VoIP Music Legal: What You Can and Can't Play on Hold
When you put callers on hold with music, you're not just keeping them entertained—you're VoIP music legal, the set of rules governing how businesses use recorded audio during VoIP calls. Also known as music on hold (MOH), it’s a common practice, but using the wrong song can land you in court. Most people assume if they bought the music on Spotify or Apple Music, they can play it over the phone. That’s not true. Streaming licenses don’t cover public performance, and VoIP calls count as public broadcasts under copyright law.
Using copyrighted songs without permission violates the Copyright Act, U.S. federal law that protects original musical works from unauthorized use. Even if you’re a small business with five employees, you’re still required to get a license from performing rights organizations like ASCAP, BMI, or SESAC. Fines can hit $150,000 per song. Some companies have paid six-figure settlements just for playing background music during hold times. The call center audio, any sound played to callers waiting on a VoIP line, including jingles, ads, or automated messages must be legally cleared—even if it’s just a 30-second loop.
You don’t need to pay thousands for licenses though. Many VoIP providers offer pre-cleared, royalty-free music libraries built right into their systems. These tracks are licensed for commercial use, so you plug them in and forget about legal risks. You can also use public domain music—classical pieces where the copyright expired—or commission original compositions. Some businesses even record their own team humming a tune. Simple, safe, and personal.
What you hear in movies or on radio doesn’t apply here. A song playing in your office isn’t the same as broadcasting it to hundreds of callers across the country. The law treats each VoIP hold stream like a mini-radio station. And regulators aren’t just targeting big corporations—small businesses get audited too. If you’re using a cloud phone system like RingCentral or Nextiva, check if your music on hold is included in your plan’s compliance package. If not, ask your provider for a list of approved tracks.
The good news? You’re not alone in this confusion. Many VoIP users assume music on hold is a free perk, not a legal minefield. But once you know the rules, it’s easy to fix. The posts below show you exactly how to pick safe audio, avoid fines, and even turn hold time into a branding opportunity—with zero legal risk.
