FAQ’s
What do I need to have an On Hold Message?
On Hold Magic will supply you with an on hold message unit to play your messages. You will need to ensure that your phone system can support an on hold system.
How do I know if my phone system can support an on hold unit?
Your phone system will need to be within 15 years of age and have more than one incoming line. Your phone system will need to be capable of plugging in an external audio source like the radio or a CD.
Depending on how your phone system is programmed you may need a phone technician to do some minor re-programming. (eg, if you have chimes currently playing on hold)
How do I change my on hold message and how often can I update it?
As part of the On Hold Magic service, depending on what package you choose, you receive a certain number of on hold productions per annum. Our Production Team will contact you when you’re due to update your on hold message, although you can update your message at anytime.
It’s important to keep your on hold message fresh and up to date with relevant information. It’s for that reason we recommend you change your on hold message at least 3 – 4 times per year.
Can I choose my own voice over’s and music for my on hold message.
Yes! We utilise a range of diverse voice talent from all over Australia. You can choose talent that by visiting our voice over’s page
/VoiceTalent.aspx or leave it up to us.
The same goes for your background music. We have 1000’s of non-copyright tracks to choose from.
Why can’t I use songs from the radio?
You can, but it comes at a price! And in our experience it isn’t worth it. Legally you are required to obtain a licence for the music. At On Hold Magic we use non-copyright music in all of our on hold messages, therefore not attracting any expensive fees.
Remember, it’s the message that sells, not the music.
When someone calls and I put them on hold, what do they hear?
All callers on hold will hear the same message at the same time. Your on hold message is on a loop system, so when someone is put on hold, they will hear what point the message is at. It will not start from the beginning.
What happens if my on hold message/unit stops working?
We supply a troubleshooting guide with all of our on hold equipment. There is even a troubleshooting VOOVI (Voice Over Vision) on our website. If none of the troubleshooting tips help the problem, we can usually fix the problem over the phone with you.
Phone system faults will need to be handled by your phone technician, as this is separate from the on hold unit.