Choose and request SmartPBX Music on Hold

Choose and request SmartPBX Music on Hold

Music on Hold is the audio a caller hears while a call is held or waiting in a feature that uses a hold-music source. SmartPBX support manages the account's audio library and account-wide or public-number assignments. A customer administrator may select an existing approved source where a supported feature exposes a Music on Hold selector.

Availability and service note: Custom Music on Hold depends on the account configuration and may require support work or an optional service change. A visible selector does not confirm that new audio can be uploaded from your role or that a particular track is approved for use.

>

Applies to SmartPBX version 1.9.5.

Before you start

  • Confirm that your organization owns or has permission to use the audio for callers.
  • Decide where the audio should play: account default, a public number, a specific extension, Basic Queue, paid Contact Center queue, or another approved feature.
  • Identify the current source and the source that should replace it.
  • Prepare a clean original audio file. SmartPBX support will confirm the accepted format and perform any required telephony conversion.
  • Choose a low-volume test period and record the current setting so it can be restored.

Choose an existing source in Basic Queues

Open Basic Queues, create or edit the intended queue, and review the Settings section. The exact choices depend on the approved audio sources available to your account.

Annotated SmartPBX Basic Queue Settings form highlighting the Music on Hold selector.

1Choose hold music: Select the approved source callers should hear while waiting in this queue. Keep default unless the implementation plan names a different source.

Save the queue only after its greeting, agents, routing, timeout destination, and hold music agree with the approved design. Saving a queue does not connect incoming calls to it; another route must point to the queue extension.

The paid Contact Center has its own Music on Hold selector in Contact Center Settings. Use the Contact Center setup guide when that service is licensed. Basic Queues and Contact Center are separate services and should not be configured as though they share one queue.

Request new or changed audio

Send SmartPBX support:

  1. Your account name and an authorized contact.
  2. The proposed audio file and a clear source name.
  3. Confirmation that your organization has the right to use the audio for callers.
  4. Every destination that should use it, such as a queue name and extension or a public number.
  5. Whether the change should replace the account default or apply only to named destinations.
  6. The requested activation date, test window, and rollback source.

Do not send confidential recordings, credentials, caller information, or licensed audio that your organization is not authorized to use.

Understand where the setting applies

  • Account default: Used by features that inherit the account's normal hold-music source. SmartPBX support manages this assignment.
  • Public number: Can set hold music before the call reaches later routing steps. SmartPBX manages public-number changes for customer accounts.
  • Basic Queue: A customer administrator can choose an existing approved source in the queue's Settings section when the control is available.
  • Paid Contact Center: A licensed administrator can choose an existing source in Contact Center Settings.
  • Extension or another feature: Availability depends on the account permissions and implementation. Request support when the intended control is missing or the scope is unclear.

Uploading a track does not make it active everywhere. Each intended destination must select or inherit the source, save successfully, and pass a controlled call test.

Test the result

  1. Save or have support apply the approved assignment.
  2. Call through the real entry point that reaches the affected destination.
  3. Place the test call on hold or allow it to wait in the intended queue.
  4. Confirm the correct audio, comfortable level, clean loop, and expected return from hold.
  5. Test a second destination that should remain unchanged.
  6. Restore the previous source and contact support if the audio is silent, distorted, unexpectedly loud, or applied too broadly.

When to contact support

Contact SmartPBX support to upload, replace, remove, or rename an audio source; change the account default or public-number assignment; confirm entitlement or billing; investigate missing selectors; or correct audio that is silent, distorted, delayed, or playing on the wrong destination.

Applies to SmartPBX version 1.9.5.