business voip

How to Set Up: Custom On-Hold Music

Music on Hold (MoH) is a service that plays music when you place a customer on hold. This service is turned on by default and will play generic music. Custom music can be uploaded so that when someone is placed on hold they hear whatever music you prefer to use.

How to format Music on Hold files:

All MoH files need to formatted to one of the following specifications:

  • .wav formatted
  • μ-law, PCMU or G711μ
  • 8 or 16 bit
  • Mono
Nextiva Music on Hold Files:
Nextiva has music on hold files that you are able to simply select and utilize. You can hear the files here:

How to upload Music on Hold files:

  1. Log into the CP Portal
  2. Click on Groups
  3. Click on Search to pull up a list of all the groups on the account
  4. Select the group that will have the Music on Hold updated. If you did not setup groups, then select the default group
  5. From the options menu select Services
  6. Under basic services select Music/Video on Hold
  7. Click on Group to set the group Music on Hold
  8. Choose Custom Music/Video File
  9. Click on Choose File to upload a new Music on Hold file
  10. Click OK

Now all calls that are placed on hold will have the new music.


There can be a separate Music on Hold file for each site/group on your account. If you have call centers or call queues setup, then each of those can have their own music, as well. Nextiva does not currently support streaming music for Music on Hold.

Internal calls can have different music, as well. On the Music on Hold page, select the tab Internal Calls Settings and check the box that says "Use Alternate Source for Internal Calls".

If you have any questions directly ask an Amazing Service Team member here or email us at

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