This article provides an overview of the new Music on Hold page available in the Portal starting with Stratus v43, and explains how to configure custom music and messages.

The purpose behind custom MoH (music on hold) is that messages can be stitched into the currently playing audio. e.g. While a customer is on hold, the music can now be briefly interrupted with a message, such as: "Your call is important to us. Please wait on the line and an agent will be with you shortly." This is often called a "comfort message" - a message or recording that reassures the caller to not hang up. The message can be used for advertising, for updating wait time, and more, and is configurable (time between messages, copying messages, etc.). 

 

Music on Hold Page Layout

There are five different UI layouts for MoH:

(1) Domain Level MoH Layout

(2) "Domain User" MoH Layout

(3) Call Queue MoH Layout

(4) Site MoH Layout

(5) User MoH Layout.

There are important differences between these UI layouts as discussed in this section.

 

(1) Domain Level MoH Layout

Domain Level MoH Layout - Inventory Table for Music on Hold

Office Manager scopes and above have access to the domain level MoH layout. By default, this table lists all users and call queues with music on hold. Uncheck "hide users without Music on Hold" to view all call queues and all users regardless of whether they have MoH or not. 

The Domain User is also present in this list. By default, "hide system users" is unchecked on this page. If it is checked, then the domain user will be hidden. When a new domain is created, then the system creates a new user named 'domain'. This user houses all default greeting files and images for the domain. 

Inherit is a term that users may see in these rows to the direct left of either music or messages. This means that particular user or call queue is using music or messages that is inherited from the site or organization. 

(2) "Domain User" MoH Layout

"Domain User" MoH Layout - Music/Messages Panels for the Domain

As stated in the previous section, when a new domain is created, then the system creates a new user named Domain User. This user houses all default greeting files and images for the domain. 

There is a toggle for enabling or disabling music on hold on the domain user's MoH page. This enables or disables MoH for the entire domain.

 

(3) Call Queue MoH Layout

Call Queue MoH Layout - Music/Messages Panels for the Call Queue

This is the MoH page inside of a call queue. It is accessible from an Office Manager scope and above by either (1) selecting a particular call queue in the Domain Level MoH Layout inventory table or by (2) clicking the "edit MoH" music note icon across from a particular call queue on the Call Queues page.

The Call QueueMoH Layout displays the options for randomizing music, the time between messages, and to add/remove music and messages. 

 

(4) Site MoH Layout

Site MoH Layout - Music/Messages Panels for the Site

This is the MoH page inside of a Site. It is accessible from an Office Manager scope and above by clicking the "edit MoH" music note icon across from a particular site on the Users page in the "Sites" tab. 

The Site MoH Layout displays the options for randomizing music, the time between messages, and to add/remove music and messages.

 

(5) User MoH Layout

User MoH Layout - Music/Messages Panels for the User

Above is an example MoH page from the perspective of a Basic User scope. Basic Users and Call Center Agents access this page directly from the Music on Hold page. These user scopes do not have access to the MoH inventory table or the Domain User, and this is the only screen they see. 

Office Managers and above can access the User MoH Layout by navigating to their user name dropdown >My Account and then clicking on the Music on Hold page. 

The ability to "copy and modify" music and messages from the site is only available when there are no music/messages already in the table. 

 

Add & Copy Music / Messages

Music can be added and copied from all Music on Hold user interfaces (UI) except for the Domain Level Layout where only the MoH inventory table is available. This section uses the Call Queue MoH Layout as an example for adding and copying music / messages.

1. In the portal, navigate to Call Queues. Across from a call queue, select the option to "Edit MoH". 

2. To add music or messages, click on the respective buttons on the MoH screen: Add Music or Add Message. 

For music, follow the prompt to upload an audio file and type in a descriptive name. 

For messages, select from the following options: 

• Wait Status Updates: this will calculate and announce the estimated wait time and/or current queue position in a call queue
• Text-To-Speech: type the message and it will translate it to audio
• Upload: select a file
• Record: receive a call to record a message

3. To re-order music or messages, drag and drop the row. Then click Save. Music and Messages can be re-ordered at the same time. 

 

4. Copy an existing message by clicking on the "copy" icon within the row action tools. Clicking this will add the same message to the bottom of the list with "Copy" appended to the message name.

After the copy saves:

 

5. Copy and modify the music from the organization is an available selection in all Music on Hold user interfaces (UI) except for the Domain Level Layout where only the MoH inventory table is available. 

If a user or call queue decides to copy music and/or messages from the organization, these become "static". While a user's UI is empty, they are dynamically inheriting their organization's defaults. 

After choosing to "copy and modify...", users can then modify or delete these music/messages as needed. This does not modify or delete the message/music from the entire organization. It only modifies it for the user or call queue - whoever is making the change. 

There are two instances where the "copy and modify" option is not available: (1) if the user has added their own custom music and/or messages; (2) if the organization does not have music or messages set. 

 

Randomize Music & Time Between Messages

Previously in the "Settings" modal, randomize music and time between messages is now available in both panels on the Music on Hold page. 

These options are available at all levels except for the Domain Level Layout where only the MoH inventory table is available. 

This section uses the Call Queue MoH Layout as an example for randomizing music and setting the time between messages. 

1. Navigate to the Call Queue screen and select the "Edit MoH" icon across from a call queue.

2. Randomize Music randomly orders the music when a user is calling in and is put on hold. 

3. Time Between Messages is a slider (in seconds) of increments of 5. The range is from 15-120 seconds and defaults to 30 seconds. This will set the time between the end of one message and the start of the next one; within each of these breaks the music will resume.

 

Inheritance

Music and messages are inherited separately. One can be inherited without the other and vice versa. The more granular the level, the more priority. Continue reading for important clauses and things to remember:

Randomize / Time Between

Settings are inherited along with their corresponding table. The setting to "Randomize" is inherited along with music. The setting for "time between messages" is inherited along with messages. 

No Music / No Messages

 A user is able to set their own music and messages. If the user does not set either of these, they will automatically inherit from first their site and then if their site is empty as well, then finally from their domain. In this specific situation, the Portal will not display what a user has inherited. Inheritance is happening "behind the scenes". Their tables will appear blank. 

In order for the user to see and modify what they have inherited, then they must select "copy and modify [...] from the organization". However, at this point, after clicking to copy, now their music/messages are static and no longer dynamically inherited. To revert back to dynamically having the latest organization defaults, the user would have to delete all of their rows back to a blank UI. 

Copy & Modify From Site/Organization

The option to "copy and modify" in each of the tables is only present when there is no visible music and there are no visible messages (the user has set neither of them up). After a user has added their own music or their own messages, the option to copy is gone. They can delete all of their own added rows in order to view the copy option again. 

"Introduction" Greeting

The introductory greeting is an audio prompt with similar language to this: "Welcome to Company XYZs Internet based communication system powered by SpectrumVoIP."

When it is inherited, this greeting exists in the first row of the Messages table by default. If a user has added custom music to their account, then they will no longer be able to inherit their site or domain "introduction" greeting.