On Hold Messaging FAQs

How does on hold messaging work?

Most times you hear on hold messaging, it is being fed into a business KSU/PBX type phone system that has a on hold messaging, or music on hold input. Our PD USB60 and OHP 8000 message on hold players are designed to be compatible with any business phone system that has a built in on hold messaging input.

Can I have on hold messaging with call waiting?

Not during a call waiting call. Call waiting is switched by your phone company, so there is no way to provide on hold messaging to the first caller when using call waiting. To avoid call waiting, you can order busy call forwarding or set up “roll-over” lines.

Can’t I just play the radio, a cd/mp3 I own?

Not legally, unless you’re willing to pay expensive annual licensing fees to performance rights organizations like ASCAP/BMI/SESAC. Playing music on hold is considered a public performance of the artists’ work. Messages On Hold has licensed various music libraries for on hold messaging use and passes the licensing rights on to you so you do not need to worry about paying licensing fees to outside agencies. We charge a one-time fee with no recurring fees, or low monthly subscription-type plans for our hold messages, both of which cover music licensing.

What makes Messages On Hold different from other on-hold providers?

We retain high caliber voiceover talent because we pay our talent more than most of our competition. We also offer higher quality music options than many of our competitors. We are meticulous when it comes to producing and editing your audio. And our service is second to none. It all adds up to a better quality production that will reflect more favorably on your business image. Your on hold messaging may represent your company image to tens of thousands of callers over many years, make it a good one!

Can I just use a CD player or mp3 player for on hold messaging?

Yes you can, but we recommend against it for a few reasons. Most consumer cd and mp3 players are not designed to play continuously 24/7. CD players are particularly prone to failure due to motors burning out. Many consumer audio devices also do not have a volume output suited to phone systems (they can sound too quiet). Lastly, consumer devices do not have an “auto restart after power interruption” feature like our message on hold players do. Often, power surges or a power interruption will cause consumer devices to stop playing. The lack of on hold messaging may go unreported for days or weeks, potentially costing your business in lost sales and decreased customer service. Our message on hold equipment is designed for maximum reliability over years of use.

Can I produce my own on hold messaging?

Maybe, however unless you have a background in copy writing, voiceover work, music licensing and audio production, your clients will likely be able to tell the audio was not professionally produced. Not sounding professional negates one major benefit to custom on hold messaging: image enhancement.

I rarely put people on hold, and when I do its only for a short time. Do I still need an on hold messaging?

The next time you are put on hold when you call a company, see how long it takes you to form an impression about the company you are calling. Most people form an impression of the company they are calling within the first five seconds of being put on hold. Many companies also under-estimate how long and how often callers are put on hold since employees and management are not typically the ones calling in. Try calling your own company and asking to speak to someone in particular. . . chances are you will be put on hold while your call is transferred. We can help turn hold time into an asset.

What’s better, one time payment or monthly?

That depends. If you do not think you will update your on hold messaging in a very long time (over a year), one-time payment probably makes the most sense. If you plan to update periodically, or if cash-flow is a concern, monthly payments might be a better option. Many on hold messaging clients also like monthly payment since it gives them more flexibility to update, and we offer some great incentives like a FREE message on hold player with our $79 per month plan that includes up to 4 productions per year.

If I just have regular phones and phone lines can I still get on-hold audio?

Probably, however it is not as ideal as a business phone system equipped with an on hold messaging input. You’ll need to order a music on hold adapter, and then plug your message on hold player into it. Some adapters require that you press keys on the phone to activate the on hold messaging feature (”star, star” for example). If budget allows, we would recommend a business phone system rather than a music on hold adapter.

I have more questions, can you help me?

Absolutely! Please contact us!