You can increase your messaging options by choosing an MOH system based on an "open" standard. This gives you the flexibility to use programs sold by different vendors.

Bear in mind, however, that you will still most likely wind up buying the programming from the same vendor that sells you your system. This means you should also pay attention to the programming capabilities of the vendors you contact.

Standard messaging
If you plan to use standard pre-recorded programs, review a few examples from each vendor you're considering. Many vendors have toll-free "demo lines" you can call to review the different types of on-hold programs they offer. New programs are usually created on a regular basis and then distributed to customers.

Customized messaging
If you decide you want a customized message instead of a generic one, take the time to listen to the in-house voice talents and make sure the voices are consistent with the image your company wants to project. You may want to review the playlist if there are specific pieces of music you want to play.

Find out what creative talent the vendor offers to help you design a custom program. It also wouldn't hurt to listen to some custom programs the vendor has developed for its clients.

If you want to choose music for your on-hold system, don't expect to get Yanni's greatest hits. Royalties for popular music are extremely expensive (consider the multi-million dollar pricetags for the rights to songs used in current TV ads).

For this reason, services will highly discourage businesses from broadcasting a local radio station, since the royalties could potentially be astronomical. While small businesses are unlikely to get "busted" for using unauthorized music, Infringement fines range from $500 to $100,000 per musical piece.

It's probably not worth the risk when there are plenty of legal music options available. Most MOH companies, however, will take care of licensing issues for prerecorded programs.