Frequently Asked Questions

Still confused about all this message on hold fuss? We don’t want you to go into a head spin! Here are answers to frequently asked questions.

How do I know if the on hold equipment you are offering is professional and reliable for my business?

Since our establishment, we never stop improving our equipment and systems. All Evolved Sound’s on hold equipment has been tested and proven for their functionality, with attention to long-term reliability and excellent sound quality. Our on hold systems are entirely digital, with no moving parts, and capable of providing flexible updating options.

Will your equipment work with my phone system?

Yes, it will work, provided that your phone system is capable of placing callers on hold and / or currently has an audio device connected on hold (such as a CD player or radio). If so, in most cases all of our on hold systems and your phone system are compatible to work with. If you are running a VoIP (Voice over IP) phone system, we can also provide VoIP messages on hold, whereby we only supply the digital content excluding the equipment.

If your organisation is only using a single telephone line and not a PBX / PABX multi line phone system, you can still enable your telephone for on hold by connecting to one of our single line on hold modules. If you have further questions regarding the matter, please contact us.

If you’re upgrading your phone system or if you move to another business location, you can still use your on hold system, provided that your new phone system / locations allows for on hold messages in the same way. You will just need to reconnect our system again and it will run just like before.

Should I regularly update my on hold messages?

It depends on your discretion whether to change it or not. But as a general guide, it is best to update your on hold messages monthly, quarterly or a few times per year. You don’t want your callers to be fed up with the same on hold message that is running on your system for a decade. It would be better if you change your on hold messages at a particular time, maybe 2-3 times a year. Callers love something new and fresh, particularly those that regularly call back and are placed on hold! Advise of special promotions, new products or customer service info – there’s always something more that can be said!

How long will the on hold messages run for?

A typical on hold script is about one typed A4 page, which consists of 6 to 10 messages (averaging 15 to 30 seconds in length per message). Once the full mix has been produced, this equates to a total running time of 4 to 6 minutes.

What kind of things can I achieve with my on hold message?


Will the on hold message automatically restart once it reaches the end?

Yes. In the case of our digital on hold equipment, when your message reaches the end, it will automatically loop back and play from the beginning again. If however you’re using our on hold software system, the messages being played can be prioritised more randomly or with message specific rotations.

Which part of the message will the caller hear?

For example, if you have 3 callers on hold, all of them will be hearing the same message at the same given time. Callers are placed on hold at a random point within your entire recording. This is why we recommend each message to be not too long. Each on hold message paragraph within your script should have an average length of 30 seconds. So if  the caller is placed on hold mid message, they next one is only moments away.

We are aware that some of the Voice over Internet Protocol (VoIP) and other advanced phone systems can have their callers hear the beginning of the recorded message when placed on hold. However, we think that this is not the best method of playback since most callers won’t be able to hear the second half of your script for duration of the average hold period.

Can I play different messages to different callers or split them to our company’s different departments?

This option would be subject to the technical capability of your phone system, however this is very uncommon amongst phone systems we have encountered. Evolved Sound would be more than happy to work with you to achieve this multiple message strategy if your phone system is capable of achieving this.

Please don’t hesitate to contact us if you still have further questions.