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

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

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

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

image.png

image.pngAlt 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.

image.png

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

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 with Call ID & department name.

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