After a power outage or a generator test, getting your critical services up and running is the top priority.  Things like routers, Internet services, telephones, etc. are the things you have to do first.  These services are the lifeblood of your business.  Be sure to add Message on Hold to the list.

Think about it.  Message on Hold bridges the gap between your outside marketing efforts and the friendly team member that tells callers about your products and services, answers questions, provides customer service, and more.

If you’re like most business owners, outside marketing is where you spend the majority of your marketing budget.  It includes your website; pay-per-click, print, and radio ads; social media efforts; etc. – all the things you do to get prospects to call your business.  Message on Hold fills the gap between the time a call is answered and placed on hold, to the time you return to the call.  It provides a transition between your outside marketing efforts and your conversation.  An effective on-hold message engages, entertains, educates, and retains on-hold callers.  It’s the lynchpin that connects the parts, so getting it playing again is pretty important.

Now that Message on Hold is on your list of things to restart after a power outage, what do you do next?  Here are a few simple steps to get your on-hold marketing message playing again.

From left: Mackenzie CD Unit, IntelliTouch CD Unit, Nel-Tech USB Unit, Bogen Tape Unit, and Premier USB Unit

First, how do you play your messages?  Do you play them through your phone system or do you use a Message on Hold device?  If you play them through your phone system, simply restoring power to the phone system should take care of the problem.  If you’re using a Message on Hold device, find the unit.  It’s connected to your phone system and is, most likely, in a technology room or closet.

Second, unplug the power cord from the unit, let the unit sit for 20 seconds or so, and reconnect the power cord.  This may take care of the problem.  If not, your next steps depend on the type of unit you’re using.  If you’re using a:

  • USB unit, you may also need to remove and replace the memory stick (a.k.a., USB drive, thumb drive, jump drive, etc.). Plug in the memory stick and follow the process described in the manual that came with the unit.  Click here to request another copy of the manual.  You may need to repeat the process with a fresh copy of the message on the memory stick.
  • CD unit and your message doesn’t start to play, you may need to remove and reinsert the CD. Some units have a door you open when you replace your CD.  Simply opening and closing the door should trigger the message to reload.
  • Tape unit, you can just leave the tape in the unit. Your message will automatically reload when you restore power to it.

Finally, test the message to make sure it’s playing.  Simply call your main number and ask the person who answers the phone to put you on hold.  You should hear your message playing.  This is a great time to adjust the volume to make sure your message isn’t too soft or too loud.

What if you don’t hear anything but the dreaded silence on hold?  It’s possible that the unit was damaged when power was lost or restored.  You may need to replace the unit.

Help is available! Many reputable Message on Hold providers offer online and/or telephone support for those who need extra help.  On-hold provider, Smart Link Solutions, takes support a step further.  In addition to telephone support, Smart Link Solutions will send out a representative to troubleshoot operational problems for clients in the local area.

When you know what to do, getting your on-hold marketing back on-line is as easy as one, two, three!

Not sure if Message on Hold is right for you?  Check out the article, “Do You Really Need Message on Hold?”  This simple, yet powerful marketing solution is surprisingly affordable (less than the price of a cup of coffee per day).  Sign up for a 3 year, 3 change production package before March 15, 2019, and Smart Link Solutions will throw in a 4th production change for free!  Contact Smart Link Solutions to get started today!

Betty Green has been a copywriter with Smart Link Solutions since 2008.  She has an MS in Organization Development with an emphasis on organizational communication, as well as a BBA in Management from Eastern Michigan University. She taught business communication courses to undergraduates at Concordia University and has worked professionally in a variety of industries.