So you’ve moved from an on-site PBX or legacy phone system to the cloud. Great! But what do you know about your caller experience? Will you answer each call in person or use an automated attendant? And like it or not, some callers will need to wait on hold to talk to someone or get some information. At that point, the system will grab the on hold file and play it from the beginning. This method of playing on hold music and messages creates a disappointing caller experience, but there’s a workaround you should try!
SEE VIDEO, BELOW
A Scary On Hold File Story
We have a customer who was streaming on hold messages into her business phone system. Callers heard a variety of messages about the business. One day, this business owner called Comcast to get improved internet service. Before she knew it, her phone system had been moved to the Comcast VoIP Cloud, advertised as “Voice Edge,” a “fully featured” platform. When we called to check on the messages on hold, we heard one of her on-hold files play from the beginning. We called back and heard the same file again. Every time people called, they were hearing the same file! How frustrating.
The Problem With A Single On Hold File
When your cloud phone system relies on just one on hold file (whether an MP3 download hold music track or a WAV music file), the playback repeatedly starts from the beginning.
That means:
- The caller goes on hold, and the system starts playing your audio file from the beginning of the file.
- Every caller, every time, hears the same first message and the same opening bars of music.
- Any time a caller returns and is placed on hold again, the same on-hold MP3 or on-hold WAV starts over.
Easy On Hold’s Monthly On Hold File Updates
After 28 years in the business, Easy On Hold has the answer: fresh monthly updates.
We’ll create a new on hold MP3 or on hold WAV file for you every month. That way, even if the phone system starts playback from the top, your content feels current and relevant.
For practical advice on choosing formats, limits, and system capabilities, check out: Message On Hold Files: What You Need To Ask.
- “Hi. It’s January — here’s an idea for the new year…”
- “Hi. It’s February — this month we’re sharing…”
- “Hi. It’s March — Let us help you get ready for spring…”
With monthly updates, callers hear something different and fresh — not the same loop every time.
To help visualize how this works, watch this short video.
(For a deeper explanation of this cloud phone system limitation, see: UCaaS On Hold Message Files Fall Short).
Why It Matters
Hold time is more than background noise. Your messages on hold for cloud phone systems influence how customers feel about your business:
- Repetition frustrates callers. Frequent customers notice quickly when they hear the same file over and over.
- Music alone does little to retain callers. Studies show that adding voices to music on hold can improve caller retention up to 75%.
For a deep dive into the technical side, revisit our earlier article: Music On Hold Files – Or Is There A Better Way?.
Give Callers A Better On Hold Experience
Whether your system asks you to upload hold music via a portal or requires an MP3 download hold music option, we make it easy:
- Files are delivered in the exact format your provider requires.
- You’ll always have a fresh on hold message file ready to upload.
- If you ever need help with the upload process, our support team is here to guide you.
With Easy On Hold, your business can:
- Provide engaging messages on hold for cloud phone systems.
- Rotate content monthly for variety.
- Avoid repetitive playback frustration.
- Ensure proper audio quality with the right format every time.
Even if your UCaaS system limits you to one file, that file doesn’t have to be boring or outdated.
Next Steps
If your callers are stuck hearing the same repetitive audio repeatedly, it’s time to upgrade your on hold music file strategy.
Talk to the experts at Easy On Hold today. We’ll create fresh, professional, properly formatted on-hold MP3 and WAV music files that will keep your callers engaged while they wait.
