There are five (5) different User Interface (UI) layouts available for Music On Hold (MoH), with important differences between these UI layouts.
| Music on Hold Page Layout | Description |
| Domain Level | Inventory table that lists all users and call queues with Music on Hold. |
| Domain User | Music/message panels for the domain that houses all default greeting files and images for the domain. |
| Call Queue | Displays the options for randomizing music, time between messages, and to add/remove music and messages for the call queue. |
| Site | Displays the options for randomizing music, time between messages, and to add/remove music and message for users. |
| User | Music/messages panels for the user that basic users and Call Center Agents access directly from the Music on Hold page to copy and modify music and messages from the site. |
Domain Level MoH Layout
Known as the Inventory Table for Music on Hold, Administrators/Office Managers and above have access to the domain level MoH layout. By default, this table lists all the users and call queues with MoH. 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.
Domain User MoH Layout
When a new domain is created, the system creates a new user named Domain User. The Domain Users MoH layout 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 that enables or disables MoH for the entire domain.
Call Queue MoH Layout
This is the MoH page inside of a call queue. It is accessible from an Administrator/Office Manager scope and above by either selecting a particular call queue in the Domain Level MoH Layout inventory table or by clicking the “edit MoH” music note icon across from a particular call queue on the Call Queues page.
The Call Queue MoH Layout displays the options for randomizing music, the time between messages, and to add/remove music and messages.
The ability to “copy and modify” music and messages from the site is only available when there is no music nor messages already in the table. Notice the Music panel on the left has the “copy and modify music from the site” option because there is no music there, but the Messages panel on the right does not have the option.
Site MoH Layout
This is the MoH page inside of a Site. It is accessible from an Administrator/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.
The ability to “copy and modify” music and messages from the site is only available when there is no music nor messages already in the table. Notice the Music panel on the left has the “copy and modify music from the site” option because there is no music there, but the Messages panel on the right does not have the option.
User MoH Layout
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.
Administrators/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.
