Music & Message on Hold

Hold audio for a queue is chosen by queue.moh_mode. There are two modes, each suited to a different kind of hold audio.

The two modes

Mode	Mechanism	Best for
stream (default)	A continuous, shared stream. Callers “tune in” at the current position.	Pure background music (shared platform tracks).
file	Per-caller playback of the queue’s MOH file (your own upload), looped from the start.	Custom uploads & message-on-hold (“your call is important to us…”, promos, heard in order).

Which to choose

• Platform default music (a few shared options) → stream. Callers join in progress and resume near-gaplessly after an announcement.
• Your own custom MOH / message-on-hold → file. Each caller hears it from the start, so a “your call is important to us…” message always plays in full, not partway through.

file mode restarts from the top on each loop or after an announcement, rather than resuming gaplessly, a small trade-off for custom and message-on-hold audio that needs to be heard in full each time.

Configuring it

{ "id": "q_01j160r23gw5zkpfjme3fwzs5k", "name": "Support", "moh_mode": "file", "moh_media_id": "media_01j22nwntmjd633gxwfhk8zya1" }

Field	Purpose
moh_mode	stream (shared) or file (per-caller).
moh_media_id	The media_file used for file mode (or a custom stream source).

The worker passes the MOH source and mode to the edge in the enqueue command.

Interaction with announcements

Position announcements break the hold audio to speak, then resume:

• stream → rejoins the ongoing music near-gaplessly.
• file → restarts the file.

Because the brain only interrupts on a real, changed announcement (the push model), there’s no recurring gap from announcements that would otherwise fire on a fixed timer.

Not yet supported

Streaming an external internet radio station as hold audio isn’t supported yet. Use stream for shared music and file for custom audio.