What is Music on Hold in MyOperator and how do I enable custom MOH per department?

Quick answer — Music on Hold (MOH) replaces the default ringback tone with your own audio while MyOperator is connecting a caller to an agent or queue. You can upload any licensed .mp3 file and assign it to each department/flow in less than five minutes. Transfer-hold music is system-defined and cannot be customised.

When should I use this guide?

Use these steps if you want callers to hear a branded message or light music instead of the standard ringing sound during the connecting phase of an inbound call.

1 — When does MOH play?

• Connecting phase – callers hear MOH while the system dials agents or ring groups.
• Transfer phase – callers hear system hold music (not customisable).
• Ringback vs MOH – ringback is the standard ringing tone; MOH replaces it with your audio.

2 — Prerequisites

Watch the video walkthrough

3 — Upload audio to the library

1. Sign in to the MyOperator Dashboard.
2. Navigate to Design Call Flow → Audio Library.
3. Click Add files and choose your .mp3.
4. (Optional) Rename for clarity.

Alt text: Upload Audio to the library

4 — Assign MOH in a call flow

1. Return to Design Call Flow and open the target department.
2. Click Advanced Settings → Callflow Settings (Advanced) → Edit.
3. Toggle Music on Hold to On.
4. Select your uploaded file from the dropdown.
5. Click Save and Publish if prompted.

Alt text: Assign MOH in a call flow

5 — Verify it works

1. Place a test call to the department.
2. During connection, confirm you hear your custom audio, not ringing.
3. Go to Reports → Call Logs and verify the call passed through the MOH-enabled flow.

6 — Best practices & flip-side limits

Best practices:

• Keep tracks short (15–30 s) and loop-friendly.
• Start with a brief voice message, then fade into light music.
• Normalise volume to avoid clipping on mobile speakers.

When custom MOH does NOT work?

• During attended or blind transfers, system music plays instead.
• If the MOH toggle is OFF or the wrong flow is edited, callers will still hear ringback.

7 — Troubleshooting

Escalate unresolved issues via Dashboard → Help → Live Chat or email support@myoperator.com with Call ID & department name.

Keywords: music on hold, MOH MyOperator, custom ringback, upload hold music, department-level MOH

Updated on: 01/12/2025