Have questions? We have answers. Looking to maximize your business communication systems? Here are some of the questions we’re often asked and the answers you need right in one convenient place. For questions we haven’t covered here, please don’t hesitate to contact us.


  • Are all phones created equal?

    Yes but, some definitely are more “equal” than others! Don’t be satisfied with second-rate sound. ADTEL has a wide range of products and solutions to help you get the most out of your on-hold system.

  • Do you guarantee your services?

    Yes, 100%! Our guarantee is quite simple. We promise to fix the problem to your satisfaction. Our goal is to provide you with outstanding service and quality.

  • What is your turnaround time?

    We deliver small-medium sized orders within four days. Rush delivery is also available and can be ordered when placing your order.

  • How do we receive the files?

    Easy! We send you an email with a direct link to our website directory. You can download your audio files by simply clicking on this link.

  • Do you offer discounts on small revisions?

    Yes, we offer special discounts for small revisions placed within 14 days of the initial order.

  • Do you offer computer generated voices?

    Absolutely not! We never have and never will offer computer generated voices. We believe in the power of the human voice!

  • Do you offer a refund policy?

    We cannot offer a refund but we have a 100% satisfaction guarantee!

  • In what currency is the billing?

    (CDN) Canadian Dollar

  • What payment methods do you accept?

    We accept Visa, MasterCard, American Express, and PayPal.

  • Sounds great! How do we get started?

    We can get started right now! If you still have questions, visit our contact page or simply EMAIL US and we will get back with you right away! You can also call us at 800.661.9999

We offer innovative solutions that put the power of voice, music & video to work for you.

On-Hold Messaging

  • What is an on-hold message?

    Over 80% of all business calls are placed on hold, either at some point during the conversation or when a caller is first waiting to speak to a representative. An "on-hold message" is any recording that plays while the caller is waiting -- whether it's a radio program, a selection of music, or a professional, personalized company message. At ADTEL, we believe that an effective on-hold message informs, entertains, and makes the caller feel appreciated. A unique communication channel, an on-hold message can be used to promote products and services to a captive audience, provide company information, and generally enhance the image of the company. Our on-hold message productions combine music with scripted company messages recorded by professional, engaging voice talent. Using specialized recording techniques, our telephone audio productions provide the highest quality sound achievable on phone lines.

  • My business already has ADTEL equipment, but we plan to move to a new site soon. How do I arrange for the On-Hold Player to be moved also?

    Usually, your telephone technician can handle this for you, especially if they’re already moving your phone system equipment. We’ll be happy to provide the technician with installation instructions for any of our players.

  • Once I have received my file, how do I load it into my phone system?

    This is usually done via some type of browser or software interface between your computer and your phone system.  Your telephone technician, administrator, or IT person should be able to provide you with the procedure for loading the file. In some cases you’ll simply forward the file to them, and they’ll load it for you. They would charge you directly for their services if any fees were to apply.

  • What kind of audio files can you provide?

    Our studio is equipped with conversion software which can deal with an extensive range of files. Some file sizes, however, are too large to send as email attachments, so in such cases, we can provide you with a link to a secure FTP site to transfer the file to you.

  • Why do you need specific file requirements for an audio file?

    File specs are related to the phone system. Different manufacturers design their systems with different software parameters, which use different types of files. Here’s what we’ll need to know:

    • Make / Model of Phone system
    • File Format (including file extension, eg: .mp3, .vox, .wav)
    • Sample Rate (kHz)
    • Resolution (bit rate)
    • Audio peak level (typical is -6dB)
    • Maximum length/file size (if any)
    • Email address (system turn-up)
    • Email address (subsequent updates)
    • Expected Turn-up / Cutover date

    If you’re not sure what your system specs are, just let us know what make/model of system you’re using (or who the provider is), and we can research it from our end.

  • How long does the production process take to completion?

    Production and delivery of your on-hold messages are usually within 7-10 business days from final approval of your script.

  • Does my on-hold production play from the beginning every time a caller is placed on-hold?

    If you use ADTEL equipment for your on-hold service, your production will play in a continuous loop 24/7 so the messaging they hear will just be dependent on where the production is in the loop when they are placed On-Hold.

  • What’s the different between phone greetings/auto-attendants and messages/music on-hold?

    Phone greetings/auto-attendants are heard by callers when they call into a business before they speak with someone. Your callers will hear the on-hold messaging when they are placed into the on-hold queue.

  • What is the cost for professionally-recorded greetings for my phone system?

    The cost is dependent on the number and length of the greetings you require. Once you submit us a rough draft of what you’re looking to have recorded, we can provide you with a quote for your project.

  • What languages do you offer?

    We have English, French, and Spanish voice talents, however, we can source other specialty languages on an as-needed basis.

  • How do I choose a voice talent(s) and/or a music category for my script/production?

    This is what we currently tell clients:

    Please visit https://on-hold.adtel.com/samples/voice-samples/ and https://on-hold.adtel.com/samples/music-samples/ to listen to samples from our voice talents and music categories. For voice talents, you can choose a male voice, a female voice, or a male/female alternating combination. For music, please choose one category of music to use in the background of your production.

  • What is ADTEL''s guarantee?

    All on-hold playback equipment and productions supplied by ADTEL are 100% guaranteed and warranted. If you require service or have any technical questions, please contact our service department toll-free at 1-800-661-9999.

  • Who installs the equipment?

    Though player installation is often fairly straightforward, because telephone systems come in all shapes, sizes, configurations and complexities, so can installation. If you are simply replacing an audio source you currently have connected to the phone system, it can greatly simplify the installation. However, we recommend that you contact your telephone service provider or a qualified technician.


    If you would like us to help determine your installation requirements, contact us and provide us with your phone system's model number, the appropriate contact name within your company and the contact information for the company responsible for maintaining your phone system. We're glad to help!!

  • How can I listen to my own company's ADTEL messages?

    If you’re using a “key” type phone system (one where you select the line number yourself) you can check your hold messages yourself.

    1. Select an outside line – press the button for the line you want to use, or dial 9 if using a PBX system.
    2. Dial your telephone number – you will then see another line flashing as your call comes in. But before you can answer the line you must…
    3. Press the “hold” button – this places your outgoing call on hold, and allows you to…
    4. Answer your own incoming call – Because the original line was placed on hold, you should hear the “on-hold” production playing once you’ve answered it.

    These steps should give you a good idea as to how your on-hold system sounds to your callers. The hold volume may be adjusted using the volume control on the ADTEL playback unit.

  • When do callers hear my ADTEL message?

    ADTEL messages play continuously on all lines of your telephone system. Callers, when placed on hold, will hear whatever message is playing at that point. Your staff can answer any questions that may arise if callers hear only a partial message.

  • How does ADTEL work with my phone system?

    Your telephone system is ADTEL ready if the Music On Hold feature is activated. If Music On Hold is not activated, we can help to have your telephone supplier do this for you. Your telephone company bills you directly for this service.

  • Who owns the production(s)?

    You do! Free and clear! No residual fees!

  • How do you ensure optimum sound quality over phone lines?

    Our telephone audio productions are recorded and mixed in our state-of-the-art digital sound studio by experienced and industry-renowned sound engineers. After recording the voice talent, our engineers adjust the frequencies to the mono-signal specific to telephone lines, thus enabling maximum sound fidelity for your callers.

  • How do you transfer messages to businesses with multiple office locations?

    ADTEL On-Hold Messaging incorporates new technology to transfer audio files electronically through the Internet for instant delivery at multiple office locations. All the messages are controlled at our location for 24-hour monitoring, and you can request message rotations or changes at any time.

  • Can we add recordings for each office onto the original message template?

    Yes. ADTEL On-Hold Messaging offers packages designed specifically for businesses with multiple locations. First we produce a message template that will play throughout the company, then, in addition, we will create location-specific messages that will play at each of the individual offices (including address, phone number, hours of operation, etc.).

  • What types of music are available?

    ADTEL On-Hold Messaging offers a complete library of pre-licensed music in a wide variety of music styles, including classical, jazz, rock, new age, electronic, and more. Please visit our Music Samples page at any time to hear samples of our music selections.

Turn Silence into Sales

Paging/Sound Systems

  • What is sound masking?

    Sound Masking is an effective method of creating speech privacy and comfort in the office environment. The common complaint in the office is that it is too noisy, but in most cases, the office is designed so quiet that voices become annoying and obtrusive. Therefore by gently raising the background sound in the office using a pre-engineered group of frequencies, we can create speech privacy and a comfort. This enables employees to better concentrate and become more accurate and productive in what they do.

  • When I'm at the back of my warehouse, I can't hear the phone ring. Can you help?

    There are two easy solutions to this common problem: 

    1. We can integrate your phone network so the ring comes over the paging system.
    2. We can increase your mobility and flexibility by setting you up with a wireless phone.
  • How can I make the most of my paging system?

    There are lots of ways that your paging system can contribute to a comfortable, more effective working environment. Here are a few ideas:

    1. You can integrate it with a time clock and broadcast break notifications.
    2. You can use it to play background music.
    3. You can use it to create white noise for increased privacy in an office setting.
    4. You can integrate it with your phone system so you can hear your office phone ringing no matter where you are on the premises.
  • Where do you put sound masking?

    Sound Masking goes where you don’t want speech to be overheard (over the recipient). For example, if you don’t want people in reception to overhear what is being spoken in the conference room, you would put the sound masking outside the conference room over the people in reception. If you put it in the conference room it would make it so the people within the conference room would no longer be disturbed but the employees outside would still understand them. It is easy to remember as sound masking goes “where the ears are”.Sound masking can be very effective in open plan environments, private offices, call centers, corporate environments, law firms, healthcare environments, financial institutions, government facilities, military facilities and anywhere speech privacy is required.

Are you maximizing your business paging system?

Audio Production

  • What kind of recordings can the ADTEL studio complete?

    Pretty much any type of recording that can be done using a human voice is conceivable. Let us know what you have in mind, and we’ll do our best to make it happen! (Radio spots, web recordings, voicing for video, etc.)

  • Is there extra fees for mixing music and sound effects?

    No. As long as you are purchasing a voice over, then we will mix your audio production at no extra cost. 

  • How do I choose a voice talent(s) and/or a music category for my script/production?

    Please visit our Voice Samples and Music Samples to listen to samples from our voice talents and music categories. For voice talents, you can choose a male voice, a female voice, or a male/female alternating combination. For music, please choose one category of music to use in the background of your production.

Whatever the application, we’ll make sure your message is heard clearly.

Digital Signage

  • What is digital signage?

    We are all familiar with advertising on billboards and posters... it's static and non-interactive. Now imagine having an LCD monitor in place of that paper poster...with an unlimited number of video, animation and design elements for you to make whatever you want. Imagine the possibilities.

  • Where can digital signage be used?

    Wherever you can hang an LCD monitor and reach potential customers…THAT’S where you can use digital signage. The possibilities are endless: Retail Education Leisure Public Transport Museums Entertainment Gas Stations Public Spaces Restaurants and menu systems Hospitality and more…

  • How does digital signage work?
    Basically, there are four simple steps. First, it is necessary to CREATE content. The second step it to SCHEDULE the content so that it is played back at the suitable time and place. Next, it needs to be DISTRIBUTED to the server/client. When that is done, the final step is to PLAYBACK.
  • What will I need to start digital signage?
    First, you will need a DISPLAY, CLIENT COMPUTER (or we sometimes call them players or controllers), and SOFTWARE. When you have more than one client, you will want a NETWORK, whether that is a LAN or WAN, depends on the environment you would want to use, and software along with a server to distribute the content data. Finally the most important will be your image of what kind of CONTENT you would want to play with your digital signage.
  • What is the difference between digital signage and MPEG players or DVDs?

    An MPEG player or TV can be plugged into a DVD player, but what you will see is the same content repeating over and over. With digital signage, the content is renewed and can stay fresh.

    First, digital signage will help in saving production cost versus creating MPEGs or DVDs.

    With MPEGs and DVDs, new content will need to be created every time a change is made, creating additional work and cost. With digital signage, only an individual element will need to be changed, not the entire piece of content. For example, if there is content showing reduced prices for bananas at a supermarket, only the price will need to be changed, not the pictures or other text coming with it, or if your digital signage system was plugged into the POS system, it would automatically pull up to date data.

    Next, distribution costs can be reduced.

    DVDs are a physical media so they will need to be shipped every time there is an update. The costs add up: cost for the DVD, a cost for burning copies, printing labels, and shipping.

    With digital signage, there isn’t a need to ship DVDs to each venue, which eliminates the costs to ship.

    On the other hand, MPEG files use large amounts of bandwidth and can run up the cost, as well as save availability on the network. When it comes to bandwidth, digital signage sends only the pieces which had been updated, saving bandwidth and the cost for your network.

    Finally, digital signage provides the Right Time at the Right Place.

    Right Time at the Right Place is one of the keywords of digital signage maximizing the value of the information. MPEG players or DVDs will not be able to realize this as it could with digital signage with scheduling and advanced playback features. Distributing DVDs will have a risk that those will not be played, staff members can forget to change them, or could simply forget to power on.

  • How do you measure the success of installing digital signage?
    ROI (Return on Investment) is an important element when making the decision to install digital signage. Hard ROI is measured, for example, when retailers, theatres and other venues recognize increased sales. There are other ROI factors such as a simple reduction in costs, such as printing, shipping and labour. Defining what you want to accomplish (GOAL) and how you would measure that (DEFINITION) will be the key to make your installation a success. It is good to start with a pilot program, comparing digital signage used location with non-installed ones.
  • What is the most important step when designing a digital signage system?

    CONTENT is what it is all about. A digital signage system will vary from one to another depending on the content displayed. When the owner of the system and its provider did not take time to ask enough questions to correctly define a suitable system, most of the time they will not bring the expected outcome.

  • What digital signage component does ADTEL Digital Signage provide?
    ADTEL Digital Signage not only provides products such as DISPLAYS, CLIENT COMPUTERS, SERVERS, SOFTWARE, and NETWORK equipment but also a TOTAL SOLUTION starting from asking you questions, considering installation plans and to customization to operation support to meet specific needs.
  • Do I have to create the content?
    Even though creating content is as SIMPLE as creating a presentation document, it could be a headache for those who are not designers or do not have the skills to design. ADTEL Digital Signage has a solution which does not require the creation or, if you wish to create your own content, ADTEL Digital Signage can provide training to get you ready to have your digital signage system running.
  • What kind of display is used for digital signage?

    LCDs (Liquid Crystal Display), PDPs(Plasma Display Panel), and projectors are the major displays used for digital signage. There are some other unique ones to make the most out of your digital signage. This will depend on the venue you install the displays.

  • What about touch screens?

    Touch Screens are always good for places like malls, museums, amusement parks, or even stations. This is one of the optional uses digital signage could provide, searching features in the use such as way finders.

  • Will I be able to add number of displays/clients after installing?
    Yes, a number of displays/clients varies from time to time. Starting with a pilot program and expanding the system with a migration plan is not an issue.
  • Can I use sounds for the content?
    Yes. You might have an image of a digital signage system playing movies without sounds, but the sound is one element you could use to effectively catch the audience. Back Ground Music, narration could be simply added to your content using the software.
  • Will I be able to play High Definition content?

    Yes, ADTEL Digital Signage has suitable solutions to play High Definition content.

Our state of the art audio-visual media solutions will captivate your audience and convey your message in powerful way.

Business Music

Let us put the power of music to work for you.

We’ll make sure you deliver the Right Message to the Right Audience at the Right Time!