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# Sounds

> Upload the audio files that call flows, queues, voicemail boxes, and hold music play to callers.

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.

> **Note**
>
> 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.](/_fern-img/b4bc0a43b09534a39c04de4b5d1e3b81dca5051fa46ad0449f17c521fa5080b8.webp)

## Fields

| Field           | What it does     | Rules                                                                                                                          |
| --------------- | ---------------- | ------------------------------------------------------------------------------------------------------------------------------ |
| **Audio file**  | Gives 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. |
| **Name**        | Names the sound. | Required. 1 to 255 characters.                                                                                                 |
| **Description** | Adds a note.     | Optional. Up to 512 characters.                                                                                                |

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

## Upload a sound

#### Open the Sounds tab

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

#### Open the form

Click **Upload Sound**. The **Upload sound** drawer opens.

#### Choose the file

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

#### Name the sound

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

#### 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.

| Status                | Meaning                                                                        |
| --------------------- | ------------------------------------------------------------------------------ |
| **Processing…**       | The system converts the file. You cannot use the sound yet.                    |
| **Ready**             | You can use the sound.                                                         |
| **Processing failed** | The system could not convert the file. The **Status** column shows the reason. |

| Reason                                   | What 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](/cloud-call-center/call-flows). You can also select a sound for these settings:

* The **Join sound** and the **Periodic announcement** of a queue. See [Queues](/cloud-call-center/settings/queues).
* The **Greeting** of a voicemail box. See [Voicemail boxes](/cloud-call-center/settings/voicemail-boxes).
* The playlist of a music on hold class. See [Music on hold](/cloud-call-center/settings/music-on-hold).

## Delete a sound

> **Warning**
>
> 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.

## Related

* [Call flows](/cloud-call-center/call-flows)
* [Queues](/cloud-call-center/settings/queues)
* [Music on hold](/cloud-call-center/settings/music-on-hold)
* [Voicemail boxes](/cloud-call-center/settings/voicemail-boxes)