Webex music on hold

Music on hold (MOH) plays audio to callers when they’re placed on hold. That can be the system default or a custom playlist selected from the Announcement Repository.

Playlists are created at the global level and can be assigned to locations. Location administrators can assign playlists but cannot create, edit or delete them.

• Playlists per org: up to 1,000
• Files per playlist: up to 25
• Announcement repository size (org/global): 5GB total, 1GB per individual location
• Playlist storage: playlists are always saved at the global level. Assigning a global playlist overrides previous location/organisation assignments
• When assigned: a random file from the playlist is played. When a file ends another is randomly selected
• Restrictions: you can’t delete a playlist or an announcement that is currently in use. Removing a playlist assignment reverts the location to the system default MOH
• Scope: playlist option is supported at Location level only, not for call queues, users or Workspaces

1. Sign in to Control Hub
2. Go to Services, then Calling, then Features
3. On the Announcements tile click Manage, then Playlists

1. • You’ll see playlist details: number of files, associated locations, last modified

1. Click Create Playlist, enter a Playlist name, then select files from the dropdown (organisation-level files). Click Create playlist
2. To assign, edit or delete a playlist: click the three-dot menu next to the playlist and choose Assign, Edit or Delete
3. To assign a playlist to locations: select Assign, pick one or multiple Locations, then click Save

Users:

1. Go to Management, then Users
2. Select a user and open the Calling tab
3. In Music on Hold, enable Play music when a call is placed on hold
4. If disabled, enable MOH at the location level first (Enable Music on Hold in location settings)

Workspaces:

1. Go to Management, then Workspaces
2. Select a workspace and open the Calling tab
3. In Music on Hold, enable Play music when a call is placed on hold

Virtual lines:

1. Go to Services, then Calling, then Virtual lines
2. Select the virtual line, click Calling and scroll to Music on Hold
3. Enable Play music when a call is placed on hold

Locations (recommended place to set playlists):

1. Go to Management, then Locations and choose a location
2. Click the Calling tab and go to Call handling
3. Under MOH choose either Call is placed on hold or Call is parked to apply audio
4. Click Select music to open the Announcement Repository

1. • Play default music: use the system default

1. • Play custom music: select or upload a .wav or .wma file or choose an existing playlist (organisation-level). Click Select file to assign

1. Save changes

• Upload or record announcement files under Manage Announcement Repository before creating playlists
• Prefer playlists for variety. Ensure each playlist contains multiple files where possible to avoid repeating the same file
• Keep a single canonical paragraph of file format and size guidance in your repository documentation (use .wav/.wma and organisation limits above)
• When reassigning or deleting playlists, plan for fallback audio because locations revert to default MOH automatically

• Playlists can’t be deleted while in use
• Announcements in use cannot be deleted from the repository
• Playlist assignment works only at the Location level, not for call queues, users or workspaces