Purpose:
This document provides detailed instructions on how to create Music on Hold (MOH) categories, upload new music, and apply them across various parts of the Dataphone Phone System, including extensions, IVR menus, ring groups, and call center queues.
🎼 1. Understanding Music on Hold in Dataphone #
Music on Hold (MOH) is the audio that plays for callers while they wait — during call transfers, queues, or when they are placed on hold.
Depending on where you apply it, the MOH field will have different labels in the system:
| 📌 Component | 🏷️ Field Label in Settings |
|---|---|
| 📞 Extensions | Hold Music |
| ☎️ IVR Menus | Ringback |
| 👥 Ring Groups | Ring Back |
| 🎯 Call Center Queues | Music on Hold |
⚙️ 2. Applying MOH to Specific Components #
📞 A. Extensions (Hold Music) #
Use this when you want callers placed on hold by a specific extension to hear unique music.
- 📂 Navigate to Accounts → Extensions.
- 🖊️ Find the extension you want to update and click Edit.
- 🎵 Locate the Hold Music field.
- ✅ Select your desired MOH category.
- 💾 Save the changes.
☎️ B. IVR Menus (Ringback) #
The Ringback setting determines what callers hear while waiting for IVR actions to complete.
- 📂 Go to Apps → IVR Menus.
- 🖊️ Edit the IVR menu you want to update.
- 🎵 Locate the Ringback field.
- ✅ Choose your MOH category.
- 💾 Save the changes.
👥 C. Ring Groups (Ring Back) #
Ring Back music plays to callers while the system is attempting to connect them to group members.
- 📂 Navigate to Apps → Ring Groups.
- 🖊️ Edit the ring group you want to change.
- 🎵 Locate the Ring Back field.
- ✅ Select the MOH category you want.
- 💾 Save the changes.
🎯 D. Call Center Queues (Music on Hold) #
This MOH plays while callers are waiting in a queue for the next available agent.
- 📂 Go to Apps → Call Center.
- 🖊️ Edit the queue you want to configure.
- 🎵 Find the Music on Hold field.
- ✅ Select your MOH category.
- 💾 Save the changes.
