This article explains how to configure Music On Hold (MOH) in LiveVox/SmartReach so that callers hear audio (music, messages, and so on) when placed on hold.

What Is Hold Music (MOH)?

Hold Music (also known as Music On Hold) is audio that plays to callers when their call is placed on hold. It helps reassure callers they are still connected and can be used to share branding, promotions, or informational content. 

Configuring Hold Music

To configure Hold music, complete the following steps:

1. Log in to the LiveVox/SmartReach PBX Admin Portal. 
2. Go to Phone System > Hold Music. The Music On Hold screen is displayed listing MOH entries.
3. Click Add MOH Steam. The Add MOH configuration screen is displayed.
   
4. Complete the following fields on the Basic Details tab. These settings determine how customers will hear the audio:
   • Name: A descriptive name for the hold music stream.
   • Rate: Playback sample rate (8000, 16000, 32000, or 64000).
   • Shuffle: Select Yes to randomize the audio order or No to play sequentially.
   • Channels: Select Mono or Stereo.
   • Interval: The time (in milliseconds) between audio loops (optional).

Adding Audio Files

After you have configured the basic settings for the Hold music, you can add audio files to the playlist.

1. Select the Audio tab.
2. From the Audio drop-down list, select an audio file. You must first upload the audio files. 
3. Click Add Audio.
4. Adjust the audio rows to reorder the playback sequence.
5. Click Save MOH. The new hold music is ready for you to assign.

Uploading Audio Files

To upload audio files so you can select them in during the MOH configuration:

1. In the PBX Admin portal, select Recordings.
2. Upload your audio tracks (.wav files). These files will appear in the Audio and Chimes drop-down lists when you are configuring the MOH. 

Best Practices

The following describes some best practices for your hold music:

• Use high-quality audio to ensure that the music is clear and professional.
• Consider adding on-hold messaging about services, FAQs, or wait times.
• If you are using multiple audio files, enable the Shuffle feature for variety.
• After saving, test your setup by placing a test call on hold.

Troubleshooting

Consider the following if you are experiencing difficulties:

• If the hold music does not play, verify that you have correctly uploaded and selected the audio files. 
• Ensure that any audio clips used comply with copyright rules.
• Consider paring down your playlist or reducing the sample rates, as these can impact audio performance. 

For additional information, see Configuring Phone Systems in the SmartReach Admin Guide.