Easy On Hold is now a featured partner with Frontrunner Network Systems, a single-source provider of business communication equipment and multimedia integration services for voice, data, video and advanced applications, serving enterprise and SME customers across the Northeast and Midwest.

Easy On Hold provides messaging on hold content for businesses of every size, working directly with Frontrunner Networks for flawless implementation and operation of on hold message equipment. Business already taking advantage of Frontrunner’s end-to-end network-support solutions will now have seamless on hold content setup and operation via Easy On Hold.

Among the offerings will be a multi-site network of on hold messaging devices that update over a web connection to the Easy On Hold studio, allowing businesses to provide constantly updated and relevant information to callers on hold.

Other Frontrunner partners are: Avaya, a global leader in business communications systems providing unified communications, contact centers, data solutions and related services, Benbria, a leading provider of intelligent notification solutions, Enterasys, a Siemens Enterprise Communications Company and premier global provider of wired and wireless network infrastructure and security solutions, Meru Networks, creators of an innovative self-monitoring wireless network that allows an all-wireless enterprise,  Mitel, a global provider of business communications and collaboration software and services for voice, video operating in over 90 countries, Polycom, an industry leader in unified collaboration solutions, including video and telepresence, Siemens, the global leader in unified communications solutions in more than 100 countries, and Telecom Brokerage, Inc. (TBI),  a consultancy that works on behalf of leading carriers in Voice, Data and Internet to negotiate the most competitive rates available on the market today.

About Frontrunner Network Systems

Frontrunner Network Systems is headquartered in Rochester, with offices in Buffalo, Syracuse, Latham, Plattsburgh and Highland, New York; and Chicago, Illinois. The company was founded in 1978 as ROTELCOM, a subsidiary of Rochester Telephone Co. As of February 19, 2008, Frontrunner Network Systems Corporation now operates as a subsidiary of Williams Telecommunications Corp.

Frontrunner has enjoyed over 30 years as a Nortel distributor and maintenance provider and we continue that relationship with Avaya. We work with several other telecommunications manufacturers, including Mitel, Siemens and AllWorx; and although telecommunication remains a large percentage of our core business, we have expanded our product and services offerings in recent years.

Is music on hold installation a do-it-yourself project? It might be as easy as plugging in an audio cable. Here’s what you need to know.

THIS REPORT APPLIES TO: Connecting a professional music on hold player to an MOH input on a PBX or KEY style phone system. IT DOES NOT APPLY TO: Off-site or hosted PBX systems, non-PBX or KSU-less phone systems (i.e., ordinary office phones purchased at electronics or office supply store).

AUDIO TRAVELS FROM MUSIC ON HOLD PLAYER INTO PHONE SYSTEM
First, let’s take a look at the “big picture”. Audio is played continuously from the music on hold player. The sound travels from the AUDIO OUTPUT over the audio CABLE to the MOH INPUT on your phone system.

iProMOH Music/Message On Hold Player

8 OHMS OR 600 OHMS? WHY TWO OUTPUTS? On the back of your music on hold player are two connections labeled AUDIO OUT. The 600-Ohm output is intended for telephone systems. (If your particular situation needs a louder signal, you may use the 8-Ohm output without harming your equipment.)

The 8-ohm output is appropriate for sound amplification systems, such as public address systems used by museums and amusement parks.

RCA CONNECTOR
Introduced by the Radio Corporation of America (RCA) this plug is also known as cinch/av or phono (a term meaning phonograph, but too easily confused with phone, as in telephone). All professional music on hold players sold by Easy On Hold use an RCA connection for the audio output.

3.5mm jack requires adapter to RCA type plug for use with music/message on hold devices.

REPLACING RADIO OR CD PLAYER

Radio Shack RCA 274-871 adapts male 3.5mm connection to RCA

If you are replacing an in-use audio source such as a radio or CD player with

your new professional music on hold player, remove the connection from the player and adapt the plug to RCA.
Adapters are inexpensive and easily found at electronic stores, or by calling Easy On Hold at 1-888-798-HOLD (4653). Shown: RadioShack 274-871.

NO PLUG AT ALL?

Perhaps your telephone technician connected wires for music on hold directly into your telephone system. Try connecting an RCA plug on the end for the music source.
A “punch-down block” is a device for attaching wires to phone systems. Your telephone technician may need to attach the on hold playback device there. A telephone technician using the proper tools will be required if changes to the punch-down block or any other part of your phone system are needed. Do not tamper with your phone system’s punch-down block.

Get the full report: Connecting_Music_On_Hold_Message_Player_Equipment-Easy_On_Hold_Whitepaper.pdf

Music On Hold by Easy On Hold offers custom messages, hold systems, voice mail and in store music – quickly and easily. Created by a successful advertising and marketing team with extensive experience in branding, public relations and audio production, Easy On Hold puts hold time to use as a strategic opportunity to achieve three marketing goals: educating the customer, brand positioning, and selling products and services. Savvy companies today view on-hold messaging as a legitimate extension of their marketing program and turn to Easy On Hold for scripts that are written, announced and produced with precision and purpose. Easy On Hold is a certified woman-owned business with over 15 years of growth and thousands of customers worldwide, including several of the Fortune 100.

“What type of business do you have?” asked my new acquaintance. “We make the messages–you know, the audio people hear while they are on hold,” I proudly smiled back. “You mean the, ‘please hold your call is important’ on hold messages?” I hesitated, then shot back, “Well, ours are the good ones. On hold music and messages have changed since the elevator music days.” But inevitably, the conversation dies at the thought of the dreaded on hold greeting that falsely purports that every caller is somehow a priority. What I do for a living is a real killer at holiday parties.

By the way, happy holidays and Merry Christmas. We’re wrapping up 2011 with high hopes that 2012 will be the year the image of the old phony on-hold message is finally replaced with the true vision of marketing messages on hold that inspire, inform and motivate callers. That’s what we offer here at Easy On Hold!

We’ve dedicated a good deal of time developing scripting protocols aimed at improving hold content, including:

• Focusing on the callers’ needs
• Communicating to the callers’ point of view
• Using comfortable language and avoiding “corp-speak”
• Digging to find out what callers are looking for, and satisfying their curiosity about the company they’ve called

Music On Hold Message content can be compelling!

In 2012, Easy On Hold will be continuing to upgrade our facility. In the last year we put our new recording studio in operation, utilizing new technology and isolated voiceover recording room. We’ll be revamping the website and providing more information for online access than ever before. We’ve been setting up a very sophisticated new customer relationship management system that will improve communications with clients and generate meticulous tasks for Easy On Hold staff to complete, in an effort to raise the bar on customer service. We’ve strengthened our relationships with equipment manufacturers, streamlined delivery processes, built a bigger, more specialized staff of music on hold experts and signed a new agreement with BMG music, covering performance rights on a bigger, better, newer library of music.

It all adds up, we expect, to a year of very high-quality productions and strong customer relationships–so those on hold messages will inspire, inform and motivate callers. Maybe then, we’ll be able to change the public perception of messages on hold. Maybe then we’ll get a little respect. High hopes for 2012.

Happy new year.

For small offices using ordinary phone lines, Panasonic makes a few business-friendly phone models of note. Setting up these phones can be tricky when you’re dealing with multiple lines and handsets, voice mail, auto attendant, etc.  This post will point out some features that you’ll find, and point you toward support options.

Panasonic KX-TG9391T Phone - Can be used with music on hold adapter.

Attention! Do not use the built-in message on hold offered with some phone models. We’ve heard several complaints about the poor quality and lack of memory. Use only licensed music through a music on hold dealer, such as Easy On Hold.

The Panasonic KXTG9391T overcomes many of the drawbacks that have been associated with wireless telephones. It is a 2-Line phone with a wired base and wireless handsets. In addition, it can be paired with a music on hold adapter that allows phone hold music activation by pressing the hold button.

Features:

• KXTG9392T comes with 2 wireless handsets
• KXTG9391T comes with 1 wireless handset
• Accepts 2 incoming lines
• One year manufacturer’s warranty
• Includes one corded base and one cordless handset with its own charger cradle
• Expandable: add up to a total of 6 wireless extensions
• 30% battery life increase over 5.8ghz models, such as the KXTG4500B
• 40-minute digital answering system
• Night mode ringer
• Program each handset to ring when you want
• Both the base and speakerphone function as hands-free speakerphones
• 3-Line Backlit LCD Display
• Backlit Keypad
• 3-Way Conferencing
• Number Caller ID Memory
• Message Waiting Indicator
• Adjustable Ringer / Volume Control
• Handset to Base / Handset Intercom
• Call Transfer
• Handset Locator / Paging
• Date / Time Display
• Clock & Alarm
• Hold button – only activates hold music when paired with Skutch Electronics CK1P-6 Adapter

If you need 4 Lines, the Panasonic KX TG4500B makes strides toward PBX-style features in an ordinary phone system. (Video) There can be a time-consuming set up for

Panasonic KX TD824 is a hybrid system. It mimics features found in PBX phone systems at a lower cost.

any of these smarter, programmable phone systems.

The alternative is to move up to a Hybrid phone system, such as the KX TD 824. (Brochure) The Hybrid system does not require a music on hold adapter. Most of the benefits of a PBX style phone system can be achieved with a hybrid system, usually at $600 to $1500 (depending on number of lines, extensions, used or new, etc.).

Getting Help

While Panasonic does have a complete support site with live chat and documents, multi-line phone support is only achieved via telephone. Panasonic Multi Line Telephone Unit support: 9am to 9pm weekdays: 800-211-7262.

Using a good-quality office phone is important, when you consider that a majority of business dealings involve phone calls. AT&T reports that only 3 out of every 10 calls get through without on-hold time, so having a plan for what callers on hold will hear while waiting is essential. Most small office phones, including the Panasonic KXTG9391T, KXTG9392T, and KXTG4500B do not have the capability to play music or messages on hold. With Easy On Hold working with you, however, a professional on hold music and message can be added using an adapter made for your specific phone device.

Attention Dental and Orthodontic offices! Here are some branding tips.

First of all, why brand your practice? Dr. Roger P. Levin, D.D.S. says:

Branding brings new patients to your door by clearly positioning your practice as a specific type of service provider. If branding efforts are successful, your practice will see many more new patients, allowing you and the dental team to educate and motivate them to become long-term patients.

Dr. Levin mentions the importance of having a consistent message. Branding is not a single event. It takes repetition and consistency. Don’t be a moving target. Become a bit predictable with your message, to make sure it sinks in. Some areas to consider, according to Dr. Levin: staff scripting, business cards, brochures, website, social media, direct mail, posters, signage, and on-hold messages. The key factors in branding: patience and a consistent message.

When a patient calls, you have two touch-points to consider: The way the phone is answered and what the caller hears while on hold. A potential third touch-point is the possibility that the phone is answered by an auto attendant (either because staff is busy or the caller has reached you after hours).

Our client, Dr. Stella uses on hold time to promote his “fun” theme to appeal to families with children…

Say goodbye to “ouch!” At Dr. Stella’s Funtastic Dental and Orthodontics we do EVERYTHING possible to make sure you don’t feel a thing. From the almost 100% pain-free injections with computer assisted numbing to our special micro drill that allows you to have your small & medium-sized cavities fixed comfortably, and most often without need for anesthetics!-No Shots!!! If your kids don’t beg to come back, it’s FREE! Visit our website at www.FuntasticDental.com for more details.

Oshtemo Family Dentistry is a practice that does a great job of promoting their website. The goal is to brand the practice as an “educating” practice. When callers are placed on hold, they hear…

Our dentists are experts when it comes to your teeth. But it also helps for you to know how to properly care for them. Be sure to visit our website, Oshtemo family dentistry dot com, and click on the “Patient Education” link for information on a wide variety of topics pertaining to oral health. That’s o-s-h-t-e-m-o family dentistry dot com. Thank you again for calling.

If this were your practice, how else might you “educate”? Informational emails? Articles and fliers in-office? Posters? Quizzes and prizes on Facebook?

Finally, remember to consider the entire patient experience as a branding opportunity. What does the customer hear, see and smell when he or she enters your practice? Dr. Susan Shiffman, a professor of psychology at Duke University Medical School in North Carolina, has been using chocolate and apricot aromas to help reduce anxiety in her patients.

“We wanted to set a new standard with our dental care facility… And the music is great!” – Charles M. Trauring, D.M.D. President And CEO, Duke University Medical School.

The background music and scent is offered through dmx. Talk to your Easy On Hold representative for information about commercial-free overhead music in your practice and the new scent technology.