- How long is my custom message on hold production?
Total Length – Your total play time should be about 4 minutes before repeating. However, the total length of your production can be modified based on your companies average hold time and marketing goals.
Number of Messages – Most custom message on hold productions have 5 or 6 separate messages with music playing in the background and between each message. Your average hold time and marketing goals may lend themselves to shorter, more frequent messages. Your production specialist will work with you to determine the best fit for your business.
- How frequently should I update my hold messages?
The goal of any on hold message to connect with callers. So your messages should be updated as necessary to remain current and keep callers engaged.
Most business find 2 updates per year ideal. This allows the introduction of new content, services, accolades, etc. while keeping the messages fresh. If your business changes from season to season, quarterly updates may work best for you. If your goal is to promote upcoming events or limited time sales or if your customers call on a routine basis, you should choose an update program that allows enough flexibility to replace out-of-date material with new, refreshed content.
- Do I need a special message on hold player?
That depends on what type of phone system you have. The good news is: if you do require a player, we provide it FREE with each of our update packages! Here is a brief breakdown of what is needed for most systems:
PBX/Key Systems – MOH Player Generally Required: These systems utilize a central control unit that is typically installed in the server room or in a utility room/closet. The central control unit manages all of the phone systems functions, including on hold messaging. Most PBX/Key Systems are pre-wired for MOH, but require an external player. This type of installation is a simple plug and play operation. Contact Us for specifics, and we’ll advise you on the best player for your particular system.
1, 2 & 4 Line Phones – Adapter Required: Phone sold in a retail setting (at Staples or Best Buy for example) are not Message On Hold compatible. However, a MOH adapter may be all you need to achieve on hold message capabilities with these phones. Contact Us for more details on your particular phones.
Hosted Phone/Virtual PBX Systems – No Equipment Required: If your business utilizes a virtual PBX or hosted system, chances are it already has MOH capabilities and no additional equipment is needed. We’ll simply provide you with an audio file formatted to meet the requirements of your particular system.
PC Based Phone Systems – No Equipment Required: If your phone system operates off a PC, in-house server or is software controlled, there’s a good change it has MOH capabilities. We’ll simply provide you with an audio file formatted to meet the requirements of your particular system.
There are hundreds of various phone systems used throughout North America, and each of them has their own configuration and requirements. The information we’ve presented above is representative of the majority of phone systems in each particular category. If you need specifics on your specific system, contact your telecom equipment provider. If you do not have one, or if you have additional questions, don’t hesitate to Contact Us. We’re here to assist you.
- Can messages be played on my CD / MP3 player?
Yes, messages can be played on a CD or MP3 player, however commercially available players aren’t designed to withstand continual playback required for MoH application. The majority of CD & MP3 players will overheat and burn-out within a few months, or may cycle-off regularly leaving your callers holding in silence. Unless you regularly check the player, you probably won’t know when it stops working.
All of our update plans include a FREE MoH player. These professional grade players are designed for continuous playback and feature sold-state memory. Even in the event of a power outage, the player will automatically reboot and continue playback as soon as the power is restored.
- Does the MOH player require professional installation?
If your phone system is Message On Hold ready, our equipment offers simple ‘plug and play’ accessibility. Just open the system’s control cabinet at locate the Message On Hold (MOH) port and connect the audio cable.
If your phone system calls for special programming or requires a “punch down”, installation is best left to your phone technician. We will be glad to provide support and address any questions you may have.
- What about playing the radio on hold?
Radio commercials, traffic reports and annoying DJ’s won't help you project a polished professional image, and will likely turn callers off. Plus, rebroadcasting an media stream with out a license may put your business at risk for legal repercussions. Learn more about music on hold licensing.
- What happens if I play unlicensed music on hold?
Transmitting music over the phone when your callers are on hold is considered a Public Performance by copyright law. The owner(s) or officer(s) of a business are charged with the responsibility of obtaining permission from a licensing agency or directly from the owner of the copyright. Failure to do so can result in serious fines and/or legal action.
Business Audio Source provides you with access to a large library of licensed music. We pay for all licensing on your behalf, including licensing and broadcast rights. Learn more about music on hold licensing.
- Can I use my favorite song in my message?
When you buy an album on iTunes or from your local music store, you are free to use it for your personal enjoyment. However, the moment you use that music in a business context, you need to obtain permission from the copyright owners. Unless you obtain the copyright to a particular song (which can be very expensive), we are unable to use it in your production.
We have access to a large library of licensed music specifically selected to provide a range of styles while appealing to the widest audience and will complement your production without being distracting to your message. Just like music scores used in film, background music for your production should be selected based on the mood you want to create for your caller rather than on personal tastes.