Configure Music on Hold for Hold, Hunt Group, and Call Distribution Group Scenarios

Overview

Music on Hold (MoH) can be customized for organization-wide hold audio, Hunt Groups, and Call Distribution Group or UCD routing scenarios. The process requires uploading a valid audio file before assigning it to the appropriate hold setting. MoH can also be applied in bulk at the site level by using site groups. This article outlines how to upload a new audio file, assign it to the required service, reset group-specific MoH to the default configuration, and apply changes in bulk where needed.

Solution

Prerequisites

Before changing any Music on Hold setting, upload the replacement audio file.

Audio file requirements

• The file must be in .wav format.

• The file name can contain letters and numbers only.

• Special characters are not supported in the file name.

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Step 1: Upload a New Audio File

1. On the menu bar, click Provision.

2. Select Services > Media.

3. Click ADD AUDIO FILE.

4. Click SELECT and browse to the new audio file.

5. Click Open.

6. Click UPLOAD.

After the file has been uploaded, it becomes available for assignment to hold services.

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Step 2: Change Music on Hold for All Subscribers

Use this procedure to update the default hold music at the organization level.

1. On the menu bar, click Provision.

2. Select Services > Media.

3. Click Manage Settings.

4. Select the checkbox beside Hold.

5. Click Edit.

6. Select the new audio file to be played.

7. Click Save.

After saving, the screen refreshes and the change appears in a processing state.

To confirm completion:

1. Refresh the screen.

2. Verify that the status changes to Ready.

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Configure Music on Hold for UCD and Hunt Groups

Use this procedure when a specific UCD or Hunt Group requires a different Music on Hold file.

1. On the menu bar, click Provision.

2. Select Services > Media.

3. Click Manage Settings.

4. Select the checkbox beside the required UCD/Hunt Group.

5. Click Edit.

6. Select the audio file to be played.

7. Click Save.

To confirm completion:

1. Refresh the screen.

2. Verify that the status changes to Ready.

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Reset Music on Hold for UCD and Hunt Groups

Use this procedure to revert a UCD or Hunt Group to the default Music on Hold configuration.

1. On the menu bar, click Provision.

2. Select Services > Media.

3. Click Manage Settings.

4. Select the checkbox beside the required UCD/Hunt Group.

5. Click Edit.

6. Click Reset.

After resetting, the screen refreshes and the change appears in a processing state.

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Bulk Music on Hold Changes via Site Groups

Music on Hold can also be assigned at the site level or in bulk through site groups.

1. On the menu bar, click Provision.

2. Select Users > Site Groups.

3. Under SITE GROUPS, select the group to update.

4. Click ADD MOH FILE.

5. In the AUDIO FILES popup window, select the required .wav files.

6. Click ACCEPT.

A status table is then displayed with the following information:

• Site Name

• Type

• Audio Files

• Submitted By

• Status

• Submitted Date

• Completed Date

Use this table to track the progress and completion of the submitted MoH changes.