MUSIC ON HOLD

Music on Hold for Engaging Callers During Wait Times

Q: Why do they put music when on hold?

Music is played to reduce frustration and prevent callers from hanging up. It makes wait times feel shorter and creates a more professional experience.

Q: What do you call phone hold music?

Phone call hold music is commonly referred to as music on hold (MOH). Some businesses also use the term queue music or hold audio.

Q: What does “on hold” mean on a phone?

When a call is “on hold,” it means the caller is temporarily paused by the system or agent. The caller cannot speak to the agent until the hold is released.

Q: How do I set up music on hold?

With Calilio, you can set up music on hold directly from your dashboard. Simply go to Number Settings > Call Strategy > Music on Hold, then upload your own audio or select from default tracks.

Q: Does music on hold reduce call abandonment?

Yes, music on hold can reduce call abandonment. Callers are less likely to hang up when engaged with music or announcements, which makes wait times feel shorter and reassures them that the call is active.

Calilio’s music on hold feature keeps callers engaged whenever they’re placed on hold—whether it’s during a transfer or while an agent checks into an issue. Instead of silence, customers hear background music or custom announcements that reduce frustration and build a professional brand experience.

Play professional background music during wait times.

Add custom messages to share updates or promotions.

Reduce caller abandonment by keeping them engaged.

Build a polished and trustworthy brand image.

Person listening to hold music while a phone call interface shows the caller on hold

Telephony Partner of 1000+ Businesses Worldwide

Get a Virtual Phone Number with Music on Hold Feature

Get a virtual phone number (local, mobile, or toll-free) from 100+ countries and pair it with music on hold to deliver a professional caller experience.

Some Numbers May Require Proof Of ID And Address Registration According To Local Laws.

Some Phone Numbers May Not Be Available Through This Search, As They Are Not Generally Offered To Customers. These Numbers Are Available On Order Request. Please Contact Support To Request Them.

Also, you can port your existing number to Calilio, and use the number for outbound calling —Port Your Number Now!

How to Set Up Music on Hold on Calilio?

Once you are logged in to Calilio, you can upload your audio from the Number Settings to set up music on hold and create a professional experience for callers.

Get Started

Step 1

Step 2

Hover over the three-dot [⋮] besides your number.

Step 3

Click Number Settings.

Step 4

Go to Call Strategy and enable Music on Hold.

Step 5

Upload your custom audio file.

Step 6

Click Save Changes, and you are all set.

Custom Audio Uploads

Upload your own branded audio or announcements to play during hold times. Share updates, promotions, or greetings while customers wait.

calilio custom music on hold audio clips

Default Music Library

Choose from Calilio’s collection of professional tracks for instant setup. Give callers a pleasant experience without extra effort.

Announcements & Messages

Play custom messages alongside music to inform callers about business hours, special offers, or service updates. Turn wait time into a valuable opportunity.

What is Music on Hold?

Music on hold is a telephony feature that plays background music or custom announcements whenever callers are placed on hold. Instead of hearing silence, customers stay engaged and reassured that their call is still active. It helps reduce caller frustration, improves professionalism, and turns wait time into a more positive experience.

Call interface showing an active call placed on hold with music playback

How Does Music on Hold Work?

When a caller is placed on hold, Calilio automatically plays music or custom messages instead of silence. It reassures the caller that the line is still active and keeps them engaged while they wait.

You can upload your own branded audio or select from Calilio’s default library. You can also insert audio messages to provide updates, promotions, or service information and turn idle wait time into a business opportunity.

Music on hold feature showing uploaded hold music and a call on hold

Music on hold feature providing callers with engaging audio while they wait

Benefits of Music on Hold Service

Music on hold service transforms silence into a professional and engaging experience for callers. It keeps customers entertained and informed while they wait.

Using on-hold music for business reduces call abandonment, improves brand perception, and enhances customer satisfaction.

Reduce Caller Frustration

Playing music or announcements reassures customers that their call is still active. It makes waiting more bearable and reduces hang-ups.

Improve Customer Experience

Lower Call Abandonment Rates

Promote Services & Offers

Strengthen Brand Image

Integrate Calilio with CRM & Business Tools

You can integrate Calilio with popular CRMs and business tools to align custom announcements with real-time updates or campaigns.

Zapier

Automation

Pipedrive

CRM

Pabbly Connect

Automation

LeadHeed

CRM

HubSpot

CRM

Salesforce

CRM

Mailchimp

Marketing

Krispchat

Sales Automation

Zendesk

Helpdesk

Request Integration

View all Integration

Keep in Mind

Best Practices for Music on Hold

Music on hold works best when it keeps callers engaged, reassured, and informed. The right approach helps reduce frustration while making your business sound professional and trustworthy.

Do’s

Use professional or branded music instead of generic tracks.

Add short announcements with useful information like business hours or promotions.

Update your music and messages regularly to keep them fresh.

Keep volume levels comfortable for callers.

Monitor analytics to track hold times and caller behavior.

Dont’s

Don’t leave callers in silence — it can cause confusion or frustration.

Don’t use overly long or repetitive tracks that annoy customers.

Don’t overload hold time with excessive marketing messages.

Don’t let callers wait too long when you hold the call.

Select Plan

Calilio’s Pricing for VoIP service with Music on Hold

Music on hold is included in all Calilio plans. Our VoIP-powered business phone service keeps callers engaged with music while you stay within budget.

save 20% on Annual Plan

Standard Plan

$12
Per user/per month

$15 Save 20%

billed annually at $144

Ideal for solopreneurs, startups and small businesses venturing into affordable VoIP service.

Get Started with:

User Limit: 10
Free 1 Local Number
US or Canada
Call Recordings and Storage
Optional
Basic Realtime Dashboard

Premium Plan

$28
Per user/per month

$35 Save 20%

billed annually at $336

Leverage growing businesses and call centers with cost-effective VoIP solutions.

Everything in the Standard Plan, plus:

All Standard Plan Features
Unlimited Users
Advance Reporting
Coming Soon
Live Call Monitoring
Detailed Realtime Dashboard

Enterprise Plan

Custom

Comprehensive VoIP plan for unmatched communication solutions for large businesses and enterprises.

Everything in the Premium Plan, plus:

Queue Call Back
Coming Soon
All Call Strategy Features
Dedicated Account Manager
Phone and WhatsApp Support

Note: Your subscription only covers the plan and includes a complimentary $1 credit. Once this credit is used, you must load your wallet to make or receive calls/SMS. Phone numbers are billed separately. Please refer to the call and SMS rates for incoming and outgoing charges.

Q&A

Frequently asked questions

What is the meaning of music on hold?

Music on hold is audio that plays when callers are placed on hold, in a queue, during a transfer or when an agent is checking into an issue. It replaces silence, keeping customers engaged and reassured that the call is still active.