Frequently Asked Questions at On Hold Advantage. Located in Tulsa, Oklahoma, we are your non-stop marketing tool for on hold messages. Come listen to our professional voice talents, and try our new online copywriting center that allows you to create your script in a matter of minutes!

On Hold Advantage
2626 E. 21st St ∙ Suite 9
Tulsa, OK 74114

800-284-1866 (p)
918-745-0690 (f)

frequently asked questions

Thinking about using on hold advertising programs to market to your customers? Have questions about how it works? Wonder why on hold messages are more effective than playing the radio? Here are some of the questions we're asked on a regular basis. If you have a question or other important issue that's not addressed on this page, contact us .

Common FAQ's about on hold programs:

What kind of equipment do I need to be able to use on hold programs?
How much does it cost?
How often should I change my program?
How long is the program? How many messages are on a program?
Do callers hear the same message every time they're put on hold?
What is your turnaround time?
We have multiple companies on our phone system. Can we use your messages?
Can I start with just one or two programs and add more later?
Is there a warranty on the programs?
What's the difference between a standard cassette player and a digital player?
I have my own equipment, can I use it?
What if I want both male and female voices on the same tape?
What happens after one year?
What happens if I don't use all of my programs in a year?
How will on hold message programs work with my voice mail system?
Why can't I just record my own programs and play them?
Why don't I recognize any of the music you have in your library?
I really like Kenny G's (or other) music, can I have that on my program?
Why not just play radio on hold? What is licensed music?
Why does your system cost more than some of your competitors?
Do I own the equipment?
Can I use my jingle on the program?
Is it possible to record our on hold messages in other languages?

What kind of equipment do I need to be able to use on hold programs?
All you need is a business telephone system with music on hold capability. We have a list of compatible phone systems or you can confirm with your phone technician if you're not sure. To play the on hold programs, you'll just need either a compact disc player or a digital player, which we can provide you.

How much does it cost?
The pricing depends on the number of times you want to change your messages throughout the year. Prices start at $329, not including playback equipment.

How often should I change my program?
How often you change your program depends on your business. We're very flexible, so we'll work with you to establish a schedule that's right for you. Some clients just use one program all year round, and update it once a year. Many clients change their programs seasonally, or four times per year. Others produce monthly programs to offer specials or other dated information. Because we have a computerized scheduling system, we can coordinate your on hold programs to work with special events, rollout of a new product line, or any other special requirement. Other factors to consider include whether you get frequent calls from the same people, or if you tend to have a steady stream of new customers with less repeat business.

How long is the program? How many messages are on a program?
Each on hold program is six minutes long and can include up to twelve different messages. If you want longer messages or more music in between, we recommend using just nine or ten messages. If your messages are shorter or you want less music in between, use the maximum of twelve messages.

Do callers hear the same message every time they're put on hold?
No, your on hold program plays continuously, even if no one is holding. If you were put on hold at noon, and another caller was put on hold at 12:01, you would both be hearing the same thing, but you would have heard one minute more than the second caller. It covers all your lines, so if more than one person is on hold, they're all hearing the same thing. A caller would have to be on hold for more than six minutes before they would hear a repeat message. It's unlikely that a frequent caller would hear the exact same message every time they call.

What is your turnaround time?
Once we have received your signed order form, we can start work on your script as soon as you're ready. In addition to working from any brochures or printed literature you provide us, one of our account executives will also call you for a brief interview. At that time, they can also play you voice and music samples over the phone. The script information is then turned over to one of our professional copywriters who will fax you a script draft within a few business days. Once we make any needed adjustments and have your approval on the script, we'll go to production. From there, your program will be mailed in about seven to ten business days, though it's often quicker than that.

We have more than one company on our phone system. Can we put messages on hold?
You can use on hold messages, but keep in mind that the on hold feature cannot be separated for specific lines without additional equipment. We've produced programs for multiple companies in which the messages alternate for each company. You could also produce a generic program if the businesses are similar, or just stay with a courtesy program. If you do need to have your on hold messages completely separate, ask us about the Music On Hold Segregator.

Can I start with just one or two programs and add more later?
Yes. As a first time customer, we can always start you out with one of our smaller packages. If you upgrade to a larger package within six months, we can deduct what you've paid from a larger package. Past the six month period, we will just process your renewal early for the proper size package.

Is there a warranty on the programs?
Each on hold program has a 90 day warranty in case of defect. If something breaks within 90 days, call On Hold Advantage for a free replacement. After the 90 days, up to one year, a replacement program is just $45. You don't have to pay the whole production fee again just to get a duplicate.

What's the difference between a compact disc player and a digital player?
With a compact disc player your on hold programs play continuously by hitting 'play' and 'repeat' on your player. Once it reaches the end of your program, there are a few seconds of silence before it starts over. The player does have a one year replacement warranty, so if it wears out within one year, we'll send you a new one. Because your player runs continuously, it will eventually wear out. Typically 18 months to two years is a good life for a CD player. Imagine putting a CD in your home stereo and playing it non-stop for one year. The player will have lots of wear, if it is not already worn out.

A CD player does require some ongoing maintenance. In case of a power outage it will need to be reprogrammed to play. Also, we have found that CD systems do not produce enough volume on some telephone systems, though a $35 amplifier will usually correct the problem.

With a digital player, your program plays from a digital memory chip instead of a cassette, or CD, so there are no moving parts and nothing to wear out. Your program should sound exactly the same after a year or more of playing it. This machine is built specifically for on hold playback.

All you have to do is insert your On Hold Advantage Program (provided on a digitally recorded cassette) into the player. The machine will download the program to memory and that's it. It will play over and over from memory, not from the cassette even after a power outage. It has a three year manufacturer's warranty.

The digital player is a very "hands-off" machine, and should be the only player you'll ever need. If you're concerned about possible downtime, have a heavy call volume, or are thinking about just using one on hold program per year, we recommend the digital player rather than the CD system. This player will allow you to spend your time running your business rather than messing with ongoing maintenance.

I have my own equipment, can I use it?
Possibly. Here are a few things we'll need to know to determine compatibility:

If it's a cassette player, the manufacturer of the endless loop tapes recommends that the tape lie flat in the player. Players where the tape stands up on end like a home stereo unit are not always compatible. If you do have a shoebox style player that lays flat, it will likely work; however, your player CANNOT have an auto reverse feature. Because there is no tension on either spool of an endless loop cassette, an auto reverse player doesn't know which way to turn and will "eat" your tape.

If it's a CD player, you just need to make sure it can be programmed to repeat the on hold messages continuously.

If it's a digital player, we'll need to know what length of memory you have in it. On Hold Advantage programs are six minutes long and not all players have that much memory. However, if it turns out that you have just three or four minutes of memory, we can adjust your program length accordingly. We'll also need to know what type of tape you need to lead your digital player since not all players accept the chromium tapes we usually use.

What if I want both male and female voices on the same program?
Yes, we can use both a male and female voice on your program. We call it alternating voices. There is a small additional charge because we have to pay both professionals to read your script. We can take it one production at a time, or if you prefer, we can invoice you for all of the programs in your package. Alternating voices are a nice way to add separation to programs that are copy heavy and don't have much music between messages.

What happens after one year?
After you've used all the programs in your package, we'll send you a renewal notice for the same level of service. If you want to continue with brand new programs and extended equipment warranties (if applicable), just make your renewal payment and service will continue uninterrupted.

If you would like to change the number of updates you get the next year, just give us a call and we will revise your package.

If you would like to continue playing your current programs and not update at that time, just give us a call and we'll be glad to follow-up with you for new programs in the future. Keep in mind, however, that we'll only have your master programs for one year from the production date, so we may not be able to duplicate your programs in the future. Because of copyright regulations with our licensed music, we are unable to duplicate on hold programs after one year.

What happens if I don't use all of my programs in a year?
We're pretty flexible about how you use your package. If you use all your updates in ten months or fifteen months, we'll work with you. If you're not sure how many updates you'll use, We recommend starting with a smaller package. As a first time customer, you can upgrade to a larger package within six months of your order date and just pay the difference between the package costs. Or, we can always renew you early on a larger package.

How will on hold message programs work with my voice mail system?
On Hold programs are the perfect compliment to any voice mail system. Hundreds of our clients use them hand in hand. Though callers are often transferred directly to voice mail, the hold time in the transfer process can take up to 30 seconds. Also, if you are in the office but not at your desk, the caller may hold while they're waiting for you to return to your phone. Best of all, the on hold programs are just a fraction of what you spent on your voice mail system.

In addition, we work with a number of companies who want the same professional voice that's on their on hold messages to be on their voice mail system and even after hours recording. We would be happy to provide a quote.

Why can't I just record my own programs and play them?
A lot more goes into producing an on hold program than simply throwing some messages and music down on a tape or CD. Keep in mind what you play on hold is a part of your company image. You want something that sounds professional. We specialize in on hold message programs -- it's our only business. Our account executives, copywriters and production staff know what it takes to make you not only sound great, but also get the most from your hold time. That leaves you more time to do what you do best...sell your products and services and provide customer service.

Why don't I recognize any of the music you have in your library?
When it comes to licensing popular or recognized artists, the licensing fees get very expensive. We would not be able to offer our programs at competitive rates. Also, instrumental music is best so that the lyrics don't conflict with your messages. Our 15 licenced music styes are updated each January and July.

I really like Kenny G's (or other) music, can I have that on my program?
Our music license only covers the music we currently have in our library. The royalty fees for artists such as these are very expensive. If we had to pay for a license that covers all available music, or even a small number of today's very popular artists, we would not be able to offer our programs at competitive prices.

Why not just play radio or other music on hold? What is licensed music?
First of all, you're not using your hold time to your best advantage. That caller who's on hold has an interest in your business, otherwise, they would not have called. You have a captive, audience. With the radio, it's possible they may hear an ad for a competitor...not just someone who's in direct competition with your business, but anyone who offers a product or service that competes with you for the limited dollars your caller may have to spend.

With the radio, you have an uncontrollable on hold environment. Don't be surprised if your callers end up hearing the Emergency Broadcast System, jokes that are in poor taste, or even depressing news reports. Is that really the image you want to portray to your customers?

When playing the radio, or a music tape or CD, you should also be concerned with licensing fees. Because you're playing music for which you haven't paid the proper licensing fees that cover royalties that are due the performers.

The people who write and perform music are usually represented by ASCAP or BMI, watchdog groups that help ensure royalties are paid when someone uses their music for business purposes. This includes music-on-hold. Even though radio stations pay licensing fees for their use of performers' music, playing radio on hold is considered "rebroadcasting"; therefore you should pay your own licensing fees. On Hold Advantage pays all the licensing fees on the music we use on your program for one year, which eliminates your liability.

Why does your system cost more than some of your competitors?
When comparing prices, there are a number of things you need to take a look at. What are you getting for the price? Are you getting the same number of productions and are they six minute productions? Do you own the equipment or is it leased? Are you getting the benefit of script writing, your choice of seven professional voices and fifteen licensed music styles? Does the other company have an expert staff to assist you in making your on hold time an effective marketing tool? What kind of warranties do they offer? Are they offering you a one year agreement, or are you locked into a long term contract that can tie you up for years?

On Hold Advantage has been in business since 1983. We take great pride in providing a quality service, at a competitive price, with customer service that's second to none. That's why companies like Coldwell Banker, Nationwide Insurance and American Golf Corportation have given us the honor of being a major vendor.

Do I own the equipment?
Yes, unlike many of the other companies out there, the equipment we provide with your package is yours to keep.

Can I use my jingle on the program?
Yes, we can use your jingle. You'll have to provide it to us on either cassette, compact disc or digital audio tape. There is a one time fee to set up your custom music bed. Using your jingle could limit the number of messages you can have on your program. Once our production people have heard your jingle we can offer suggestions on the best way to incorporate it into your on hold productions.

Is it possible to record our on hold messages in other languages?
Yes, we have a number of clients that we produce programs for in other languages. While Spanish is the most often requested language, we've also done programs in French, German and Portuguese. A quote can be provided once we have seen a copy of the script. Translations are also available.