Category Archives: Equipment Reviews

AT&T MS2085: A Big Disappointment In A Small Business Phone

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AT&T MS2085 is a bad ideaAfter praising AT&T for developing the innovative and affordable SYN-J small business phone system (see article here), we’re turning around on the manufacturing arm of the telephony giant due to the puzzling MS2085 phone system.  We’re working with a law firm that just purchased the MS2085 phone system with 2015 desk phones. They just can’t figure out how to change the awful on hold music stuck in the system. The answer? You can’t.

Does Not Work With Music On Hold Devices
Confirming this on several sites, I located a customer who is returning the phone to the retailer for this reason.

“The main reason I needed to return it: I found out it DOESN’T WORK WITH ANY MUSIC-ON-HOLD machine. And besides, stupid music on hold that is built-in CAN_NOT_BE_TURNED_OFF or edited. Are you guys serious??? This is end of 2012, not 1980. You’re selling a business phone and this phone can’t be working with custom business messages, paid music-on-hold solutions, etc? …”

The Wierd Concept
The idea behind this phone is that there is one “base station” or “console” phone to which incoming phone lines (up to 4) are attached. So it looks like this phone system is using your old POTS lines (analog phone lines). Only the main console attaches to the phone lines. Easch deskset connects to your office network (via an Ethernet connection). Now you have a combination of phones that are on the office network (intranet) and using analog lines. This makes little sense when wireless technology would allow desksets to easily connect without wires to the console phone, as with the SynJ system.

Complaints Abound
There is no shortage of complains on the web about this system.

Another dissatisfied buyer writes:

“there are too may deal-breakers for me with this phone system:

1. Hold music can’t be changed or turned off. It’s terrible music and I would not want to subject any of my customers to this bad music.

2. Calls transferred by auto attendant don’t go to voicemail as another reviewer mentioned.

3. System does not recognize a hang-up call so it keeps recording voicemail.

4. When a voicemail is being recorded by one line and another line receives a call, the auto-attendant does not pickup, it just rings and rings.

5. There seems to be a delay in the time the voicemail finishes recording and the time the system “frees up” (see #4 above) and displays the message notification (my tests showed this took several minutes). You can use this phone system without the auto-attendant and the built-in answering system (thereby avoiding issues 2-5 above) by using service-provided voicemail boxes.

6. The speaker, both speakerphone and corded handset speaker, is fuzzy. It sounds like the paper membrane of the speaker is rattling slightly. I’m not sure if this affects the quality the person on the other end of the line hears (we tested with cell phones so it was hard to tell, seemed OK though). But recording the voicemail memos sounded fuzzy no matter what phone you listened to them on – although if you’re using the service-provided voicemail you could record it from another phone.

Ultimately though, the hold music was the biggest deal-breaker. I would not recommend this phone to anyone. ”

Documentation
For detailed information, you can look in the manual.

Professional Installation May Be Required
AT&T promotes this phone system as, “No professional assistance required.” This contradicts reports we have heard from our clients, who say they have needed to bring in expensive hourly network techs to get all of the stations to work properly.

Here’s a review posted at BestBuy.com: “Cons: Design, Performance, Expensive, Difficult to Use. This phone system is useless as a business phone. We have tried to get it to work for several days with no luck. this is the most confusing phone system I have ever worked with as a business owner for the last 30 years. These will be packaged back up and returned ASAP!”

There are better systems for similar money that would make your life at the office easier. Check out our aticles on: X-Blue, TierZero, and the AT&T SynJ. Note: the SynJ SB67158 is just the base console phone; The SB67138 is the base phone with one wireless handset. Also available are wireless desk sets.

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Small Office Business Phone System With Auto Attendant, Music On Hold Input

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When searching for a telephone system for a small business, there are a confusion array of options. How many lines and extensions? Analog or digital lines? Intercom, voice mail, automated attendant, music on hold? The goal is for the small business to sound solid, dependable and professional. The X-16 Analog Phone Line small business phone system is worth a look.

Size & Scale
For a business with up to 24 employees, looking for a professional phone system with options that rival the big PBX systems and cloud-based VOIP services, the XBlue X-16 is a problem-solver. The system supports up to 6 incoming phone lines and 16 extensions.

Wired Handsets
Each desk phone is a wired extension (handset) with big-office features, including caller id, speaker/hands-free operation, memory dial, backlit lcd display screen and the ability to record conversations. There’s also speed dial, a headset jack and a choice of snappy colors.

Setup
The main control box (they call it the “server” although it is not an I.P. device) takes standard telephone lines (POTS), in other words, those old dial tone lines that are just like the one you used to have at home (or may still have). This control box takes standard phone jacks (modular connections) to make it a do-it-yourself installation possible.

Auto Attendant
Too busy to take calls? The automated attendant will capture incoming calls with a greeting, then hold the call or pass it on to the desired extension. The voice mail system will store up to 2 hours of messages.

Music On Hold
The music on hold feature is perfect for business wishing to upgrade customer care to a professional message on hold program. The main control box accepts a 3.5mm plug from an  external music and message on hold device, such as the iProMOH or USB-Pro, sold by Easy On Hold.

VOIP Also Available
XBlue also makes VOIP phones, which require monthly line charges. Note that the VOIP phones require that you upload hold music files. The files must be under 5MB. I much prefer the use of an external player for ease of use, flexibility in changing messages and less hassle.

Price
XBlue sells their devices through Staples, Sam’s Club and other retailers. Here are some links to help you find the XBlue products at Staples:

 Do Your Research
I have not personally used the XBlue products and cannot provide any real-world test results. I do suggest looking into this promising small business telephone solution further. You will find some reviews of the XBlue X16 system on Amazon.
The XBlue corporate video is on YouTube. You will also find sellers and installers talking about this system. The X-16 carries a 1-year manufacturer’s warranty.
Easy On Hold does not sell phone systems, but we’re always on the lookout for solutions that allow continuous music and message on hold audio to create a more professional caller experience. Tip us off is you find something of interest!

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AT&T 4-Line Phone Integrates External Music On Hold Message Device

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An Easy On Hold client saw this article and purchased this phone. Here is what she said:

“After speaking with your team, I went to Radio Shack and purchased the 3.5mm to RCA plug adapter (RS 274-387) which allowed me to use the cable that came with the phone system. I connected the Easy On Hold USB Pro message player directly into the phone and it works perfectly.”

Original article:

AT&T now offers a 4-line phone that provides an input for an external music on hold player. It is the SB67138, also called the Syn-J.

Most ordinary 2 to 4 line telephones do not provide an input for music on hold. Small businesses can accommodate a music on hold player using an adapter (see Skutch Electronics Adapters). This has added up to $300 cost to the on hold playback setup. While the Syn-J is more expensive than most cordless phones, it does the job of a fairly sophisticated phone system at a very reasonable price. The suggested retail price is $379 for the phone base station and one handset, although we’ve seen it from $379 to $505 on the web. Up to 10 handsets are supported at about $100 each.
AT&T website Syn-J page

SB67138 Syn-J music on hold setup

How The Music On Hold Port Works
In reviewing the user manual, we discovered that an audio source, such as a music on hold player, can be connected to the HEADSET/AUX INPUT jack on the side of the phone. This means continuous audio can be played into the telephone, so that when the hold button is depressed, the caller hears the audio stream. This also means that you may not use this port for a headset, as it is an “either-or” option. Once you have decided to use the HEADSET/AUX INPUT jack for streaming music on hold, you must program this option into the phone. There is a somewhat involved programming exercise required to set your preferences on this phone (but once you realize all it can do, you may see that it’s worth the effort).

Repeater Technology
If your small business has a warehouse, nursery, plant, yard, etc. and you need a way to stay in touch with the staff at several remote locations, this is the phone for you. Optional range extenders (repeaters) can be placed at a distance from the base station, to double the range for wireless handsets. Phones on your site, but farther away from the main office can now communicate on the same system.

AT&T SB67138 Syn-J

Features
Push-to-talk is also integrated into the Syn-J system. The handsets can become intercoms (radios/walkie-talkies) for quick communication needs with your team. An on-board battery provides 20 minutes of system use in the event of a power failure. Phone calls can be recorded using buttons on the base station. A built-in auto-attendant/voicemail system can also be set up to handle calls when you can’t. 3-way conferencing is also possible.

Manual Missing Key Information
The manual for the AT&T SB67138 mentions using a laptop as an on hold source (which seems unprofessional) and does not include warnings against the use of unlicensed content for phone on hold. They should make it clear that it is not lawful to re-broadcast copyrighted or unlicensed music (including radio stations–yes, even classical music) on hold. For best results from unavoidable hold time, use a professional music on hold message provider.

 Installation

USB Pro Hold Music Player
Recommended Music On Hold Message Audio Source (Device)
The simplification of introducing a hold music player, such as the USB-Pro, makes the AT&T SB67138 an affordable alternative for small businesses seeking a professional phone and music-message on hold solution.
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iPod Not The Best Choice For Music On Hold

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A caller to Easy On Hold asked for some tips on plugging in his iPod to play music on hold on his phone system. It can be done, but that’s not to say it is a good idea.Portable mp3 players are great for personal listening, but these music machines are not built for 24/7 music on hold playback. Here are a few reasons why we recommend against using your iPod for on hold music playback.

Continuous use of your iPod may void the warranty.
Since the warranty explicitly states that the product is not made to be used continuously (“uninterrupted”), any damage from such use is not warranted.The following is directly from the Apple Warranty on iPod products:

Apple does not warrant that the operation of the product will be uninterrupted or error-free. Apple is not responsible for damage arising from failure to follow instructions relating to the product’s use. This warranty does not apply: (a) to damage caused by use with non-Apple products; (b) to damage caused by accident, abuse, misuse, flood, fire, earthquake or other external causes; (c) to damage caused by operating the product outside the permitted or intended uses described by Apple; workmanship; or (g) if any Apple serial number has been removed or defaced.

Low-level output may be inadequate.
Because the iPod is built to conserve battery power, the audio output is configured for use with high-efficiency headphones. This low-power output is not made to match the impedance of a telephone system.

The iPod will need to be reset if it loses power.
An iPod will not restart in the case of power loss; someone will need to remember to restart the iPod.

An iPod makes a tempting target.
The popularity and universal usability of the iPod makes it a frequent target for theft. Due to the small size, someone could easily walk off with it.

Lithium batteries are not meant for 24/7 charge cycles.
The battery life of an iPod varies by model and allows for a limited number of battery charges (“cycles”) before the battery needs to be replaced by an Apple store or representative. A USB Power Adapter can be purchased from Apple for an additional charge, however this type of audio player is not intended for use in a 24 hour, 7 day rotation.

From the Apple Support Website
Charging your iPod, iPod Nano or iPod shuffle while in certain carrying cases may generate excess heat, which can affect battery capacity. If you notice your iPod gets hot when you charge it, take it out of its case first.

From The Seattle Times
March, 2008 — Japan is investigating a possible defect in Apple’s iPod after one of the popular digital-music players reportedly shot out sparks while recharging, a government official said Wednesday. An official at the trade and economy ministry, which oversees product problems, said a defect is suspected in the lithium-ion battery in the iPod Nano. See article.

From Fortune Magazine
March 2008—After researching Japan’s investigation of an iPod Nano that caught fire, Fortune Magazine found the following entry on an apple comment board: “Is there something wrong with the battery they put on the first gen iPod Nano? Mine just got blown to pieces. I was just charging it on my Laptop then it suddenly sparks and it caught fire. Even the clicking wheel got melted and the back of the iPod split open.”  See article.

From WSBT-TV
Lock, stock and two smoking iPods! Atlanta man burning mad! “I’m still kind of freaked out that after only a year and a half my iPod caught fire in my pocket,” said Williams. The iPod uses a lithium ion battery — the same type of battery under recall for setting laptops on fire. See report.

From PC World
It’s now against federal regulations for passengers on U.S. flights to pack spare lithium batteries. The new regulations are intended to reduce the risk of aircraft fires.

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Free 5-Year Warranty Now Available on Smart Music-Message On Hold Device

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Interalia products, widely regarded as among the most reliable in the industry, will extend its current 3 year (36 month) warranty policy for the iProMOH product family to 5 years (60 months). The warranty goes into effective immediately. All units with a ship date after April 15, 2011 will be supported under the new policy.

Easy On Hold has been the leading custom messaging provider integrating the iProMOH with marketing on hold plans. The iProMOH is a powerful music and message delivery device that connects to proprietary content management software over the Internet, providing fast updates and changes as well as remote functionality and reporting.

Easy On Hold has implemented iProMOH devices and programming at many mutli-location firms, such as Shaw Flooring, Norwegian Cruise Lines, BlueLinx and several medical and financial institutions. In many cases, Easy On Hold does not charge for use of the iProMOH, as it is part of an all-inclusive package known as “The Anytime Plan“.

Easy On Hold President Julie Cook has been describing the iProMOH as a “smart player” due to its ability to deliver targeted messages for specific days of the week, or even hours of the day. The goal is that Easy On Hold clients never play an out of date message on hold.

“We are very pleased to be able to support our partners with this enhanced warranty for iProMOH,” said John Tatton, Vice President of Sales, “this reduces the total cost of ownership for iProMOH over a typical 5 year lifecycle and underscores Interalia’s commitment to our MOH partners.

Interalia Inc, an ISO 9001:2008 company has been designing and manufacturing recorded messaging solutions for use in Telecom, On-Hold, Over-Head and RF messaging applications since 1975. Based in Calgary, Alberta, Canada and with offices in the United Kingdom and USA, Interalia’s goal is to provide the most reliable, easy to use and configure, messaging solutions available in the marketplace.

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The Most Expensive Message On Hold Player

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iProMOH Internet Connected Message On Hold Player

iProMOH Internet Connected Music and Message On Hold Player from Easy On Hold

At $575, the sophisticated iProMOH from Interalia, offered at Easy On Hold, is not out to compete with tape, CD, mp3 or flash drive music and message on hold players. It’s in a class all its own.

Curvaceous, yet demure, this on-hold “box” is anything but. It’ll greet callers, “Good morning,” or, “Good afternoon”. It’ll change music styles to more closely fit its audience. It’ll load everything it needs from a standard port-80 Internet connection in about 20 seconds. It’ll never play an out-of-date message.

You don’t need to be an I.T. geek to get the picture: the iProMOH has the right stuff for taking your ho-hum-hold to a new level.

Let’s say you’ve got a restaurant. Before 11am, callers hear about the lunch special. After 1 callers hear about dinner.

At a car dealership, showroom and service hours change from day to day in some cases. At one Easy On Hold customer, Maple Hill Auto Group, callers on Wednesday morning hear, “Thanks for calling us this morning. Our extended hours tonight mean you can shop our showroom until eight pm.”

Music runs on a special schedule, too. Lighter tunes early; more energetic after lunch, for example.

Each announcement is programmed with a specific schedule, including an expiration date. That means no more plugging Christmas specials in January or summer specials in October. When a new message on hold announcement is needed, the Easy On Hold client logs in online and types some verbiage (or requests script writing from the Easy On Hold staff) and the voices are recorded and uploaded to the iProMOH in a hurry.

The iProMOH actually mixes the music and voice tracks “live”, meaning the music rotation and voice rotations are never likely to repeat. The result is a fresh sound for frequent callers.

So, what is it worth to:

  • Target your callers
  • Sound intelligent
  • Play time-sensitive announcements without worry of start and stop dates
  • Pre-arrange announcements to come on and off as needed all month, or all year long
  • Use a totally hands-free unit that you never have to touch
  • Use a unit that reports its current condition and settings nightly to let everyone know that everything’s alright?

$575 may be the best bargain in on-hold messaging.

For purchase plans, including how to use an iProMOH for free or have a demo unit shipped to your I.T. department, check the iProMOH page at Easy On Hold.com.