Playback Equipment Options & Installation

Remember, professional playback equipment or .wav files are only the vehicles that transport your on-hold message to the caller; the quality of the message, the correct format and properly adjusted volume, and of course your phone system determine how it sounds on your hold line.

VoIP Compatibility

Yes, we can provide your on-hold program in a .wav file!

Got a new phone system? (Avaya, Cisco, Ring Central, PBX, etc.) On-Hold Marketing can provide your on-hold productions formatted for all brands of VoIP / hosted phone systems.  

Don’t compromise your caller experience (and your bottom line). If “music-on-hold is included in your system or hosted service”… beware of the 10 second canned music repeat.  In most cases it will NOT be a full-service customized messages and music production that benefits your caller experience and ultimately your business.

Ask us about complete solutions with professional recordings for both your menu tree and your on-hold feature.

 Equipment Options

Remote Load:
An ideal choice for large multi-branch corporations. No staff interaction is required. Playback equipment is connected to your internet and is programmed to access our studio files for updated on-hold productions per the schedule you prefer…a completely hands-off solution.

E-mail / FTP Load to (USB) Playback Equipment:
Ideal for companies that require quick turn-around for time sensitive advertising, but still wish to be in control of uploading the on-hold productions. Productions are e-mailed to the customer or posted to our FTP site. The customer transfers the production from the computer file to a memory stick and then onto the On-Hold playback unit.

System Requirements

You must have a telephone system (not just a telephone set) with 3 or more lines. The Music-On-Hold” feature must be activated in order to hear recordings over the telephone hold line. If you hear  the radio (or its static), or a beep when you’re placed on hold, you’re all set. If there is silence, chances are the “MOH” feature just needs to be activated.

Unit Installation

Replacement units:

Replacing a unit is a simple plug-and-play swap.  Make sure you always use the new power cord provided with the new unit – these differ from one unit to another. The existing patch cord can be inserted into the appropriate port of the NEW unit. 

New Installations:

New Account Preparation:

On-hold Units must be installed near the telephone system usually in the phone/utility room. 

If you currently have another music source (radio, CD) playing on your hold line, the MOH (music-on-hold) feature is active and ready for the on-hold unit. We will provide an adaptor so you will be able to use the existing patch cord. 

If you hear a beep when you are placed on hold – the MOH is available; however, you will need to contact your phone company to have the music-on-hold feature activated.

If you have silence on your hold line, as long as you have 2 phone lines and a fax line, your phone company should be able to activate the music on hold feature.  They may be able to do this remotely, or it may require an on-site visit.

Remote Load Installation:

If you have chosen the remote-load unit, an IP address is required for programming. The unit is easy to set up; however, it does require the services of a technician for installation. Please give us a call: 1-888-466-4653.

E-mail / FTP Load to (USB)Playback Equipment:

The unit comes with complete instructions and most phone systems are a simple plug-and-play. Check out the  Video link – how-to, or follow the step-by-step instructions below.

Need assistance? Give us a call: 1-888-466-4653. We provide no-charge telephone support and can recommend an interconnect company with qualified technicians should you prefer professional installation.

USB-load-unit Installation steps:

Step 1   (If you already have a patch cord installed on your MOH port, skip this step.)

Attach the patch cord to the “Music-On-Hold” port of the phone system.
     How this connection is made depends on your phone system:

  • you may be able to simply plug the end into the system; you may require a technician to punch down the connection; or, if you have had an RJ11 jack installed, we can provide a patch cord with the correct connection.

Step 2

Insert the other end of the patch cord into the audio port of your On-Hold playback unit.

  • If you are using an existing patch cord, the connection may not fit…or it may be loose. Please snap the provided one-inch adapter onto the patch cord and then insert it into the audio port of the On-Hold Unit.

Step 3

Plug the power cord provided with the playback unit into an A/C power outlet.

  • preferably into a top quality surge suppressor strip (different from a standard multi-outlet power strip) to protect against power surges and other electrical problems.

Step 4

Plug the other end of the power cord into the appropriate port of the playback unit.

Step 5

Ensure the power button is “ON”, the volume is at half (12 O’clock), and the production is loaded.

Step 6

Give us a call or have someone call into your office; put them on hold to adjust the volume.

Still not sure what to do? We provide no charge telephone support and can recommend a technician should you wish to have someone come on site.

We are in the process of updating our phone system so you may not be able to reach us. Please e-mail instead.