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What Your Callers Hear On Hold
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Here are some of the questions we're often asked regarding
message on hold production, equipment, setup, updates, etc.

For questions we haven't covered here, please contact us.


How much does it cost?

Our single production cost is just $249 $169, and includes:
  Fully customized on hold message production
  Custom scripting
  Male and/or Female voices
  Licensed background music
  Up to 4 minute production length (approx. 500 words)

We also have a number of Message Update Packages designed to keep your on hold message content fresh, with rates as low as $119 per fully customized production!

In addition to fully customized productions, we offer pre-recorded "Music & Apology" messages for just $39, and our RELEVANT* industry-specific on hold messages starting at just $99.

*RELEVANT on hold productions are currently available for a limited number of industries.
(But, we're working on more!)

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Where do we start?

First, we need to determine your phone system's capability for message on hold (MOH) programs to be played. Please provide us with basic information on your phone system: mfr, mdl#, and the person in your company or the outside party responsible for installing and programming the system.

If you currently have something playing on hold or we are creating a new program for an existing format, please provide us with complete details on your equipment as well.

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Who writes the script?

The short answer is… We do… if you want us to. Our production service includes custom script writing, so you can leave it to us!

Some of our clients prefer to write their own scripts, or provide us with partially written scripts, which they then ask that we re-format for use on hold.

Of course, your final approval of the script is needed before we record your production. We're here to serve you and we will be as involved in the writing process as you want us to be.

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What information do you need from us to write the script?

We will need a list of the products, services, company information or other points you would like covered, along with support information from your brochures, website, or through communication with us via phone or e-mail.

We also have a Script Information Form available, which covers many topics generally mentioned in on-hold messages.

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What about voices?

We'll also need to know your preference of voices: i.e., male voice only, female voice only, both male and female voices, *foreign language, etc.

* Please note: Extra charges for foreign language, foreign accent, character voices and special effects may be quoted upon request.

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What type of background music is available?

We have a variety of music genres to fit the exact "flavor" you're looking for in your message on hold program. Once we get a glimpse of your caller profile and the script, we will be happy to suggest a theme, or we can provide you with selections to choose from.

You should note that copyright laws prohibit the use of unlicensed music in a commercial (business) environment. For example, you are not allowed to use a song you've heard on the radio without permission from the publisher. Securing the rights for use on hold can be extremely costly and fines for illegal use can be even higher.

For your peace of mind… Our background music is fully licensed to you for indefinite use with the purchase of your message-on-hold program from us. You will never need to worry about copyright infringement or music license fees, etc.

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Do you provide equipment for playing the messages?

We offer quality digital on hold announcers specifically designed for use in on hold applications. Our units come with a 3-year factory parts and labor warranty and provide clear, reliable broadcast of your information day in and day out.

We also provide audio/on hold adapters for clients with non-system phones, which require them.

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What other equipment options are there?

If we are formatting your program for your existing player, please provide details on the required format. We can format your message on-hold program as an audio CD, mp3, etc., but some on hold announcers utilize a proprietary format and may require additional hardware, software, programming or licensing from the manufacturer.

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Who installs the equipment?

For many telephone systems manufactured in the last 5 years or so, installation is fairly straightforward. If you are simply replacing an audio source you currently have connected to the phone system, it can greatly simplify the installation.

However, we recommend that you contact your telephone service provider or a qualified technician. If you would like us to help determine your installation requirements, contact us and provide us with your phone system's model number, the appropriate contact name within your company and the contact information for the company responsible for maintaining your phone system. We're glad to help!!

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Do the messages start from the beginning every time someone is placed on hold?

No.* The program plays continuously and whenever callers are placed on hold they will come into the messages at random (also known as "barge-in"). This ensures your callers will hear more information, especially during periodic calls from the same customers.

*For applications requiring an announcement to repeat from the beginning, please ask us for more details on available equipment.

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Who owns the program(s)?

You do! Free and clear. No residual fees.

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How long does the process take to completion?

Production and delivery of your on hold message program is usually about 10 business days, depending on approval of your script.

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How is the program delivered?

Programs are delivered via e-mail or U.S. Mail (dependent on format). Or, ask us about other options.

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How do we update the messages?

Updating your on hold message program is as easy as a phone call or e-mail to us. Just advise us of your script changes and we'll put fresh life into your callers' ears!

For your convenience, we offer cost-saving packages of 2, 4, 6, & 12 programs, that allow you to update your messages periodically. Our packages are sold on a "blanket" basis, meaning you can use your update options bi-annually, quarterly, bi-monthly, monthly or WHENEVER you're plain good-and-ready, without worrying about contract expirations.

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Can we hear our on hold message program before it's delivered?

Absolutely! Once you have given final approval on your script, voice and music choice we will be happy to audition your program at your request.

Please note that changes made to the script, voice or music/program after approval may result in additional costs.

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SayItOnHold is a service of Audio Advantage
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