When evaluating the customer experience, It’s important to experience everything your callers do. When thinking about implementing Message on Hold services there are certain things you’ll want to consider. We cannot emphasize enough the importance of understanding the features and functionality of your phone system. Knowing the available settings and features that you can use will allow you to provide the best customer experience to your callers. One feature you’ll want to consider is if the Message on Hold has a unicast or multicast playback.