Custom Music on Hold (MOH)

Custom Music on Hold (MOH)

Upload your own audio and assign it to numbers, queues, or the system default.

Requirement. The MOH feature must be enabled on your account before you can upload or assign custom audio.

1) Open the MOH menu

  1. Sign in to your SmartPBX web portal.
  2. Top bar: Applications ➝ Music On Hold.


2) Create the first category and upload audio

Important. A category cannot be created empty. You must name the category and upload at least one file in the same action.
  1. In Music On Hold, choose +Add.

  2. Click the + next to Category.

  3. Enter a category name (e.g., Company Hold Music, Holiday Message).
  4. Select your audio file to upload, then confirm/save. This simultaneously creates the category and places the file inside it.

  5. Repeat to add more files to the same category if desired.

File guidance. Use .wav. For telephony clarity, PCM WAV (16-bit, mono, 8 kHz or 16 kHz) is recommended. Keep levels consistent and avoid clipping.

3) Apply the category to call flows

Assign where callers should hear this music when placed on hold.

Phone Numbers (Inbound Routes)

  1. Go to Dialplan ➝ Phone Numbers.

  2. Edit the target number.
  3. Find the Music on Hold setting under Advanced and choose your custom category.

  4. Save/apply.

4) Test

  1. Call the number you updated.
  2. Place the caller on hold or route into a queue/ring group.
  3. Confirm the correct audio plays.
  • Large or highly compressed files may be rejected or sound degraded after transcoding.
  • Short loops (30–90 seconds) with smooth fades reduce audible restarts.
  • Changes take effect after saving/applying in the respective screen.