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Telephony settings

Sounds

A sound is an audio file that the call center plays to a caller. Examples are a greeting, the prompt of a menu, an out-of-hours message, a queue announcement, or hold music. Upload each file one time. Then select it where you need it.

Only administrators can see and change sounds. An agent cannot open the sound library.

You can use a sound only when its status is Ready.

The Sounds tab. Each sound with its duration and status.
The Sounds tab. Each sound with its duration and status.

Fields

FieldWhat it doesRules
Audio fileGives the audio.Required. Only on upload. WAV, MP3, or OGG. 25 MB or smaller. Up to 10 minutes long. The system rejects other types at upload.
NameNames the sound.Required. 1 to 255 characters.
DescriptionAdds a note.Optional. Up to 512 characters.

The list shows the Name, the Duration, and the Status of each sound.

Upload a sound

1

Open the Sounds tab

Click Settings in the Cloud Call Center sidebar. Click the Sounds tab.

2

Open the form

Click Upload Sound. The Upload sound drawer opens.

3

Choose the file

Click Choose file. Select a WAV, MP3, or OGG file of 25 MB or smaller.

4

Name the sound

Enter the Name. Enter a Description if you need one.

5

Save the sound

Click Create. The drawer closes. The sound shows in the list.

Status

The system converts each uploaded file for playback. The Status column shows the result.

StatusMeaning
Processing…The system converts the file. You cannot use the sound yet.
ReadyYou can use the sound.
Processing failedThe system could not convert the file. The Status column shows the reason.
ReasonWhat to do
The file could not be decoded.Upload a different file.
Audio must be 10 minutes or shorter.Upload a shorter file.
Processing timed out.Upload the file as a new sound.
Processing failed.Upload the file as a new sound later.

Change a sound

You can change only the Name and the Description of a sound. You cannot replace the audio.

To use new audio, click Upload as new sound. Then select the new sound where you use the old one.

Click the row of a sound to play it with the Audio preview player. Click Download to get the file.

Use a sound

Select the sound in a Play sound node or in the prompt of an IVR menu node. See Call flows. You can also select a sound for these settings:

  • The Join sound and the Periodic announcement of a queue. See Queues.
  • The Greeting of a voicemail box. See Voicemail boxes.
  • The playlist of a music on hold class. See Music on hold.

Delete a sound

Remove a sound from every call flow, playlist, queue, and voicemail box before you delete it. The system does not delete a sound that one of them uses. You cannot undo a delete.

To delete a sound, open the actions menu of its row. Click Delete. Click Delete again in the dialog.