Custom On Hold Messages

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 across hundreds of real client situations, with attention to long-term reliability and excellent sound quality. Our on hold systems are entirely digital, with no moving parts and are capable of providing easy updating options. This can include fully managed on hold messages updates direct from the Evolved Sound studio to your phone system.

Yes, 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 radio) you are good to go!

If you are running a cloud VoIP (Voice over IP) phone system, we can also provide VoIP messages on hold, whereby we only supply the digital content excluding the equipment.

We have proven Messages On Hold VoIP solutions for virtually every hosted VoIP and cloud phone system. In many cases we can offer full dynamic programming, unique content blending and remote loading direct from Evolved Sounds studio. This presents greater marketing and customer experience benefits compared to callers repetitively hearing the first 1-2 messages of your script each time they are placed on hold.

We can assist will full message on hold and music on hold management by leveraging on our direct cloud integrations for 3CX, 8×8, Asterix, Aussie Broadband, Bicom Systems, Broadsoft, Broadworks, CISCO, CISCO CUCM, Dialpad, Epygi, Exetel, Five 9, Fortinet, FreePBX, FreeSWITCH, Fusion, Granstream, Genesys & Gensys Cloud, Microsoft Teams & Teams Phone, TPG, NICE CXone, Odoo VoIP, Optus Loop, RingCentral, Spark Cloud, Summit Internet, Telstra TIPT, Vodia, Yealink, Yeastar, Zendesk and Zoom phone systems.

For on premise phone systems we supply Network On Hold Systems which presents significant programming, remote management and sound quality benefits compared to connecting regular USB on hold players or internal loading of on hold messages. Our on premise PBX on hold capabilities includes Aristel, Avaya, Ericsson-LG, iPECS Phone System, Mitel, NEC, Panasonic and Fanvil.

It’s up to you! But as a general guide, it is best to update your on hold messages at least 2 to 3 times per year. You don’t want repeat callers to be fed up with the same on hold message that is running for a decade! Callers always love something new and fresh to hear while on hold. Why not advise of special promotions, new products or customer service info – there’s always something more that can be said!

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 with music, this equates to a typical running time of 4 to 6 minutes. A little longer isn’t a bad idea either, as it will help to reduce repetition if your callers experience extended wait times.

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 specific message rotations.

Commonly, 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 that each on hold message is not too long. Each on hold message paragraph within your script should have an average length of 20 to 30 seconds. So if  the caller is placed on hold mid message, the next one is only moments away.

We are aware that some Voice Over Internet Protocol (VoIP) and other newer phone systems will place callers on hold to the same beginning of the recorded message each time they place callers on hold. This is not ideal as most callers will not hear more than the first few messages of your script.

This option would be subject to the technical capability of your phone system. It is best to check with your phone company if this is the functionality you require.

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.