Audio recordings can also be used for the phone numbers and call tracking pool settings as the files that can be played during the call events, such as greeting, farewell, and rejection.
To view the list of recordings, go to the Call Logic > Media > Global Media Library section.
The list of available audio recordings contains the following information:
- Name: The name of the audio file or the folder with the files.
- Publisher: The name of the Publisher assigned to the audio file.
- Size: The size of the audio file.
- Type: The format of the audio file (mp3, wav). For the audio files’ folder, the format will be displayed as the “folder”.
- Created By: The name of the user who uploaded the audio file.
- Created Date: The date and time of the audio file or files’ folder creation.
You can filter the audio files by their names by using the “Name” filter.
To upload the audio file(s) or a folder with audio files(s), click the “Upload” button. Perform the following actions in the “Upload” pop-up window:
- Select the Publisher with which you want to associate the audio file or folder, and who will be able to use the audio file(s) or folder with file(s) in the “Publisher” field. To make the audio file(s) available and visible for all Publishers in the system, select the “All Publishers” option.
- To upload the audio file, click the “Upload audio file” button and select the corresponding audio file from your device.
- To upload the folder with the audio file(s), click the “Upload folder” button and select the corresponding folder with the audio file(s) from your device.
Click the “Upload” button to start uploading the audio files.
To open the folder with the audio files, select the record with the “folder” value in the “Type” column, and click the name of the folder in the “Name” field.
To remove the audio file or files’ folder from the list, click the “Remove” button in the “Actions” column.
To play the audio file, click the “Play” button in the “Actions” column.
To stop the audio file playing, click the “Stop” button in the “Actions” column.
To download the audio file, click the “Download” button in the “Actions” column.
How to Use Audio Recordings In IVR
How To Download Audio Recordings From IVR Blocks
How To Use Audio Recording In Campaign Settings
How To Use Audio Recordings For Phone Numbers
How To Use Audio Recordings For Call Tracking Pools
How to Use Audio Recordings In IVR
The audio recordings from the Global Media Library can be used during the IVR building or configuration process. To use the corresponding audio recording, go to the Publisher Management > Setup > Call Routing / IVR section, select the IVR, and click the “Constructor” button in the “Actions” column.
To use audio recordings from the Global Media Library for additional IVR settings, click the “Settings” button in the left sidebar of the IVR Constructor section.
Select the corresponding Media Library option in the “Additional Settings” pop-up window:
- Error Media Library File
- Timeout Media Library File
- Default Rejection Media Library File
Read more about the Call Routing / IVR section and additional IVR settings in this Knowledge Base article.
In the IVR Constructor section, select the block, and click the “Block Settings” button (the button with the “Gear” icon).
If the current IVR has the “Ready to Use” status, blocks in the IVR Constructor will not have the “Block Settings” button available. To view this button, click the “Switch to Configuration Mode” button in the left sidebar and select the particular block. The “Block Settings” button will appear.
Select the “Media Library” radio button in the corresponding field of the “Block Settings” pop-up window, and then select the particular file in the “Media Library File” field.
Read more about the IVR Blocks in this Knowledge Base article.
How To Download Audio Recordings From IVR Blocks
To download the audio file from the block icon in the IVR Constructor, select the block from the list and click the “Download audio” button.
To download the audio recording from the block, select the corresponding block and click the “View” button. In the “Block Settings” pop-up window, select the “My Audio File” option and click the “Download” button.
How To Use Audio Recording In Campaign Settings
To use the audio files for Campaign custom IVR settings and corresponding IVR blocks, go to the Client Management > Setup > Campaigns section.
Select the campaign from the list, and click the “Configure” button in the “Actions” column.
Select the “Phone/IVR” tab in the Campaign Setup section, go to the “Transfer Rule” subtab, and select the “Custom IVR” option in the “Transfer Type” field.
The audio files can be used for the IVR blocks and IVR settings, the same as in the IVR Constructor section.
To use the audio files for the call transfer settings for the campaign, select the “Transfer Settings” subtab in the “Phone/IVR” tab. The following settings are available:
- Music On Hold Source: Select the “Media library” option.
- Media Library File: Select the audio file that will be played on hold from the library.
Read more about the Campaign Settings: Phone/IVR section in the following Knowledge Base article.
How To Use Audio Recordings For Phone Numbers
To use the audio files for the phone numbers settings for the call greeting, farewell, and rejection, go to the Publisher Management > Setup > Phone Numbers section, select the “Reserved Phone Numbers” tab.
Select the phone number from the list, and click the “Edit” button in the “Actions” column.
The audio files from the Media Library can be used for the following phone number settings:
-
Greeting Audio File
-
Farewell Audio File
-
Rejection Audio File
Read more about the Phone Numbers section and phone number settings in the following Knowledge Base article.
How To Use Audio Recordings For Call Tracking Pools
To use the audio files for the call tracking pools settings for the call greeting, farewell, and rejection, go to the Publisher Management > Promo Materials > Call Tracking section.
Select the call tracking pool from the list, and click the “Call Settings” button in the “Actions” column.
The audio files from the Media Library can be used for the following call tracking pool settings:
- Greeting Audio File
- Finishing Audio File
- Rejection Audio File
Read more about the Call Tracking Pools and call settings in the following Knowledge Base article.