On-Hold Media Group Knowledge Base

Activity Reports

Q: What types of Production History Reports are available to your customers?

A: You can track the most recent or all previous productions by location through the “Production History” section of the "Admin Tools" dropdown. You can also view and print the details for the current Shuffle production series showing production delivery dates and times, plus the content of each production, by clicking on the “Details” link below each group.

Activity Reports

Q: How can I find out what scripts are running in my current and pending productions?

A: The Production History Report (see above) shows the contents of each previous, current and scheduled future production. In addition, when you log in to Shuffle, the “Manage Group Playlists” function takes you to the main “View Details/Finalize” page where you can see all the scripts in that Group’s current Voice Playlist. You are also able to remove scripts from the playlist on this page.

Audio Files

Q: I try to listen to audio files using RealPlayer and keep getting a message that says I need to update RealPlayer. What should I do?

A: For some reason, RealPlayer does not playback our audio files, (which are standard 8Khz WAV files) properly. We suggest that you download Windows Media Player to listen to our audio. If you already have Windows Media Player on your computer, open My Computer, then click Tools at the top and click Folder Options. Click the File Types tab and wait for the list to populate. Once the list is done, scoll down to WAV, highlight it and click Change. Another window will open listing the programs on your computer. Scoll down to Windows Media Player and click OK. Close your browser and reopen it for the changes to take effect. Email us if you have further questions.

Audio Files

Q: Why does my computer slow down when I try to listen to sound files?

A: OnHoldWizard uses streaming audio, so slower Internet connections will take longer to open the sound files.

Audio Files

Q: I can’t hear sound files.

A: Go to your volume control settings and make sure your volume is up and the sound is not muted.

On-Hold Spots

Q: When creating my new productions through The Shuffle, how can I hear what the script recordings sound like?

A: You’ll see the text for each script as you build your Voice Playlist. Clicking on the "headphone" icon to the right of the text lets you hear the recorded versions in Male and/or Female voice. This lets you audition the script’s audio before adding it to your playlist.

On-Hold Spots

Q: Can I change the content of my scripts?

A: Absolutely! Our clients must approve all scripts before they are posted to your library. Our clients can also write their own scripts and email them to us through the "Create Custom Scripts" area in the Admin Tools. We can then voice them and post them in your library for use. This is especially important when your scripts are for seasonal or promotional use.

On-Hold Spots

Q: How many different on-hold productions can I build while in The Shuffle?

A: When you click on “Generate Productions,” Shuffle will create a series of future productions for a weekly, bi-weekly, or monthly update schedule – depending on the interval you’ve specified. These will cover a three-month period (weekly updates) or six-month period (bi-weekly/monthly updates) from the Start Date.

Statistical Facts

Q: Will an on-hold message reduce caller hang-ups?

A: Yes. Companies lose about 52% of their callers within 60 seconds of on-hold silence. When a company employs an on-hold message system, the caller hang-up rate drops to 2%! Having an on-hold message is like buying a very inexpensive "on-hold insurance policy".

Statistical Facts

Q: How many callers actually prefer to hear an on-hold message?

A: When given the option to hear silence, music/radio, or an on-hold message, an overwhelming 88% prefered to hear interesting information with tasteful music.

Statistical Facts

Q: What is the average response to on-hold marketing messages?

A: The national average is 16%. Remarkable considering that direct mail follows as the next most effective form of advertising at an estimated 1%-2% response rate.

Technology

Q: What kind of telephone system do I need to be able to use Shuffle?

A: Nearly every commercial phone system will work, as long as it has a Music On Hold (“MOH”) port or an option card supporting MOH. The most common phone system is called a KSU (Key Service Unit) which generally has three or more incoming lines and several extensions. The MOH port is usually located within the "main equipment case/box" where all your phone lines connect. A PBX system is similar, but typically found at much larger facilities such as hotels, hospitals, or other location with many extensions and outside lines. Voice Over IP (VOIP) phone systems will sometimes need a WAV or MP3 file loaded into the on-hold section. We will e-mail a link to download the completed production file from our website that is to be loaded into the phone system. So, all but the smallest, minimum-featured phone systems have MOH capability.

Technology

Q: What type of playback equipment is used and who is the manufacturer?

A: The on-hold playback device is a digital remote downloadable unit manufactured by Nel-Tech Labs. Our opinion is that Nel-Tech Labs is the most reliable manufacture of on-hold equipment in North America.

Technology

Q: How does the playback device get new on-hold productions?

A: This device communicates with our servers periodically (several times a day) and checks to determine if a new production is awaiting download. If a production is waiting, the device imports it, stores it in on-board memory, and begins playing the audio output, which feeds to your phone system MOH input. If your phone system uses VoIP technology, we will email a link to you which lets you connect to our portal for downloading the on-hold message production, which you can then load into the VoIP system.

Technology

Q: How long is the equipment warranty?

A: Nel-Tech Labs issues a standard 60 month warranty. This warranty is extended by On Hold Media Group as long as the equipment is being serviced by On-Hold Media Group.

Technology

Q: How long does it take to get the equipment installed?

A: Usually about 15 to 20 minutes, including connectivity and audio checks.

The Shuffle

Q: How long will it take to create an on-hold production?

A: You can expect to spend less than 10 minutes updating your Shuffle playlists when you log in. Once this is completed, Shuffle will automatically create a series of new productions to download at the interval you selected (weekly, bi-weekly, or monthly).

The Shuffle

Q: How long does it take to receive my new production?

A: Once created, the production will be delivered on the next polling interval when the playback box checks in with our servers. The polling interval is typically 2 hours. If the production is needed immediately, there is an option to "force connect" back to our servers, causing the playback box to check in immediately and download the new production.

The Shuffle

Q: My company has frequent promotions which are "dated". How difficult would it be to have an existing message replaced with a new one after a promotion is over?

A: It is actually very easy. The Shuffle has a "Date Range Management Page" where you can select the start and end dates for designated scripts. The Shuffle will then include the script in all productions for the date range specified and then remove it from the playlist so it is not included in remaining productions after the selected "End Date."

The Shuffle

Q: How often can I change my production?

A: Shuffle will automatically change your production at the weekly, bi-weekly, or monthly interval you specify. If you need to make changes to the scheduled productions, log in to Shuffle, revise your playlist or other items as needed, and click “Generate.” A new series of productions incorporating your changes will over-write the previously-scheduled productions.

The Shuffle

Q: If I have several locations, can I designate one or more persons to control the script productions for multiple locations?

A: Yes. Any designated “Administrator” can create productions for any or all locations. Each location can have one or more “Users,” who have access only to productions for their assigned location.

Users

Q: What if I forget my password?

A: Contact On-Hold Media Group at 1-866-758-1300 for assistance.

Users

Q: Can I change or remove Users from The Shuffle?

A: Yes. As an Administrator, you can add, remove or change users by contacting On-Hold Media Group corporate offices between 8:00 am and 5:00 pm M-F.

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