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In telecommunication, on hold voice encompasses the general use of equipment to provide voice communication over distances, specifically by connecting telephones to each other.
On hold voice over originally were connected directly together in pairs. Each user had separate on hold voice over wired to the various places he might wish to reach. This became inconvenient when people wanted to talk to many other telephones, so the on hold voice over exchange was invented. Each on hold voice over could then be connected to other local ones, thus inventing the local loop and the on hold voice over call. Soon, nearby exchanges were connected together by trunk lines, and eventually far away ones were.
In modern times, most on hold voice over are plugged into on hold voice over jacks. Each jack is connected by inside wiring to a drop wire and then to a cable with other wires. Cables usually bring a large number of wires from all over a district to one wire center or on hold voice over exchange. When the user of a on hold voice over wants to make a on hold voice over call, equipment at the exchange examines the dialed on hold voice over number and connects that on hold voice over line to another in the same wire center, or to a trunk to a distant exchange. Most of the exchanges in the world are connected to each other, forming the Public Switched On hold voice over Network or PSTN. By the end of the 20th century almost all were Stored Program Control exchanges.
Digital telephony is the use of digital technology in the provision of on hold voice over services and systems. Almost all on hold voice over calls are provided this way, but sometimes the term is restricted to cases in which the last mile is digital, or where the conversion between digital and analog signals takes place inside the telephone. On hold voice over was digitized to cut the cost and improve the quality of voice services, but digital on hold voice over was then found useful for new network services (ISDN) to transfer data speedily over on hold voice over lines.
IP Telephony is a modern form of on hold voice over which uses the TCP/IP protocol popularized by the internet to transmit digitized voice data. Contrast this with the operation of POTS (an acronym for "Plain Old On hold voice over Service").
Computer On hold voice over Integration (CTI) enables computers to know about and control phone functions such as making and receiving voice, fax, and data calls with on hold voice over directory services and caller identification. The integration of on hold voice over software and computer systems is a major development in the evolution of the automated office.
CTI is not a new concept. Such links have been used in the past in large on hold voice over networks but only dedicated call centers could justify the costs of the required equipment installation. Primary on hold voice over service providers are offering information services such as Automatic Number Identification and Dialed Number Identification Service on a scale wide enough for its implementation to bring real value to business or residential on hold voice over usage. A new generation of applications (middleware) is being developed as a result of standardization and availability of low cost computer on hold voice over links.

ON HOLD MESSAGE VOICEOVER systems are typically used to service high call volumes, reduce cost and improve the customer experience. Examples of typical ON HOLD MESSAGE VOICEOVER applications are: telephone banking, televoting, and credit card transactions.
Large companies use ON HOLD MESSAGE VOICEOVER services to extend the business hours of operation. The use of the VUI (Voice User Interface) is designed to match the customer experience of the web interface. Companies have realised that access to voice services is impulsive and readily available. This is due to the high penetration of mobile phones.
Call centers use ON HOLD MESSAGE VOICEOVER systems to identify and segment callers. The ability to identify customers allows the ability to tailor services according to the customer profile. It also allows the option of choosing automated services. Information can be fed to the caller allowing choices such as: wait in the queue, choose an automated service, or request a callback. (At a suitable time and telephone number) The use of CTI(Computer Telephone Integration) will allow the ON HOLD MESSAGE VOICEOVER system to look up the CLI (Calling Line ID) on a network database and identify the caller. This is currently accurate for about 80% of inbound calls, but will increase as mobile phones become more popular. In the cases where CLI is withheld or unavailable, the caller can be asked to identify themselves by other methods such as a PIN or password. The use of DNIS (Dialled number information services) will ensure that the correct application and language is executed by the ON HOLD MESSAGE VOICEOVER system.
Voice Activated Diallers. (VAD) Voice activated ON HOLD MESSAGE VOICEOVER systems are now used to replace the switchboard or PABX (Private Automatic Branch Exchange) operators. These are used in many hospitals and large businesses to reduce the caller waiting time. An additional function is the ability to allow external callers to page hospital staff and transfer the inbound call to the paged person.
Entertainment and information. The largest installed ON HOLD MESSAGE VOICEOVER platforms are used for applications such as voting in TV game shows such as American Idol, X Factor, Big Brother, etc., which can generate enormous call spikes. ON HOLD MESSAGE VOICEOVERs have also been widely used to take orders for mobile content, such as ringtones and logos, weather forecasts, crossword answers, and the whole spectrum of adult entertainment.
Anonymous Access. ON HOLD MESSAGE VOICEOVER systems also allow callers to obtain data relatively anonymously. Hospitals and Clinics have used ON HOLD MESSAGE VOICEOVER systems to allow callers to receive anonymous access to test results. This is information that could easily be handled by a person but the ON HOLD MESSAGE VOICEOVER system is used to preserve privacy and avoid potential embarrassment of sensitive information or test results.
Clinical Trials. ON HOLD MESSAGE VOICEOVER systems are used by large pharmaceutical companies to conduct global clinical trials and manage the large volumes of data generated. The application used by the ON HOLD MESSAGE VOICEOVER in clinical trials is generally referred to as a Voiceform application. The caller will respond to questions in their preferred language and their responses will be logged into a database and possibly recorded at the same time to confirm authenticity. Applications include patient randomization and drug supply management.

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