The MOH (Music on Hold) file type is an audio format specifically designed for use in telecommunications to play music or messages to callers who are on hold. Over time, the use of MOH files has become standard practice to improve customer experience during wait times, often conveying business information or soothing sounds to reduce the perceived waiting time.
History of MOH Filetype
The history of the MOH filetype is closely tied to the development of telephony systems and interactive voice response (IVR) technologies. As businesses sought to professionalize caller experiences, the MOH format emerged as a means to deliver consistent audio quality and become widely adopted with the proliferation of private branch exchange (PBX) systems.
Functionality of MOH files
MOH files work by being stored within a business's telephony system, where they are accessed and played when a call is placed on hold. These files are typically in a digital audio format, such as WAV or MP3, and are configured to loop seamlessly for the duration of the hold time.
Software Utilizing MOH Files
Various software solutions, especially those designed for call center and PBX systems, utilize MOH files. Industry leaders in telephony equipment, such as Cisco, Avaya, and Asterisk, provide systems that support MOH file usage, allowing businesses to customize their customer hold experience with branded messages or music.
Alternatives to MOH files
As technology advances, alternatives to the traditional MOH files have arisen, including streaming music services and dynamic message systems that can personalize the hold experience based on caller information. Some systems also integrate with customer relationship management (CRM) software to provide targeted marketing messages or useful information while the caller awaits service.