How to disable an audio prompt
Troubleshooting Scenario
Use this guide if you would like to prevent a specific audio prompt from playing to customers or agents. For example, if you would like to prevent the system from playing "the customer has disconnected" to your agents, you can use this article to perform that task.
It is not possible to directly disable an audio file, but you can replace any audio file with a brief moment of silence so that the phrase is effectively removed from the voice experience. This can be done for any prompt played to customers or agents in the Mindful Callback IVR.
If you are having trouble locating the specific audio file for the phrase you would like to remove, see the tip below.
Disable Individual Audio Prompts
- You will need a Manager or Admin user account to perform this task.
- The following steps must be performed on the Media Set that is applied to the Call Target(s) you wish to change.
- All Call Targets assigned to the same Media Set will be affected by the change. If you have multiple Call Targets assigned to the same Media Set and you do not wish to apply the change to all of them, you can clone the Media Set first and assign unaffected Call Targets to the new Set.
Quick access: Callback > Media Sets > Your Media Set
- Click Media Sets in the sidebar menu, then select the Media Set that you wish to change. Note that Default Media Sets cannot be changed.
- Locate the audio file that you wish to disable, and expand the appropriate row to view the audio file details.
- Click the Play button next to the name of the file to preview it and verify it is the right one.
- In the Replace Audio field, upload a .wav file containing one second of silence or less, then save and publish your changes.
Now, when Mindful Callback plays the prompt in the voice menu, customers will not hear the prompt as the silent .wav file plays.
To learn more about what you can do with audio files, see How to manage audio files.
