Audio Files

The Audio Files page is where you manage the audio prompts used across your platform, such as dial tones, welcome messages, and other recorded announcements played to callers. You can find it under the Contact Center section in the left-hand menu.

Understanding the page

The counter at the top shows the total number of audio files currently configured. Each audio file is listed in a table with the following columns:

• Details – The name of the audio file, along with an optional short description shown beneath it (for example, "Test prompt").
• Audio Files – The language associated with the file, such as en-US. This indicates the language version of the audio.
• Region – The region assigned to the audio file. A dash (-) indicates that no specific region has been set.
• Actions – The controls for managing each file.

Working with audio files

To add a new audio file, click the Add New button in the top-right corner.

To edit an existing file, click the blue pencil icon in the Actions column for that row. To delete a file, click the red trash icon in the same row.

‍Creating an Audio Prompt

Before an audio prompt can be configured, it must first be created. To do this, click the Add New button on the Audio Files page. This opens the Create Audio Prompt dialog.

1. Name – Enter a name for the audio prompt in the Name field. This is how the prompt will be identified in the audio files list.
2. Description – Optionally, enter a brief description of the audio prompt in the Description field to help identify its purpose (for example, the message it plays or where it is used).

Once you have entered the details, save the prompt to create it. After it has been created, you can proceed to configure the audio prompt further.

‍

‍

Editing an Audio Prompt

After an audio prompt has been created, you can edit it to update its details and add the actual audio files by uploading wav files or by using text to speach. Click the blue pencil icon next to the prompt on the Audio Files page to open the Edit Audio Prompt dialog.

1. Name – Update the name of the audio prompt if needed.
2. Description – Update or add a brief description of the audio prompt.
3. Audio files – This section shows the audio files associated with the prompt. When no files have been added yet, the message "No audio files added yet" is displayed.

To add an audio file, click the Add File button. You can add a separate file for each language you want to support, allowing the correct audio to be played based on the caller's language.

‍

Adding an Audio File

After clicking Add File, a file configuration panel appears. Here you define the audio content and the language it applies to. Before creating an audio prompt, you must first configure the languages you want to use in the platform here.

1. Language – In the top-right corner, select the language for this audio file from the Language dropdown. This determines which language version of the prompt the file provides, so the correct audio is played based on the caller's language. Each file you add can be assigned to a different language.
2. Type – Select how the audio will be provided from the Type dropdown. The available options are:
   • TextToSpeech – The audio is generated automatically from text you enter.
   • SSML – The audio is generated from text using Speech Synthesis Markup Language, which gives you finer control over pronunciation, pauses, and emphasis.
   • URL – The audio is sourced from an external web address.
   • AudioFile – You upload your own pre-recorded audio file.

Configuring a Text-to-Speech file

When the Type is set to TextToSpeech, the following options are available:

• Voice – Select the voice used to read the text.
• Speech Style – Choose the speaking style for the selected voice, where supported.
• Speech Speed – Use the slider to adjust how fast the text is spoken.
• Pitch – Use the slider to adjust the pitch of the voice.
• Text – Enter the text you want converted into audio.

Once you have entered your text and adjusted the settings, click Preview Text-to-Speech to generate and listen to the audio. As noted in the dialog, you must preview the text-to-speech in order to generate the audio file.

Using Speech Synthesis Markup Language (SSSML)

You can use SSML to customize the Text-To-Speech file. In the SSML field you can add your own SSML code. For more info about SSML check this page.

‍Uploading an Audio File

When the Type is set to AudioFile, you can upload your own pre-recorded audio file for the prompt.

1. Language – In the top-right corner of the file panel, select the language this audio file applies to from the Language dropdown.
2. Type – Ensure the Type is set to AudioFile.
3. File – Click Choose a file to browse for and select the audio file you want to upload.

The audio file must be in a specific format, otherwise calls will not be routed correctly. WAV files must be in the format riff-16khz-16bit-mono-pcm, with a maximum size of 5 MB.

• To check if you file is in the correct format, you can use this tool: https://mediaarea.net/nl/MediaInfo/Download
• On this website, you can find some royalty free music, don’t forget to convert them into the correct format: https://www.bensound.com/royalty-free-music/
• For Music-on-hold you could upload your own file, or use this file which generates a waiting-tone so you callers will know they are still connected and in the queue.

Using a URL

If the WAV file is hosted on a server, you can insert a URL to the audio file. The same restrictions apply as for the AudioFile option.

Converting an Audio File in a correct format

The best way to convert your audio files to the correct format is to use the free audio tool Audacity: https://www.audacityteam.org/download/windows/.

After you have opened the file and can see two tracks (stereo), click the "Select" button at the bottom of the audio file to highlight the entire file. Then right-click on the Track Control Panel and select the "Split Stereo to Mono" option.

Your audio file will now be separated into two identical, independent mono tracks—delete one of them.

‍

Change the format of audio. Right-click on the Track Control Panel again, but this time, select “Format” -> “16-bit PCM“:

Adjust the sample rate by changing value of “Rate” -> “16000 Hz“:

Finally, export your prepared audio file.
Select “File” -> “Export”, save the file as “WAV (Microsoft)“, and set the encoding to “Signed 16-bit PCM“:

‍

‍