General

Q. I have a customer with a number of sites how does the pricing work for multi-site customers?

A. For multi-site customers please contact us and we can build a package tailored to your customers requirements.

Q. How does the onhold box connect to the phone system?

A. The onhold box connects via the Moh port which needs to be enabled to allow external music onhold. If the phone system does not have a Moh port, for example VOIP systems, then we have a software solution (Advitel Content Manager) that can be installed on to a computer on the network.

Q. Is the onhold box purchased or rented by the customer?

A. The onhold box is included as part of the onhold package and comes with the manufacturers standard warranty.

Q. Does Advitel have any direct contact with my customer?

A. That is up to you, we can either be the direct point of contact for any onhold queries or if you prefer you will be the direct point of contact.

Q. Can Advitel install the box?

A. Yes Advitel can install the box and we charge £150 + vat, or we can send the prepared box to you for your engineers to install. Our technical support staff will be at the end of the phone to help on 01277 888 808. Full training will be provided to your engineers prior to installing any boxes

Q. What technical information does Advitel require to prepare the customers onhold box?

A. We require the technical audit form to be filled in with all details including phone system make/model and IP addresses

The Advitel OnHold Package

Q. How can my customer hear the music and voice demos?

A. We have a link containing music and voice demos that we can send to you to send out to your customer.

Q. Does the customer have to write their own marketing messages?

A. No, all we need from the customer is bullet points of information and our professional script writers will create the messages and send back for final approval prior to recording

Q. Can the customer control their own playlist?

A. Yes your customer can log in to our client portal and view their playlist, select the message they want adding/removing from the playlist and click on update my box, within the hour the customers playlist will be updated.

Q. Will my customer have to pay PRS/PPL licences?

A. No an Advitel content licence is included removing the need to pay PRS/PPL licences.

Q. How long is the licence valid for?

A. The Advitel OnHold service comes with a 12 month licence. At the end of the 12 months the subsequent annual licence fee (see price list) will need to be paid to keep the service playing for another 12 months.

Optional Extras

Daily News Service

Q. Do the news bulletins play over the weekend.

A. Yes there is a weekend news bulletin that plays on both Saturday and Sunday.

Q. What happens if the internet access is unavailable, would the news keep playing even if it was from yesterday?

A. The service will only play the news files until midnight on the day of download but your promotional messages will not be affected and will continue playing on your system.

Q. At what time will the news be downloaded every day?

A. The news services will be live on your system by 08:30am every morning.

Additional 5 message pack

Q. Does my customer have to take all 5 messages at the same time?

A. No your customer can take the messages as and when required.

Q. Does my customer have to use the same voice for each message?

A. No your customer can choose from a selection of voices. We do recommend that the same music is used for each message as this sounds a lot better

Customer Support

Q. Can I tell if my customers audio unit is not working?

A. Yes we can provide you with a check list with all of your customers on. If their unit hasn't checked in with our server we'll let you know and what steps need to be taken.

Q. Will the onhold still be playing if the Advitel audio unit is not checking in with your server?

A. Yes the promotional messages will still be playing, however if the customer also receives our daily news service the news bulletins will not be playing

Q. What do I do if a customers audio unit is not working?

A. You can call our technical support desk on 01277 888 808 and they will be able to help get the service up and running.