Frequently Asked Questions
Below are questions we are asked frequently, so in order to supply this information directly we have added them below
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How do I update my current script?
Simply ask your Account Manager for your current script and they will email you a copy for updating. Alternatively you can email this request to scripts@soundm.com
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How do I get my new production onto my phone system?
This can vary depending on the system you use? If you use:
WAV file
With a WAV file you will be sent the production via email from Keith in our studio. Once you receive this you may need to send this to your phone system maintainer to upload onto your phone system though this can vary depending on how your phone system is configured. At your request we can send this to your phone system maintainer or cc them into the original email. (Speak to your Account Manager to arrange this)
MP3 Player
If you use a MP3 player you will receive your production via email from Keith in our studio. Once you have this you will need to download this onto your Sound Marketing USB stick. All you need to do then is to simply insert the USB stick into your MP3 player and it will start to download. This generally takes a couple of minutes and will automatically start playing on your phone system. The light on the player will be green once this process is complete.
CD announcer
Your production will be posted to you, all you need to do is insert the CD into your Sound Marketing digital announcer and wait for your production to download.
Tape Announcer
Your production will be posted to you, all you need to do is insert the tape into your Sound Marketing digital announcer with the label facing you and wait for your production to download. This will generally take 3-4 minutes and once completed the tape can be removed and filed away for a rainy day.
Leave it to us
We will download your production onto your phone system via the internet.
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I currently use a Tape announcer for my audio messaging, do I need to change to a more modern system such as MP3 or WAV to have a better sound quality?
You might think the cassette tape might seem like a thing of the past, but we quite like it. The fact is that the telephone network operates at 8 Khz which means it isn’t fussy about whether you use a crystal clear digital format like CD, or a trusty old analogue tape. In fact, we challenge anyone to hear the difference over a telephone.
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My production is not playing on my phone system, how do I fix this?
This can be down to several factors but can sometimes be easily rectified. Here are a few simple checks you can do:
Make sure the power lead is plugged in and switched on
The good old on/off trick. Occasionally the system will need power cycling and rebooting. To do this, simply unplug the system for a couple of minutes and then reconnect.
Make sure that all leads into the phone system are correctly connected.
Press the speaker button on your unit to see if the production is playing on the box. If: Yes – Check wires - if this is still not connecting speak to your phone system maintainer. If NO – Try downloading the production again. If the problem continues, contact your Account Manager.
If you are unable to fix the issue from the advice above, don’t worry, we're here to help. Contact your Account Manager who will happy to advise you about the best way to get your service back up and running.
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My on-hold messaging sound Quality is not very good, why is this?
This can be down to several factors though a common reason is down to the volume being up to high on your equipment. On your equipment you will find a volume and tone dial, try turning this down and see if that helps. Note – you will need to call up and be placed on-hold to check if this has worked.
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Where is your equipment kept?
Your Sound Marketing equipment is generally installed into the main telephone switchboard, though this can vary. Other common places are at the reception and in the telecoms room. If you are still unable to locate your equipment contact your Account Manager for advice.
