Symptom:
"There is silence on-hold, my message is not playing…"

Diagnosis: This can result from a number of factors.

Step 1: Check the front panel of the Unit to make sure the red LED is lit.

If LED is not on…

• You may not have power to the machine
• Check to see if AC adapter is properly plugged into the wall socket, and also into the equipment itself.
• Call your main office number and be placed on-hold. Listen for audio
• If no audio, check the following:

If LED is on but there is no audio…

• The audio is not getting into the phone system. Check to make sure output cable is plugged into the machine. Follow cable to phone system and make sure it is connected. On most phone systems the cable is terminated in the "MOH" port on the main telephone system. Some systems require our cables to be terminated in a "punchdown" on the telephone wire "tree".
• If all the cable connections are in place, the next step is to check the volume level on the unit. Note: the volume control is very touchy and the slightest movement can increase or decrease volume drastically.
• Call in to front desk and be placed on-hold. Check for audio.
• If there is still no audio, there is 1 of 3 problems:
  Diagnosis 1: The programming may have been lost. Call TeleHold's Technical Support line for immediate assistance.
  Diagnosis 2: The output port of our machine may be dead (Very rare but happens). Contact TeleHold immediately for replacement machine (No charges for Service Customers).
  Diagnosis 3: The sound card on your phone system may not be operating, contact you Telco Vendor for service.
  Did you recently have programming or service work performed on your phone system? Your Telco Vendor may have accidently interfered with our system.