Last updated: September 2026
How to Add
Marketing On Hold
to Ooma Office
Already have a professionally produced Marketing On Hold recording?
Ooma Office allows administrators to upload custom audio for Music on Hold, including music or advertising messages in MP3 or WAV format. Ooma Office Manager is the web portal used to manage these settings.
This guide walks you through preparing your recording, updating your Ooma Office Music on Hold settings, saving the changes, and testing the finished caller experience.
Need a professional recording first?
Captive Audience Marketing creates custom Marketing On Hold productions with professional voice talent, background music, script assistance, and phone-system-ready audio.
How Do I Add Marketing On Hold to Ooma Office?
Sign in to Ooma Office Manager, open your account settings or preferences, find the Music on Hold setting, and upload your finished MP3 or WAV recording.
Select the new file as your hold audio, save the changes, and place a test call to make sure callers hear the correct production when they are placed on hold.
Ooma Office supports custom Music on Hold using uploaded MP3 or WAV files.
Before You Start
Make sure you have everything you need before changing your Ooma Office marketing on hold.
Ooma Office Administrator Access
You will need access to Ooma Office Manager and sufficient permission to change your company’s phone-system settings.
Your Finished Marketing On Hold Recording
Have the completed recording ready to upload.
A Marketing On Hold production may include:
- background music
- professionally recorded voice messages
- service information
- promotions
- customer tips
- website directions
- seasonal information
A Compatible Audio File
Ooma Office supports uploaded MP3 or WAV files for Music on Hold.
Captive Audience Marketing can provide the finished file in a format appropriate for use with your phone system.
How to Add Marketing On Hold to Ooma Office
1. Sign In to Ooma Office Manager
Sign in to Ooma Office Manager using an administrator account.
Ooma Office Manager is the browser-based portal used to manage features such as the Virtual Receptionist, extensions, Ring Groups, and Music on Hold.
2. Open Your Settings or Preferences
Navigate to the area where company-wide phone-system preferences are managed.
Ooma documentation places Music on Hold within the system preferences area. Depending on the current interface version, the exact menu labels may vary.
Look for:
- Settings
- Preferences
- Music on Hold
- Hold Music
3. Find the Music on Hold Setting
Locate the Music on Hold or Hold Music setting.
This controls what callers hear after they have been placed on hold.
Ooma specifically supports custom music or advertising messages for this purpose.
4. Choose Custom Audio
Select the option to use your own audio instead of a default hold-music choice.
Depending on the current interface, you may see an option to:
- Upload
- Select custom audio
- Add music
- Choose a file
- Replace the existing hold audio
5. Upload Your Marketing On Hold Recording
Select your finished MP3 or WAV file.
Allow Ooma Office to finish processing the recording before continuing.
Once uploaded, confirm that the new production is selected as the active Music on Hold audio.
6. Save Your Changes
Save the updated preferences.
If the system provides separate Save or Apply controls, make sure the new Music on Hold selection is committed before leaving the page.
7. Test the Live Caller Experience
Call your business from an outside phone.
Have someone answer and place the test caller on hold.
Listen long enough to confirm:
- the correct production plays
- the voice is easy to understand
- music volume is balanced
- the recording is not distorted
- the audio begins correctly
- callers return from hold normally
Testing with a real call is important because phone-system audio can sound different from the original file on a computer.
What Can You Promote With Ooma Marketing On Hold?
Products and Services
Let existing customers know about products or services they may not be familiar with.
Additional Departments
Introduce related departments or capabilities that callers may otherwise never ask about.
Website Resources
Direct callers to:
- online scheduling
- customer portals
- forms
- FAQs
- product pages
- online payments
Recommended Audio Format
For telephony audio, Ooma recommends:
PCM WAV
8kHz sample rate
16-bit, Mono
G.711 / u-law WAV
8kHz sample rate
8-bit, Mono
Seasonal Information
Share timely information such as:
- seasonal services
- holiday hours
- enrollment periods
- maintenance reminders
- special events
Frequently Asked Questions
Use the time callers are already waiting to answer common questions.
Cross-Selling Opportunities
A caller contacting your business already has an established relationship or active interest.
Marketing On Hold can introduce another relevant service while that caller is already engaged.
Hold Music vs.
Marketing On Hold
Hold Music
Traditional hold music simply gives callers something to listen to while they wait.
Marketing On Hold
Marketing On Hold combines music with professionally recorded messages designed to communicate useful or promotional information.
Those messages can:
- promote products and services
- answer frequently asked questions
- mention additional departments
- direct callers to your website
- explain online resources
- announce new services
- reinforce your brand
- cross-sell related services
Ooma itself describes its Music on Hold feature as a way to both entertain and educate callers.
Music on Hold vs. Transfer Music
This is one of the most important Ooma-specific distinctions.
Music on Hold
Music on Hold is what a caller hears when someone actively places the call on hold.
Transfer Music
Ooma also supports Transfer Music, which can play while a caller is being transferred to another extension instead of hearing traditional ringback. Ooma documentation notes that Transfer Music can also use music or advertising messaging.
These are two different moments in the caller journey.
Changing Music on Hold does not necessarily mean the same audio will be heard while a call is being transferred.
Should I Use Marketing Messages for Transfer Music Too?
Potentially.
If callers routinely spend time waiting while calls are transferred between departments, using consistent branded audio can create a more polished experience.
However, transfer times are often shorter than traditional hold times.
For that reason, Transfer Music may work best with:
- shorter messages
- a simple branded introduction
- music with minimal messaging
- a brief informational message
Your main Marketing On Hold production can generally contain more content because callers may remain on hold longer.
Ooma Marketing On Hold Troubleshooting
Why Am I Still Hearing the Old Hold Music?
Confirm that:
- the new recording uploaded successfully
- the correct file is selected
- the preference was saved
- you are testing actual hold behavior rather than a call transfer
Remember that Ooma treats Music on Hold and Transfer Music as separate features.
Why Do I Hear Different Audio While My Call Is Being Transferred?
You may be hearing Transfer Music rather than Music on Hold.
Ooma can play separate audio while a caller is transferred to another extension.
Check both settings if you want the caller experience to remain consistent.
Why Does My Recording Sound Different Over the Phone?
Telephone systems use much narrower audio bandwidth than normal speakers.
As a result:
- music may sound less full
- very high and low frequencies may disappear
- poorly balanced music can overpower speech
- excessively loud audio can distort
A production designed specifically for phone playback can help improve clarity.
Why Is the Voice Too Quiet Compared With the Music?
The recording may need to be remixed.
Marketing On Hold audio should usually prioritize the announcer over the music.
The background music should remain audible without competing with the spoken message.
Can I upload my own Music on Hold to Ooma Office?
Yes. Ooma Office Manager supports uploading custom MP3 or WAV files for Music on Hold.
Can I use an advertising message instead of music?
Yes. Ooma documentation specifically states that Music on Hold can use your own advertising message as well as music.
What file types does Ooma Office support for Music on Hold?
Ooma lists MP3 and WAV as supported formats for custom Music on Hold uploads.
Is Transfer Music the same as Music on Hold?
No.
Music on Hold is used when a caller is placed on hold.
Transfer Music can be used while the caller is being transferred to another extension.
Can Captive Audience create the recording for me?
Yes.
We can provide:
- scriptwriting
- professional voice talent
- background music
- mixing and production
- phone-system-ready audio
Can I update an existing Ooma Marketing On Hold production?
Yes. We can update individual messages or create a new production when your services, promotions, hours, or other business information changes.
Can I use the same voice for my Ooma Virtual Receptionist and Marketing On Hold?
Yes, and in many cases we recommend it.
Using one professional announcer across your Virtual Receptionist, voicemail, announcements, and Marketing On Hold helps create a consistent caller experience.