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November 14-16

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How to set up Music on Hold

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


Don’t see this? Click here for previous versions.

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 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 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
  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 Music on Hold

Music on Hold (MoH) is an included service that plays music when you place a caller on hold. The service is turned on by default and will play a generic music file. Custom music can be uploaded so that when someone is placed on hold, your callers will hear whatever you prefer.


All MoH files must be formatted with the following specifications:

  • .wav formatted
  • μ-law, PCMU or G711μ
  • 8 or 16 bit
  • Mono

How to set up Music on Hold from the Nextiva Portal:

  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. From the Options menu in the left column, select Services then Music/Video on Hold under the Basic column.
  3. Click Edit to set the Music on Hold preferences.
  4. Choose which on hold scenarios for which you would like to receive custom Music on Hold.
  5. Click Choose File to upload your Music on Hold file and click OK

NOTE: If you receive any errors regarding the size or format of the file you are trying to upload, please contact Nextiva’s support department and We can format the file for you. To contact our support team please email us at support@nextiva.com, Submit a Ticket, or give us call at 800.285.7995.

  File types Back to NextOS 3.0
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