Sound Communication: The Holdcom Blog

Looping Message on Hold

With Contributions from the Holdcom Script Department

Clients who discover messaging on hold services for the first time are usually excited and engaged, oftentimes asking many questions about our services. One such question typically is, "When the phone system places the customer on hold, does it automatically place them at the very beginning of the message-on-hold script?”

The answer to that question may depend upon the type of phone system you have.  A traditional business phone system untilizing a KSU (Key Service Unit) with an external Message On Hold digital announcer, plays in a continuous loop and a caller can be dropped into the program at any point.  VoIP systems can be set to unicast, where the recording repeats from the beginning with each time a client is placed on hold, or multicast or traditional "loop" with random placement into the message on hold program.

Most VoIP providers default to unicast, since running multiple loops takes up valuable bandwidth on their servers. However, multi-casting is encouraged, since it enhances customer experience.

The multicast format tailors both to regular callers and unique visitors. If you have regular customers, you wouldn’t want these callers to only hear the beginning of your on hold message program with every call – it would be a frustrating, and uninformative, experience. The loop format allows the customer to hear various parts of the message.

Another reason for multicast is that callers may need to be placed on hold several times during one conversation. To have him listen to the beginning of the message over and over would test the caller’s patience. The loop program provides a great chance for the caller to learn something new about the business/organization that he or she may have not known before.

Customers with unicast settings should inquire about how to change to multicast, or investigate installing a Digital Announcer on their VoIP system.  (Some VoIP sytems may not support external equipment and require digital files to provide messaging).

Tags: resources, message on hold, marketing