Imagine that you’re on the phone with an advisor and suddenly hear music on hold without warning. This would clearly be a confusing - and likely even frustrating - situation to find yourself in.It’s important to ask your caller first if they agree with being placed on hold and explain the reason why this is necessary. However, keep in mind that on average, the maximum hold time acceptable to most callers is two minutes. Avoid making them wait too long and remember to inform them regularly about the progress of their situation.