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

Diagnosis: This can result from a number of factors.

Step 1: Unplug the AC Adapter from unit.

• Wait Ten seconds with power off, and then give it power
• Wait for machine to begin its downloading procedure
• Call your main office number and be placed on-hold. Listen for audio
• If no audio, check the following:

Step 2: Push the "Speaker On/Off" button on the control panel on the right-side of unit.

If you do not hear audio over the speaker...

• You may not have power to the machine (NOTE: DO NOT adjust the "Volume" Control. This only affects the level heard on-hold). The LED "Power" Indicator should glow red. Check to see if AC adapter is properly plugged into the wall socket, and also into the equipment itself.
• If power is on, the message may not have downloaded properly. Open the cassette door by pushing the eject button on the front panel. Re-insert cassette. (IMPORTANT: Make sure cassette label is facing you when inserting into machine). Let the machine go through its recording procedure. After 15-seconds, push the speaker button to the "ON" position and you should hear audio.
• Call in to front desk and be placed on-hold. Check for audio.
• If there is still no audio on-hold, check the following:

If you hear audio over the speaker…

• 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. Turn volume knob clockwise to increase level. Counterclockwise for decreased levels. 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 2 problems:
  Diagnosis 1: 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 2: 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.