Hold (telephone)

Definition

From a telephone on hold (or simply hold) is the speech when calls are received or maintained without the concern of the caller is processed. Both the period from the call set-up is considered to start the machining of the abutment of the caller as well as the waiting time for a transmission to the subsequent processing (so-called downstream queue ). The queue ends when, for example, details are requested, which are necessary for the processing of the concern, regardless of whether this is done by an automated dialogue or by a natural person (as defined by the Federal Network Agency ).

Benefits of on hold

A phone on hold if given for information such as the waiting time is for information of the caller regarding non-availability of the callee well. Professional On Hold usually consist of background music that are adapted to the corporate identity (s), as well as spoken information or advertising or product.

Production of On Hold

Hold are mostly produced in recording studios with professional speakers. In addition, there are companies that specialize in telephone prompts and queues. If background music is used, it is often made use royalty-free music because otherwise additional costs incurred.

Necessary equipment for the operation of On Hold

In principle, an ISDN device is necessary, which supports the "Connect" function. Depending on the complexity of the queue (for example, automatic tone dialing using the numeric keypad of the caller ), there are several options:

• I operation by OnHold MP3 player

The OnHold MP3 player is connected directly to the ISDN device. You can easily transfer the caller to the OnHold MP3 player via the phone. The caller hears the hold.

• II operation by computer and special software

Here, a built-in ISDN card is provided in the computer. The computer is connected via the ISDN card to ISDN device. You can easily transfer the caller to the computer software over the phone. The software is again on hold and even supports a complete menu navigation via touch-tone.

Costs

By the end of 2012, the same costs have been calculated for the duration of the phone on hold, as otherwise chosen for the call to the phone number also. According to calculation of the Green parliamentary group, the Germans have spent 2011, around 144 million euros for holding patterns for chargeable service numbers. Since 2012, the cost of Hold on service numbers are regulated by the Telecommunications Act. In which entered into force on 10 May 2012 amendment to the Telecommunications Act, it was decided that queuing should be free for consumers and costs may only arise if they were connected to a caller. Paid queues may only be used without restrictions in geographic numbers, mobile phone numbers and conventional charge-free telephone numbers. In addition, queues may only be used when there is a fixed price for the phone connection or time-dependent settlement, in which the called party pays the costs of the call for the duration of the hold. The changes will take effect one year after the entry into force of the amendment to the Telecommunications Act entered into force. Until then, as a transitional arrangement that On Hold may be used in chargeable numbers if at least the first two minutes, the connection to the caller will be charged.