH useful rather than decorative: a caller waiting for accounts can hear about online payments, while a caller waiting for service hears how to book a visit.
Adding on hold messages and announcements
Recorded messages live in the System Recordings library. You upload an audio file, give it a clear name, and the system converts common audio formats into the formats the phone system needs. The same recordings can then be used across the system:
- Announcements: play a message, such as “this call may be recorded”, then send the caller on to the next step. You can set how many times it repeats, and whether callers can press a key to skip it.
- Queue announcements: each call centre queue can play a call waiting announcement to callers while they wait, alongside the queue’s hold music.
- Timed queue steps: in Voxdial Contact Center, call actions can play a message after a set wait, for example after 60 seconds, and then take further steps such as moving the call. See call queue management for how to plan them.
What to say in on hold messages
Good on hold messages are short and useful. Ideas that work for Indian businesses:
- Your website, WhatsApp number or app for faster self-service
- Opening hours, especially before holidays
- How to pay a bill, book a service or check an order status
- A new product, branch or offer, kept to one sentence
- Languages: record key messages in English and the local language your callers speak
Avoid “your call is important to us” on a loop. Callers have heard it too many times to believe it.
Using music legally
Popular film songs and chart music are protected by copyright. Use music you have the right to play: royalty-free or licensed tracks, or audio produced for your business. The Voxdial manual makes the same point: make sure you have the right to play any music you upload as hold audio.
Audio quality tips
Phone lines carry a narrow range of sound, so music that sounds rich on speakers can sound muddy on hold.
- Choose simple instrumental music without heavy bass.
- Keep the volume even, so messages are not louder than the music.
- Record messages in a quiet room, and speak a little slower than normal.
- Upload clean files and let the system convert them, rather than converting them yourself several times.
- Call your own number and listen on a mobile before you go live.
A simple setup for a small office
- Create one default MOH category with two or three calm tracks.
- Record three short messages: welcome, website and WhatsApp, and opening hours.
- Add the messages as files in the same category so they rotate with the music.
- Point your main incoming route and reception ring group at the category.
- Review the audio every quarter, and change seasonal messages on time.
For the menu callers hear before they are put on hold, see our guide to IVR call flow design, and for the full set of features, our IP PBX features list.
BitVoice sets up music on hold, announcements and queue messages as part of every Voxdial IP PBX installation. Talk to our team to plan yours.
FAQs
What is music on hold?
It is the audio a phone system plays to callers who are waiting: on hold, being transferred, ringing a group or waiting in a queue.
Can different departments have different hold music?
Yes. In Voxdial IP PBX you create MOH categories and point incoming routes, ring groups and queues at different categories.
Can I play messages instead of music while callers wait?
Yes. Add recorded messages to an MOH category so they rotate with the music, or use announcements and queue announcements to play messages at set points.
Can I use any song as hold music?
Use only music you have the right to play, such as royalty-free or licensed tracks, or audio produced for your business.
