Music on hold

Music on Hold (MOH) refers to the business practice of playing recorded music to fill the silence that would be heard by telephone callers who have been placed on hold. This practice is commonly used in customer service and call center environments to improve the caller's experience.

History

The concept of Music on Hold was invented in 1962 by Alfred Levy, who discovered that a loose wire in his factory's telephone system was picking up a local radio station. This accidental discovery led to the development of a system that could intentionally play music to callers on hold.

Technology

Music on Hold systems can be implemented in various ways, including:

• Analog systems that use cassette tapes or CD players
• Digital systems that use MP3 files or streaming audio
• VoIP systems that integrate with PBX or IP-PBX systems

Benefits

Music on Hold provides several benefits, including:

• Reducing perceived wait times for callers
• Enhancing the brand image of a company
• Providing an opportunity to deliver marketing messages or advertisements

Considerations

When implementing Music on Hold, companies should consider:

• Licensing requirements for playing copyrighted music
• The choice of music genre to match the company's brand
• The volume and quality of the audio

See Also

• Call center
• Customer service
• Telecommunications

References

• Levy, Alfred. "Music on Hold System." U.S. Patent 3,487,176, filed December 31, 1962, and issued December 30, 1969.
• "The History of Music on Hold." Telecom Magazine, 2010.

External Links

• Music on Hold on WikiMD