Frequently Asked Questions


Still confused about the best Message On Hold options for your business?  Here are some answers to common questions that you may find helpful.

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

All equipment and systems provided by Evolved Sound is carefully tested to ensure that it will meet all of the requirements of our clients.  These systems are fully digital with no moving parts, allowing for easy updating.  Look out for companies offering domestic technology that may run on a battery or be difficult to operate or update, while also missing critical features for long term reliability and excellent sound quality.

Will your telephone on hold equipment work with my phone system?

Yes…provided your phone system has the ability to place callers on hold, or has an audio device connected to it such as a mp3 player or radio.  If this is the case, then all Phone Message systems supplied by Evolved Sound will work with your existing phone system.  If you are running a VoIP (voice over IP)  phone system, we can also provide VoIP Messages On Hold in digital format without the need for equipment.

If your business is utilising a single line telephone instead of a PBX/PABX multi line phone system, you may still reap all of the benefits that come with phone message marketing by using one of our single line On Hold modules.  Please contact us for more information about this technology.

If you upgrade your phone system or move offices, you will still be able to use your telephone On Hold system as long as the new phone system is still On Hold compatible, and our equipment is re-connected as it previously was.

How many On Hold message updates are right for my business?

There are several factors to be considered when answering this question, as some businesses will determine that they need to update more than others.  Obviously, updating frequently has its advantages whether it’s monthly, quarterly, or a few times per year.

As a rule of thumb, if the services, staff or information relating to your business is constantly changing, then it would be advisable to update your Telephone On Hold message in accordance with these changes.  This will ensure that there is consistency amongst all communication avenues of your business.  Your callers will likely become bored if they are hearing the same message over and over again.  We recommend updating at least 2 to 3 times per year or more if the same callers are calling back and being placed on hold multiple times.

How long will my telephone hold messages run for?

A typical Evolved Sound On Hold script consists of one A4 page, equalling 6 to 10 messages of 15 to 30 seconds each.  The finished recording typically runs for a total of 4 to 6 minutes.

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

When the on hold messages reaches the end will it automatically start again?

Yes.  In the case of our digital Telephone On Hold equipment, once the messages have concluded, it will automatically loop back and start over from the beginning.  In the case of our On Hold Software system, the rotation can be adjusted to play randomly or in the priority of your choosing.

Which part of the  onhold messages will the caller hear?

Regardless of how many callers are on hold at once, everyone will hear the same portion at the same time.  This is why we recommend that each message be limited to 15 or 30 seconds.  Should a caller be placed on hold during the middle portion of a given message, the next one will begin shortly.

We are aware that some Voice Over Internet Protocol (VOIP) and other advanced phone systems can have the caller hear the beginning of your recorded message each time they are placed on hold.  We believe that this is confirmation is not practical, as the caller will never hear the rest of your message, which can have a negative effect on callers placed on hold.

Can I play different messages to different callers or split the message to different parts our company?

This depends on the technical capabilities of your phone system, although there are very few that can do so.  Should your phone system be capable of this multiple message strategy, Evolved Sound will be happy to help you implement it.

Please don’t hesitate to contact us with further questions.