MOH-Music/Message On Hold Uploads

Edited: 04/16/2020
Access: Everyone
Supports: Business Voice, Business Voice+

If you experience difficulty trying to upload a customer's pre-recorded on hold message, try the following steps:

  1. Check the bitrate on the file you are attempting to upload. Use MS Explore to view the file attributes.
  2. Move your mouse over the file in MS Explore will display file details including the bit rate.
  3. If the Bitrate is 128kbps or greater either re-record using a lower Bitrate i.e. 64kbps or use file conversion software to convert the original file. This software is generally freely available on the internet. Files can be converted within seconds.

Reducing the Bitrate from 128kbps to 64kbps will dramatically reduce the file size so that it can be successfully loaded via the portal.

You can upload MOH files in any of the following popular formats:

  • 128bps MP3
  • 160bps AC3
  • 160bps MP2
  • 16bit Level5 FLAC
  • 16bit PCM WAV
  • 180bps WMA
  • Apple Signed 16bit PCM AIFF
  • OGG

Note: Maximum file size is 32MB. Remote phones will play custom playlists when someone is put on hold.

The G729 encoding that we use is more highly tuned for voice and therefore music, which utilizes a greatly expanded frequency range, will never sound exactly the same as the original source. However, by making careful selections the tonal quality is optimized. Please bear in mind that there can be Royalty License implications when uploading a music selection.

Related How to Use, Install, Configure and Support Topics

174 users have voted.

Technical Support

If you have any technical questions or need to get in touch with Tech Support, please email us at to open a ticket.

Customers With Disabilities

Sangoma values its customers with disabilities. If you are in need of assistance with a Sangoma service or feature, please email

Website Suggestion

Do you have a suggestion about our Knowledge Base website, let us know?