Mitel Phone System

How to Connect an On-Hold Device to a Mitel Phone System

If you’re using a Mitel phone system and want to add custom on-hold messaging or music, connecting an external on hold (MOH) device is a smart move. Whether you’re trying to play branded messages, relaxing background music, or promotional audio, the process is easier than it might seem—and it’s well worth it.

In this guide, we’ll walk you through exactly how to connect an on hold device to your Mitel system, step by step. We’ll also share some tips for testing your setup and ensuring it plays smoothly for callers.

Why Add a Custom On Hold Device?

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

• Promote services 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.)

Many Mitel systems have the capability for external music on hold (MOH) devices, which means you can play high-quality, custom audio instead of silence or generic tones.

What You’ll Need

To connect an external on-hold device to your Mitel phone system, you’ll need a few key items:

• 🔊 The proper input port on your Mitel controller or interface module (often labeled “MOH” or “Music”)

• 🎧 An external MOH player or on-hold device (like a USB or streaming player from COHM)

• 🔌 Audio cable (typically a 3.5mm stereo cable or RCA to 3.5mm depending on the device and phone system)

• 🧠 Access to the Mitel phone system’s programming portal or admin interface

If you’re not sure what kind of system you have, check the model number on your phone base or controller, or ask your phone vendor. Common Mitel systems that support MOH include:

• Mitel MiVoice Office 250

• Mitel 5000

• Mitel SX-200 or SX-50

• Mitel MiCloud Connect (may require different steps)

Step-by-Step: How to Connect Your On Hold Device

1. Locate the MOH Port on the Mitel Phone System

Most Mitel systems have a 3.5mm MOH input port located on the back of the controller or interface module. Look for labels like:

• “MOH”
• “Music On Hold”
• “Audio In”

2. Connect the Audio Cable

Using the appropriate audio cable (3.5mm stereo, RCA to 3.5mm, or whatever your device supports), connect your on hold device’s audio output to the Mitel system’s MOH input.

Make sure the cable is snug and fully inserted on both ends. For streaming or USB MOH devices, ensure they are powered on and playing audio. For a small business, every saved call could be a saved sale.

3. Configure the Mitel System to Use External MOH

This is where you’ll need access to the system’s programming portal or admin interface.

Here’s a basic path for MiVoice Office 250:

1. Log into the Mitel System Admin Panel
2. Navigate to System > Music-On-Hold
3. Select External Source as the input
4. If needed, define a Class of Service that includes external music
5. Save and apply your changes

On older systems like the SX-200, this may involve DIP switches or manual configuration through a console.

4. Test Your Setup

Now it’s time to test the connection and make sure everything is working:

• Call into your Mitel system from an outside line
• Ask someone to place you on hold
• Listen for your audio—this could be music or a custom voice message
• Adjust volume as needed on your device or system settings

If you hear silence, double-check your cable connection, device power, and system configuration. You can also try plugging in headphones to the MOH device directly to confirm it’s playing audio.

Troubleshooting Tips

Sometimes everything is connected properly, but callers still don’t hear audio. Here are some common issues and how to fix them:

🔇 No Sound?

• Confirm your MOH device is powered and playing audio
• Check the volume settings on the player (some need to be turned up manually)
• Make sure the 3.5mm jack is fully inserted into the Mitel MOH port

🔁 Repeating Audio or Static?

• If you’re using a USB player, ensure the files are in the correct format (usually MP3 or WAV)
• Use high-quality cables to avoid interference
• Avoid using a phone’s headphone output—it may introduce distortion

🔧 Internal MOH Still Playing?

• You may need to manually disable the internal MOH in the Mitel settings to allow the external source to override it.

If you’re still stuck, consult the Mitel documentation or reach out to a phone technician—or better yet, ask COHM to help walk you through the setup.

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.

Mitel Phone Systems & On Hold Marketing

Connecting an on-hold device to a Mitel phone system may seem technical, but it’s a straightforward process once you know where to look and how to configure the settings.

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?

At COHM, we specialize in professional on-hold messaging that works with Mitel systems. We’ll help you get set up from start to finish—no tech headaches required.

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

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