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

| Tip
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.

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## 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.

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## 2 — Prerequisites

| Requirement | Where to check | Notes |
| --- | --- | --- |
| Editor/Admin rights | Dashboard → Users | Needed to edit call flows |
| Licensed .mp3 audio | Local drive | 128 kbps, ≤ 1 MB recommended |
| Target department/flow | Design Call Flow | Know where to assign MOH |

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## Watch the video walkthrough

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## 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.

![](https://content.api.getguru.com/files/view/3380c25e-5d6f-4a68-b74e-3464dae10e39)

![](https://content.api.getguru.com/files/view/06236105-5078-4a98-8835-6eb733d64cdb)

_Alt text: Upload Audio to the library_

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## 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.

![](https://content.api.getguru.com/files/view/aaa98f19-6119-46b9-a4c5-18c5379bdc52)

_Alt text: Assign MOH in a call flow_

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## 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.

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## 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.

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## 7 — Troubleshooting

| Symptom | Likely cause | Fix |
| --- | --- | --- |
| The caller hears ringing | MOH toggle off or wrong flow edited | Enable MOH & republish |
| Dead air / very quiet | File volume too low | Re-export at -16 LUFS, re-upload |
| Wrong track plays | Multiple MOH files; wrong one selected | Pick the correct file & publish |
| Upload fails | File not .mp3 or > 2 MB | Convert to .mp3, compress |

Escalate unresolved issues via Dashboard → Help → Live Chat or email [support@myoperator.com](mailto:support@myoperator.com) with Call ID & department name.

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