In a typical phone menu, callers direct themselves to the desired destination using phone choices from the menu. The phone menu is driven by pre-recorded audio messages. Audio files serve to automate a contact center's phone menu. Virtual Contact Center allows you to upload customized messages to serve your contact center's needs.
To upload audio files:
|Audio Files Option||Description|
|User folder||Lists the customized audio files uploaded by your Virtual Contact Center administrator into this tenant. When you initially configure a tenant instance, the User folder does not contain any audio files.|
When you use the Audio Files tab to upload your company's customized audio files into Configuration Manager, the uploaded files are stored in the User folder.
|Pre-recorded folder||Lists the set of default placeholder audio files available for the tenant. By default, a new tenant includes a set of placeholder audio files. These files provide examples of Voice Channel greetings and messages used in a variety of contact center contexts.|
When you upload the customized audio files required by your contact center, you replace a pre-recorded audio file assignment so that it uses your customized audio file.
|Voice File Description Option||Description|
|Name||For a customized audio file under User, in the Name text entry area type a descriptive name for the contents of the audio file.|
|Description||For a customized audio file under User, in the Description text entry area type a description for the audio file.|
|Upload New||To upload a customized audio file to your tenant, click Browse under Upload New, then select a 8 KHz, 16-bit, monaural WAV file. After you upload an audio file, you must verify that Virtual Contact Center can play the audio file before referencing the file in an IVR script.|
Configuration Manager does not upload the file until you click Save.
For details on playing uploaded IVR files, refer to Verify Audio Files Deployment.
|Save||To upload the audio file specified in Upload New, click Save.|
Configuration Manager only allows users to save when working with audio files listed in the User folder.
|Delete||To delete a customized audio file, under User, select a customized audio file then click Delete.|
Configuration Manager only allows users to delete when working with audio files listed in the User folder.
|Type, File Name, Uploaded on, Size information list||To view details about a customized audio file, select a customized audio file in the User folder.|
Configuration Manager displays the file's details.
Note: For best practices, insert a special prefix at the front of the user-created audio names so they can be distinguished from the system audio files.
Click Delete to remove the message from the tenant.
Note: To order professionally-recorded messages, click the link at the bottom of the Voice file description area. You are sent to a service provider in professional voice recordings.
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