VOIP Business Phone Tips & Tricks

What you should know about VOIP music on hold

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Loading files for your music on hold?

5 tips and tricks you can use today!

Are you with a telecom provider that requires the use of audio files for music on hold? First, check with your provider to find out if your platform will accepte live streaming MOH (music on hold / messages on hold).

If you must use files, follow these 5 tips for giving callers a better experience.

  1. Find out if you can load multiple files, rather than one longer audio file. When something becomes stale, will you have to start all over, or just remove the out of date file(s)?
  2. Use the Easy On Hold® FILE BUILDER approach. We provide several individual topics, available in a convenient online portal. Log in and download the topics that are relevant right now. If you need the topics arranged in a single audio file, it can happen automatically!
  3. Make a plan for changing the audio. Too many businesses load an audio file for the MOH and forget about it. We've talked with owners and managers with music and messages that are 3 years old and older! The time to plan to make a change is the moment you upload audio into your telephone platform.
  4. Be informed about the way the audio file is played. If the audio file plays from the beginning every time a call is placed on hold it will be even more important to change the file frequently. Imagine calling your business and hearing the same 20 seconds of music and message you heard last time you called. After someone answers but has to check on something, you're on hold again and hear the exact same 20 seconds of audio once again. If you have a 4-minute music on hold message created, much of your audio will never be heard.
  5. Can Easy On Hold® change the audio for you? Sometimes we can log in and upload the audio safely, saving you the worry and hassle. We can set up schedules with you.

Remember, if your provider is forcing you to use audio files, work with Easy On Hold® to make the hold experience more professional, personal and effective for your brand.

Thinking about switching to Voip?

Tips for HOSTED and ON-PREMISE Platforms

VoIP (Voice Over Internet Protocol) phones are replacing old PBX office phones at a rapid rate. A new phone system can be more of a communications platform offering features that can increase productivity. If you're still on an older phone system (or none at all), note these quick tips we've learned from being experts in the industry for 20+ years.

HOSTED

Hosted VoIP refers to a phone connection through the internet to an off-site (hosted or cloud) provider. Often, up-front costs are lower than an on-premise system, but ongoing service can make up the difference. Always ask about the music on hold capabilities. Some providers will make you load an audio file that is not easily changed. Many providers play the hold music from the beginning every time a call is placed on hold, causing repetition and burnout; ultimately hang-ups.

TIP: Know the long-term costs.

TIP: Find out if the hosted VoIP can scale up to meet future needs.

TIP: What kind of training is included?

MUSIC ON HOLD IMPLICATIONS

Many hosted VoIP providers do not allow high quality music on hold options.

TIP: For now, avoid these brands that do now allow flexibility with music on hold messaging:

  • 8 X 8
  • Vonage
  • Ring Central
  • Mitel Hosted
  • Jive
  • 3CX
  • Cox
  • Charter
  • Comcast

    • TIP: Definitely look into these brands. They support streaming music on hold, which gives you a chance to have a modern phone on hold experience to your important callers.

    • Bicom Systems
    • OnSIP
    • Nextiva
    • TPX
    • Fusion

    ON-PREMISE

    When the phone system hardware is kept at your business site (on-premise or "on-prem") you will be responsible for ongoing maintenance. However, you will have complete control and enjoy lower cost of ownership over the life of the system. You'll also have customization options that may be necessary.

    TIP: Best for companies with internal IT personnel.

    TIP: Can up-front costs be spread out over time?

    TIP: As with any new system, training will be important.

    MUSIC ON HOLD IMPLICATIONS

    Many on-site VoIP systems (also called IP-PBX) do integrate with streaming music on hold and external devices. This means you will be able to offer callers a premium, high-quality customer service experience.

    TIP: Look into these systems for a better customer on hold experience:

    • Cisco CUCM
    • Avaya 7.0+ with Aura CM
    • Avaya Office IP (hardware)
    • Allworx
    • Fortinet
    • iPitomy

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