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Message On Hold (M.O.H.) is a method of transmitting messages over your business phone
lines to callers on "hold." In order to do this, you need both production
services to create your audio message and playback equipment connected to your phone
system to deliver the audio. MOH is often referred to as a system, package or program
as most providers supply you with both production and equipment
for a monthly fee. The installation guide below shows a typical set-up for a PBX phone
system using a "manual load" digital player.
Please note that this is only an informational guide.
Unless you are simply replacing one existing playback device for another, we strongly reccommend that
a qualified technician be called in to set-up your MOH.
Depending on the size and needs of your business, you will want to consider the costs
and benefits of a "full service" package. Alternatively, a number of providers offer
equipment sales and production services as needed without monthly fees. Regardless of the
type of service you choose, the first thing you will need to do is identify your phone system.
Phone Systems
Message On Hold needs a telephone system with a programmed MOH port.
Determining what kind of phone system you have and if
it has the MOH feature may be as simple as phoning your telephone service provider or installer
and asking.
Most newer phone systems have this feature but it may not have been
"programmed" when your system was installed.
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If you currently have an on-site CD player or radio playing on hold,
your system is ready to go and you can move on to the next topic.
In most cases, if your caller hears beeps, bells or some other tone
while on hold, this indicates that
you
have the MOH feature but
it has not been programmed. You will need to call your telephone service provider to
come in and program your systems' M.O.H. port. If you are planning on purchasing playback equipment, do so
beforehand and have the technician hook it up at the same time.
If callers hear only silence when on hold and you’re not sure if you have an MOH-capable phone
system, there are a few ways to investigate for yourself. Professional PBX or Key multi-line
systems are usually housed in a separate telephone room. You’ll be able to see a box
(it may be similar to the one pictured above) and "punch down blocks" with visible wires.
Names that you can look for on the box include Norstar, Nortel,
Meridian, Mitel, NEC, Panasonic and Toshiba. (There are others, but those are the most common.)
If you find a name, look for a model
number and write down the number and name of the maker. Then look up the the make and model on the internet or
contact a supplier to verify whether it has the MOH feature. If you have a MOH-capable
telephone system and are planning on purchasing your playback equipment, have a qualified technician set-up your
MOH connections and install your player.
If you can’t identify any kind of phone system on your premises you may have Plain Old Telephone
Service ("POTS"), also referred to as analog. Names to look for are GE, Radioshack,
Sony and Phonemate ... to name a few. These phones are usually purchased at office supply or electronics stores
and are no more than 4 lines. Although your handsets may have
a hold button there is no central system and it cannot be trigged or activated
without special equipment. Triggering devices are available on the market and the OHP product
line manufactures players specifically for this application. Message On Hold providers can give you
more information on set-up and costs for analog lines.
Other possible telephone platforms are Centrex Lines, Centrex Systems and IP Systems.
Centrex Systems present special challenges and costs if you wish to implement custom on hold
messages. Although most IP Systems are compatible, a few do not have external M.O.H. ports. If
this is the case sound files can be directly loaded to the system's server.
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Playback Equipment
Message On Hold requires a playback device to broadcast your audio message.
Conventional Players:
A store bought CD player with a repeat function can be used to deliver message on hold.
The low price is an advantage but here are drawbacks: CD players are not designed to be
in constant operation and are prone to premature failure when playing 24/7. Retailers will not always cover
warranties as they do not consider this normal use. In the event of a power outage you will
need to reset the repeat function.
Digital On Hold Playback Units: These devices are designed specifically for Message On Hold
application and are available in "manual load" and "remote load" models. Remote load players
are primarily used by on-hold providers to deliver messages directly from the studio
via telephone or internet connections. Set-up is more complex than
the typical installation pictured above. If you are planning on managing your own on-hold system you
will want to purchase
a "manual load" player.
There is a wide variety of "On-Hold Players" on the market today and prices vary greatly as
do the methods and media used to load productions. Cassette load players are still
available but newer models feature media cards
such as Smart Media and Secure Digital. Unlike CD's or cassettes, these cards are reusable.
When you order a new
production from your provider they will, in most cases, send you a pre-paid envelope
for the return of the old card.
The latest models feature a USB load option so productions can be sent
as an MP3 attachment to the client then loaded directly into the unit.
The majority of leading manufacturers are located in the U.S.A.
Machines typically carry a 3-5 year warranty.
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Message Production
Preparing a script for voicing
Message On hold providers have copy writers on staff that will write your script for you. You will be asked to provide sources of information
that give them a good overview of your products and services. Some providers offer templates for you to fill in however since
every business is unique, a generic template is limiting. Decide what your want your customers to hear
on hold and present it in point form to your supplier and they will do the rest. After
the script has been written they will send it back to you as a first draft. Now you can review and
request changes if neccessary. Once the script meets with your approval you "OK" it for voicing.
It is important at this stage to remember to proof-read your script carefully. If you want to make script
changes after it has been voiced, it is more than likely you will incur extra charges.
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Voicing
Choosing your voice talent.
Decide whether you want a female voice, a male voice or both. Most providers offer a choice of voices
and will either recommend a suitable voice or provide voice demos for you to choose from. If you want to hire a voice outside their talent pool they may be
able to accomodate you however expect to pay extra.
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Licensed Music
Choosing your music.
Your message on hold provider will offer you selections from their pre-cleared library of music and will assist in making your selection.
The music that will be offered to you is known as "production music" or "non-feature music" that has
been licensed for synchronization. Music is offered in a variety of genres from corporate to country.
Choose music that complements your business style and enhances the spoken word rather than distract
from it.
Do not expect to find top 40 music or mainstream music for use with your production unless
you are willing to pay thousands of dollars!
Performance Rights.
Performance rights differ from country to country. In many cases the library that issues the synchronization rights
for Message On Hold application covers the Performance Rights in its licenses.
In Canada this is not the case and depending which music library is used, SOCAN of Canada may have
the right to collect a broadcast tariff for message on hold music use.
Check with your provider for music available that is not subject to additional performance tariffs.
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M.O.H. Productions Ltd. Victoria, B.C. Canada
Vancouver Island's #1 Choice for Message On Hold Services |
