On-Hold Media Group Knowledge Base

My Account

Q: How do I recover my forgotten/lost password?

A: Just call our main number (866-758-1300) and we can supply the current password, or provide a new password if you prefer.

My Account

Q: Can I have multiple users access my account?

A: Yes. You can assign access as needed for single locations, all locations, or specified groups of locations. Ask your Account Manager for help in setting this up.

My Account

Q: Can I change or remove Users from my account?

A: Yes. Designated Administrators can add, remove or change users through the “Add/Edit Users” area of the Admin Tools. You can also update user information by contacting On-Hold Media Group corporate offices (866-758-1300) between 8:00 am and 5:00 pm Central Time, Mon-Fri.

My Account

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

A: Yes. We can set up new Users or Administrators with permissions to control one, or multiple locations in your company’s account.

Script Development

Q: How many scripts can I create?

A: You may create up to 24 scripts per year at no additional charge with an active subscription. If you feel you may need more than this, we can discuss the arrangements to do so at any time.

Script Development

Q: Who takes care of writing scripts?

A: Our website has an easy-to-use portal, called “Create Custom Scripts, ” which you can access to send us script ideas. Depending on your preference, scripts are usually developed by your Account Manager from basic information you provide. At your option, they can also be recorded verbatim using finished content you supply. From time to time, your Account Manager may also submit ideas to you, based on your website, newsletters you send us, and other communications. All new scripts we write for you are submitted for your final approval before your Account Manager enters them into our recording studio process.

Script Development

Q: Can I change the content of my scripts?

A: Absolutely! You can have scripts created or updated at any time to meet your changing needs. Use the Create Custom Scripts function to either write a new script from scratch, copy and paste an existing script with your changes, or send the basic information to your account manager and have them develop it for you to review and approve. Access the Create Custom Scripts function either from the log-in page or from Shuffle.

Content & Shuffle CMS

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

A: Shuffle will create a series of productions based on your current playlists for a weekly, bi-weekly, or monthly update schedule – depending on the interval you’ve specified – that will extend up to six months into the future. You can also update and edit your scheduled productions as often as you wish.

Content & Shuffle CMS

Q: Can I hear what the recorded scripts sound like?

A: Yes. While viewing the text for each script in your library or from the online dashboard, clicking on the play arrow lets you audition the script’s audio when selecting items for your playlist.

Content & Shuffle CMS

Q: Can I view the contents of my productions before they actually begin?

A: Yes. You’ll see the contents of each scheduled production as soon as you click on “Submit” to create the new schedule. You’ll also receive an email with links to this information for the future productions you’ve set up.

Content & Shuffle CMS

Q: What types of Production History Reports are available?

A: You can track the most recent or all previous productions by location. You can also view and print the details for the current Shuffle series showing production delivery dates and times, plus the content of each production.

Content & Shuffle CMS

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

A: Typically, 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). If you are managing productions for multiple locations, this process can take a little longer, but is all done in a single log-in session.

Content & Shuffle CMS

Q: Can your system handle dated material (with specific start and/or end dates), such as holiday hours or special event promotions?

A: Yes, it is actually very easy. For scripts with obvious end dates such as date-specific holidays, we hard-code an end date into the script so it will automatically be replaced on the specified date. Any other script in your library can be given any specific start or end date you wish.

Content & Shuffle CMS

Q: How often can I update my production?

A: You can update your playlists and create a new series of productions to replace your current production series as often as you like. Of course, automatic rotation of your productions is one of the key features of our Shuffle system -- it updates regularly even if you don’t actively change it. This keeps your on-hold programming fresh for your regular callers, keeping them interested and engaged.

Content & Shuffle CMS

Q: If I have multiple locations, can I tailor my content for the individual locations?

A: Yes. You can assign different content to one or more of your locations or regions using the “Groups” function in Shuffle.

Content & Shuffle CMS

Q: Is background music available for my content?

A: Yes! Background music is an integral part of our service. You can preview and select from hundreds of tracks in our extensive library, divided into genre categories. And all of our background music comes fully licensed with all royalties covered for your use in our system, so you don’t have to worry about additional costs.

Content & Shuffle CMS

Q: Do you have seasonal and holiday music available?

A: Yes. You’ll find a huge selection of music for every mood, season and holiday.

Technical Information

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

A: Nearly every commercial phone system with a ‘hold button’ will work. Virtually all of these will have a Music-On-Hold (MOH) port or option card. There are three general types of systems: • 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 "control equipment case/box" where all your phone lines connect. The playback device audio output plugs into this port or jack. • A PBX system is similar, but typically found at much larger facilities such as hotels, hospitals, or other locations with many extensions and outside lines. These typically also have an MOH port or jack. • Voice Over IP (VoIP) phone systems can either have an MOH port/jack or will sometimes need a WAV or MP3 file loaded into the on-hold section. In these configurations we e-mail a link to import the completed production file from our website, which is then loaded into the phone system.

Technical Information

Q: Do I need any additional equipment?

A: Depending on your phone system, you may or may not need a playback device. We can help you determine whether or not your system requires one of our devices.

Technical Information

Q: Will your service work with a Hosted VoIP System?

A: Yes. We’ll provide production files to be loaded into the VoIP system. We will need to know the correct file format (typically CCITT u/Law WAV, PCM WAV, or MP3) for compatibility with the VoIP system, and the contact information for your VoIP provider or technical support.

Technical Information

Q: What type of playback equipment is used?

A: If needed, we use the iLink on-hold playback device -- a digital, remote-downloadable unit that receives production updates from our studio via the Internet. It provides analog audio outputs in both 8-ohm and 600-ohm impedance.

Technical Information

Q: How long is the equipment warranty?

A: Your playback equipment is covered by On-Hold Media Group for as long as you are actively using our service.

Technical Information

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

A: Our playback devices check in with our servers several times a day via an Internet connection from your Local Area Network (LAN). When a new production is scheduled to start, the player automatically downloads and begins playing it.

Technical Information

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

A: Installation usually takes about 15 to 20 minutes, including connectivity and audio checks. Three simple cable connections are required, and we supply all the necessary cords and instructions with the device. We’ll even walk you through the installation process by phone. This generally does not require technical personnel to complete.

Technical Information

Q: How long does it take to receive my new production once I’ve submitted it?

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 for the playback device is typically a couple of hours. (Note: 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.) If you have a hosted VoIP system, we’ll deliver the new production to your provider or other designated recipient within a couple of hours.

Technical Information

Q: What if I have more detailed questions about the actual operation of the Shuffle system or my account?

A: There is a more in-depth User Guide available within the Shuffle application. Of course, always feel free to contact your account manager with any other questions you may have.

Billing & Terms

Q: How does On-Hold Media Group stand behind its service?

A: While our clients tend to be more than satisfied with our service and the results that they enjoy from using it, we stand behind our service with a 100% Satisfaction Guarantee. If you’re not happy for any reason and want to cancel, just let us know. Return your equipment and most-recent invoice unpaid and owe nothing further.

Billing & Terms

Q: What forms of payment do you accept?

A: We have a secure online bill paying system that is available 24/7 on our website or we can also take credit card payments over the phone. We also accept checks by mail or ACH/EFT payments.

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