Why isn’t my production playing?
Is my phone system compatible?
How do I install my latest production?
How do I upload my new on hold message?
Why is my new on-hold message skipping?
My message is too loud / quiet, how do I adjust the volume?
Can I use my own on hold player?

Why isn't my production playing?

Check that the production has been installed correctly. If you have the USB1200 hardware unit, you can listen to the production through the built in speaker. Visit the installation instructions to reinstall your production. Alternatively, there may be an issue with the volume, visit the volume help section to see how to turn up the volume.

If this still doesn’t work, there may be a problem with the hardware, contact Client Services on 0161 609 0676 or email clientservices@phmg.com to let us know and we will send an engineer out immediately.

Is my phone system compatible?

99% of telephone systems are compatible with our On-Hold Marketing services. To find out whether your telephone system is compatible please contact client services on 0161 609 0676 or email clientservices@phmg.com.

How do I install my latest production?

USB1100

Only use the supplied USB stick in your audio unit. Install the USB stick into your OHM Playback Unit using the instructions below:

1. Remove the USB memory stick from the on-hold player
2. Unplug the power from the unit for 5 seconds then plug the power back into the unit
3. Insert the new USB memory stick into the on-hold player
4. Press the reset button and the on-hold message will update
5. Please call freephone 0800 096 4653 and complete a sound check once installed

Problems installing your production?
Contact Client Services on 0161 609 0676 or email clientservices@phmg.com

USB1200

1. Remove the memory stick from the USB on-hold player and insert it into a USB port on your PC
2. Windows should automatically recognise the memory stick and display its contents. If it is not displayed, go to ‘My Computer’ then to the new external / removable drive
3. Please ensure that you delete any files that are saved on the USB stick – it must be totally blank prior to uploading your new on-hold message
4. Your Account Manager will have sent you an email with an MP3 audio attachment. Save this MP3 attachment to your desktop
5. Right click the attachment and select the ‘send to’ option – this will allow you to select the external / removable drive
6. Once complete, safely remove the USB stick from your PC and insert it into back into the on-hold unit
7. Power down the unit and leave for 5-10 seconds. Power the unit back up
8. This will reset the box and begin the upload. The light will go from red to amber
9. When copying is complete, the light will change from amber to green – this could take a few minutes. Once the light changes to green, the message has been downloaded and should play. Keep the USB stick in the unit at all times
10. Your on-hold message has now been updated

Call our Client Services team on 0161 609 0676 and they will conduct a complete sound check to ensure your new message is playing correctly.

How do I upload my new on hold message?

USB1100

You will have received a USB stick from us, or there is one on its way to you now.

Install production updates via the USB stick into your On-Hold Marketing playback unit using the update instructions below to install your production

1. Save the new production you received (usually by email) from your account manager to your computer desktop
2. Unplug the USB stick from the unit and plug it into your computer
3. Move the existing production off the USB stick and onto your computer desktop, ensuring the ensuring the USB stick is empty
4. Copy the new production that you saved to your desktop (in step 1)
5. Safely remove / un-mount the USB stick from your computer and plug back into the unit
6. Press the reset button and the unit will read your new production
7. Please call free phone 0800 096 4653 and complete a sound check

Problems updating your production? Contact Client Services on 0161 609 0676 or email clientservices@phmg.com

Kindly note: Please return the old USB stick to Client Services, by post to PH Media Group, Oakland House, Talbot Road, Manchester, M16 0PQ

USB1200

1. Remove the current memory stick from the USB on-hold player
2. Insert the new USB stick into the port
3. Unplug the power from the unit for 5 seconds, then plug the power back in
4. This will reset the box and begin the update. The light will go from red to amber
5. When copying is complete, the light will change from amber to green – this could take a few minutes. Once the light changes to green, the message has been downloaded and will play. Keep the USB stick in the unit at all times
6. Your on-hold message has now been updated
7. Call our client services team on 0161 609 0676 and they will conduct a complete sound check to ensure your new message is playing correctly

Why is my new on-hold message skipping?

There may be a problem with the USB stick, or a problem with the hardware. Firstly try re-installingthe production to see if this sorts the problem out. If the message continues to skip, contact Client Services on 0161 609 0676 or email clientservices@phmg.com and we will send an engineer out.

My message is too loud / quiet, how do I adjust the volume?

USB1100

To adjust the volume on the USB1100, there is a volume button and a tone button on the hardware unit. Simply increase or decrease the volume on the unit to a level that is comfortable for you and your callers.

Contact Client Services on 0161 609 0676 or email clientservices@phmg.com if you have any further problems regarding the volume.

USB1200

To adjust the volume on the USB1200, there are + and - volume buttons on the hardware unit. Simply increase or decrease the volume on the unit to a level that is comfortable for you and your callers.

Contact Client Services on 0161 609 0676 or email clientservices@phmg.com if you have any further problems regarding the volume.

Can I use my own on hold player?

The price of installation and use of the hardware is included in the monthly fee – so you don’t have to pay any extra to use our solid-state, state-of-the-art technology.

Visit the Premier Technologies website here for some further information about the hardware players we use for all our productions.