An MOH system plays a pre-recorded program for callers to listen to while they are on hold. You can choose to have the system play music, a voice message, or a combination of both. The average length of a program is typically 4-6 minutes. You can provide information about your Web site, product or services, seasonal or special offers, clients (testimonials), staff changes, or more. If you prefer, you can also choose to broadcast a local radio station.

In terms of equipment, an MOH system consists of a device that is plugged into your phone system that resembles a tape or CD player. MOH systems can be connected to nearly all office phone systems. Connections are less common, however, with smaller, KSU-less phone systems.

Businesses can purchase a system themselves or, more likely, pay a service provider to take care of the equipment and programming. Some providers also provide copywriting, installation, and ongoing support.

Modern MOH systems store messages digitally, removing old concerns about wear on loop tapes and tape delivery hassles. The widely popular MP3 audio format offers smaller files for easier transfer, and the stability of digital sound.

If you have a service record messages for you, new MP3 files are e-mailed to you, and you can “drag and drop” the files from your e-mail to a portable Flash drive. Once the drive is inserted into the digital mp3 player, your new message-on-hold piece is up and running, in clear, dependable digital sound.

When comparing digital systems, check the sampling rates used to record the programs into the system, as these rates significantly affect the quality of the resulting playback. A good system should record at a minimum rate of 64 kilobytes per second (Kbps).