When customers are placed on hold, what they hear shapes their perception of your business. The 3CX platform provides flexible music on hold (MOH) options that, depending on how they’re configured, can improve—or unintentionally harm—the caller experience.
An improved customer experience begins with eliminating as much repetition as possible. While most phone platforms play one audio file from the beginning for every on-hold experience, 3CX lets you upload multiple music-on-hold files and even randomize playback. The exact behavior depends on which MOH feature you use and how you set it up. Here’s a closer look.
Configuring 3CX Music On Hold Files To Randomize
Randomizing playback is available in some versions of 3CX. Check with 3CX or your managed services provider to see if the randomization feature is included with your service.
Navigation: In the platform “General MOH” settings (Settings → Music on Hold → General MOH.) You can load multiple WAV files into numbered slots. The randomization options at the bottom of the screen. Look for “Control Playback.”
What “Randomize per call” Does
When “Randomize per call” is enabled under Settings → Music on Hold → General MOH, 3CX randomly chooses one of your uploaded audio files for each new call that goes on hold.
- Each call gets its own, independent playback.
- The selected file always starts from the beginning.
- It loops until the hold is released or the call ends.
So, if five callers are placed on hold at once, they could each be hearing different tracks but every one of them starts from 0:00.
Best use case for “Randomize per call”: You have several complete hold messages or music tracks and want variety, but also want each caller to hear a full, clean start.
What “Randomize per day” Does
If you only select “Randomize per day”, 3CX picks one random file in the morning (or at PBX start) and then uses that same file for all callers the rest of the day.
- Every caller that day hears the same track.
- The next day, 3CX may pick a different one.
- This mode is designed more for daily rotation—not for per-call variety.
Recommendation: Choose “Randomize per call”
If neither the “per call” nor the “per day” option is checked:
- 3CX will always play the first file in your MOH list (“Music File 0”)
- It will loop that one file continuously for all callers.
So even if you’ve uploaded multiple files, only the first one will actually play. Randomize per call will provide the least repetition, which is why we recommend it.
The Radio Effect: Callers Hear Music and Messages on Hold In Progress
Do you want your callers to hear the music on hold files in progress, like turning on a radio station in the middle of a song? Then you will want to use a playlist in 3CX.
Playlists Navigation: (Settings → Music on Hold → Playlists)
- A playlist in 3CX runs continuously on the PBX server, like a background radio station.
- It doesn’t restart for each call.
- When a caller is placed on hold, they’re dropped into that live, continuously running stream at whatever point it happens to be in the track.
The Benefit Of Using A 3CX Music On Hold Playlist
A playlist is a good way to ensure that all of your on-hold content is heard by more callers. Callers are placed on hold at different times and hear a somewhat different portion of the playlist. It’s a valuable option when you have a lot to say or longer hold times.
How To Play On Hold Messages In A Specific Order
Using the Easy On Hold Combine and Download feature in the Easy On Hold Content Control Center gives you a simple way to arrange on hold messages in a specific order. In your control panel at easyonholdcloud.com:
- Tick the checkbox next to any of your active messages to select.
- Pull down “Combine and Download.”
- Drag and drop each topic to set the playback order.
- Combine them into one continuous WAV file that’s already properly formatted for 3CX.
- Instantly download the combined file and upload it directly to your 3CX General MOH or playlist.
This approach eliminates the need for external audio editing or manual file conversions. You maintain creative control—deciding the order and flow of your messages—while saving time and ensuring audio consistency.
Watch the short video tutorial: Combine and Download in the Easy On Hold Control Center
3CX Music On Hold Nuts and Bolts
Queues vs. Extension Holds
You can assign a playlist or a specific file to a queue. Regular extension holds generally use the system’s default MOH or the assigned queue music once inside the queue. It is a good idea to replace default hold music with custom tracks that suit your brand. Browse hold music options for ideas.
Several reports note quirks in 3CX v20 queues—like music restarting after announcements—so it’s wise to test thoroughly.
File Count and Size Limits
Practical guidance from Easy On Hold (based on experience with 3CX systems): up to 10 files, each under 10 MB, can be combined into a playlist. Enabling “Randomize” helps avoid repetition.
Older 3CX forum posts suggest no fixed size limit, but upload methods, web console timeouts, and audio format compatibility can affect success. Keeping files small and optimized is best practice.
Supported Audio Format
3CX expects mono WAV files using standard telephony settings (8 kHz sample rate, 16-bit depth). If your source file uses stereo or a different sample rate, convert it first per 3CX’s guidelines. A file that’s technically the right size but in the wrong format can still fail to upload or play correctly.
Edition and License Nuances
Some MOH controls—like advanced playlist randomization—may vary across 3CX editions (for example, SMB vs. Pro or Enterprise). Always verify which options your license enables, as functionality and interface options have shifted between versions.
Let’s Review Your Setup Options for 3CX Music On Hold Files
When you want callers to hear a random, full track from the start:
- Upload multiple files under General MOH
- Enable Randomize per call
Each call will start a randomly chosen file from the beginning.
When you want callers to join a rotation of messages “in progress” (The Radio Effect):
- Use a Playlist and assign it (for example, to a queue).
Callers will join wherever the playlist happens to be in progress, making it ideal for continuous background content or music programming.
When you want callers to hear messages in a specific sequence:
If you need every caller to hear a consistent order (for example, message A → message B → message C), don’t rely on playlists. Instead, combine your segments into one WAV file using the Easy On Hold combine and download feature in your portal at easyonholdcloud.com. Arrange topics exactly how you want them to play. This ensures predictability and avoids the “mid-stream” effect.
3CX Music On Hold Bottom Line
3CX’s flexibility with multiple MOH files, randomization, and playlists makes it a solid telephony platform for creating a professional sound. However, getting it right requires understanding how each mode behaves.
With Easy On Hold’s Combine and Download feature and optimized streaming options, you can create a caller experience that’s organized, brand-consistent, and easy to maintain—transforming “hold time” into meaningful engagement.
