business voip

How to Set Up: Custom On-Hold Music

NextOS 3.0: How to set up Music on Hold for a location

Music on Hold allows you to upload an audio file to play for your customers while they are on hold, in queue, or being transferred. Follow the instructions below to set up this feature:

  1. For Administrators, log in to the NextOS 3.0 Beta portal by visiting www.nextiva.com and clicking on the customer Login found at the top right.
  2. Log in to the NextOS 3.0 Beta portal with your login credentials.
  3. From the main dashboard, click Manage in the Locations tile (Figure 1-1). Figure 1-1: Manage Locations
    Don’t see this? Click here for previous versions.
  4. Hover your cursor over the location for which you want to configure Music on hold, and click the pencil icon to the right (Figure 1-2). Figure 1-2: Edit Location
  5. Scroll down and select the Location Features section (Figure 1-3). Figure 1-3: Location Features Section
  6. Click the pencil icon to the right of Music on hold (Figure 1-4). Figure 1-4: Edit Music on Hold
  7. Hover your cursor over the Default entry, and click the pencil icon to the right (Figure 1-5) Figure 1-5: Edit Default File
  8. Enter the required information as indicated below (Figure 1-6):
    • Department: this is the department within the location that will utilize the selected Music on hold file. Do not select a department if you want the Music on hold to be used for the entire location.
    • Enable music during Call hold: select this check box to play music while a caller is on hold. This option is selected by default.
    • Enable music during Call waiting: select this check box to play music if you receive another incoming while you are already on the phone. This option is not selected by default.
    • Enable music during Call park: select this check box to play music when you park a call. This option is selected by default. Figure 1-6: Music Settings
    • Preferred audio codec: select G_711 from the drop-down list. This is the audio codec supported by Nextiva (Figure 1-7). Figure 1-7: Default Attributes
    • System-defined music: select this radio button to use the system default music on hold. To hear what this sounds like, call into the location’s phone number, and put yourself on hold (Figure 1-8).
    • Custom music file: select this radio button to specify a custom music file that should play when callers are placed on hold, and then select the file from the drop-down list to the right. If you do not see any files listed, you will need to upload a file to the Announcement Repository. Figure 1-8: Selecting Custom or System-Defined Music
    • Nextiva has music on hold files that you are able to simply select and utilize. You can hear the files here:

    • Option 1: Listen | Download
    • Option 2: Listen | Download
    • Option 3: Listen | Download
  9. Click the Advanced settings link at the bottom of the Music on hold menu (Figure 1-9). Figure 1-9: Advanced Settings Link
  10. Enter the required information as indicated below (Figure 1-9):
    • User alternate source for internal calls: select this check box to have a different music file play for internal callers (other users on your account).
    • Preferred audio codec: select G_711 from the drop-down list. This is the audio codec supported by Nextiva (Figure 1-7). Figure 1-10: Alternate Source Audio Codec
    • System-defined music: select this radio button to use the system default music on hold. To hear what this sounds like, call into the location’s phone number, and put yourself on hold (Figure 1-11).
    • Custom music file: select this radio button to specify a custom music file that should play when callers are placed on hold, and then select the file from the drop-down list to the right. If you do not see any files listed, you will need to upload a file to the Announcement Repository. Figure 1-11: Alternate Source – System or Custom Music
  11. Click the green Save button at the bottom of the Push to talk menu. A pop-up message appears stating the music on hold configuration for the location was successfully updated (Figure 1-12). Figure 1-12: Confirmation Message

The new Music on hold settings will be changed immediately, and any calls placed on hold after completing these steps will hear the new hold music.

NextOS 2.0: How to set up Call Notify


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. For administrators, log in to the NextOS Portal by going to www.nextiva.com and selecting Customer Login from the top right corner. Enter your login credentials and click Sign in. Select Sites & Employees then click on Login under the Admin Login column.
  2. Click on Announcement Repository.
  3. Click the Add button to begin the upload process.
  4. Name your announcement, and then click on Choose File to upload a new Announcement.
  5. Select your file and click OK.
  6. Click Services in the left-hand options menu then click Music/Video on Hold.
  7. Click the edit link for the group level option.
  8. Click the radio button next to Custom Music/Video File.
  9. Select the Announcement you added from the drop-down list.
  10. Click OK.

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

Options

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 support@nextiva.com

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