Cisco Phone System

How to Add On-Hold Music to a Cisco Phone System

If you’re using a Cisco phone system like the UC500 Series or Unified Communications Manager (CUCM), setting up custom on hold messaging is easier than you might think, and it can make a big difference for your business. Instead of playing silence or generic tones, you can deliver high-quality, branded audio that informs, engages, and retains callers.

Cisco phone systems are powerful and flexible, supporting external music on hold (MOH) sources through both hardware and software configurations. Whether you’re running a small business setup or a larger enterprise configuration, the process follows a few basic principles.

Why Add Custom On-Hold Messaging?

Before we get technical, it helps to understand why small and mid-sized businesses benefit from adding on hold messaging:

• Promote services, upcoming events or offers while callers wait

• Reduce hang-ups by making the hold experience more pleasant

• Present a professional image with branded audio

• Answer common questions (like hours, location, etc.)

According to industry research, callers are far more likely to stay on the line when they hear professionally produced messaging versus silence or poorly chosen background music. That’s why many companies, big and small, are upgrading their phone systems with branded on hold audio.

Step 1: Choose the Right Format

Before diving into configuration, the first thing you need is the right audio file format. Cisco phone systems typically require:

• G.711 µ-law WAV format

• 8 kHz sampling rate

• 8-bit mono

This ensures compatibility with the codec used by Cisco phones and avoids playback issues.

If you’re working with COHM, we’ll provide audio that is preformatted for Cisco systems, so you don’t have to worry about technical details like encoding or file conversion.

Step 2: Understand Your Cisco Environment

There are a few different Cisco environments you might be working with, including:

Cisco Phone System: Unified Communications Manager (CUCM)

CUCM is Cisco’s enterprise-grade call processing system. On hold audio is configured at the server level and assigned through device pools or individual phones.

Cisco Phone System: UC500 Series or CME (CallManager Express)

These systems are typically used in smaller business settings. Configuration is usually done through the router interface or Cisco Configuration Professional (CCP).

The instructions may vary slightly depending on your system, but the core principles are the same.

Step 3: Uploading MOH Audio in CUCM

If you’re using Cisco Unified Communications Manager:

1. Log in to the CUCM Admin Portal
2. Navigate to Media Resources > Music On Hold Audio Source
3. Choose an existing MOH audio source or create a new one
4. Upload your G.711 µ-law WAV file
5. Assign the MOH audio source to the Media Resource Group (MRG) and Media Resource Group List (MRGL) used by your device pools
6. Save and apply the changes

Once applied, any phone assigned to the correct MRGL will play your custom on-hold audio when callers are placed on hold.

Step 4: Setting MOH in CallManager Express (CME)

For businesses using CallManager Express via a Cisco router, follow these basic steps:

1. Log into your Cisco Router via CLI (Command Line Interface)
2. Upload your formatted WAV file to the router’s flash memory using TFTP or FTP
3. Configure the audio file as the MOH source in your router config
4. Save your configuration

You can then test your on-hold function by calling in and placing the call on hold to confirm the audio plays correctly.

Step 5: Testing and Troubleshooting

Once you’ve uploaded and assigned your audio:

• Call your system from an external line

• Place the call on hold

• Listen for your audio file

If you hear nothing or static:

• Double-check your file format (G.711 µ-law, 8kHz, 8-bit mono)
• Confirm it’s assigned correctly in CUCM or CME
• Check speaker volume or routing settings on the phone system
• If needed, COHM can help you troubleshoot and ensure your system is fully functional.

Optional: Use Multiple MOH Files for Different Departments

Cisco allows for the use of different MOH files depending on the call routing or line group. For example:

• A sales department could have a promotional message
• A support team could play estimated wait time reminders
• A general reception line could feature your business hours or services

This lets you fine-tune the caller experience depending on who they’re trying to reach.

Pro Tip: Use Professionally Produced Audio

Once you’ve connected your device, the next question is: What will callers hear?

Many businesses try to use music apps, personal playlists, or homemade recordings—which can come across as unprofessional, or even illegal if the audio isn’t properly licensed.

Here’s what COHM provides instead:

• 📜 Custom scripting tailored to your brand
• 🎤 Professional voice recordings
• 🎶 Licensed background music
• 🔁 Seasonal updates, so your message stays fresh
• 🎧 File delivery in the exact format your Mitel system requires

This way, every caller hears something that reflects your brand voice—and doesn’t sound like elevator music from the ’90s. We write the script, record the message with a voice that matches your brand, and deliver the files in your required format—ready to go into your phone system.

Cisco Phone Systems & On Hold Marketing

Adding custom on-hold music or messaging to your Cisco phone system is one of the simplest ways to elevate your business communication. With the right setup, you can turn every hold moment into an opportunity—to educate, market, and engage.

At COHM, we specialize in creating professional on-hold audio formatted specifically for Cisco systems. From scriptwriting to voice recording and formatting, we handle everything so you can focus on your business.

With the right setup, you can:

• Promote your business while callers wait
• Improve the caller experience
• Build brand credibility
• Reduce hang-ups and missed opportunities

Whether you want to stream live music, play seasonal promos, or share important announcements, a custom on-hold message can be a powerful tool.

Need help with the audio or setup?

👉 Contact us to get started with custom on-hold audio that sounds as good as your business looks.

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