Playback Equipment Options & Installation

VoIP Compatibility

Did you recently up date your phone system to VoIP (Avaya, Cisco, Ring Central PBX etc.)?  On-Hold Marketing can provide your on-hold productions formatted for all brands of VoIP Phone Systems.  Formatting is included in your on-hold package.

Don’t compromise your caller experience (and your bottom line). You may have been informed that “on-hold is included in your system or hosted service”… but, in most instances, you will only be receiving a 30 second canned music piece and NOT a full-service customized production

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:

Remote Load:

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. 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.

New Account Preparation:

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 beep removed and the music-on-hold 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.

Installation Steps for USB-load Units

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

Video link – how-to

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.

If you’re not sure what to do, give us a call: 1-888-466-4653

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 0’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.

Need assistance? Give us a call: 1-888-466-4653. We provide no charge telephone support and can recommend a technician should you wish to have someone come on site.