Media Sets
Customize the voice experience with media sets.
The Media Sets page allows you to view, update, or listen to any of the audio files used during voice interactions with customers. Three default media sets (English, French, and Spanish) are available for all Mindful organizations, and you can add as many additional media sets as you need.
The Media Sets page contains a list of your media sets and selected information about each one. Click the View icon on an existing media set to view additional options.
Create media sets
On the Media Sets page, clicking the Clone icon will allow you to clone a default media set. After cloning, you can configure new collections of audio files to customize the voice experience for different Call Targets.
Use the following steps to configure a new media set.
Find the media set that you would like to use as a starting point.
In the Actions column, click the Clone icon.
Enter a name for the media set in the Name field, then save and publish your changes.
Review the default voice prompts to identify any that you wish to customize.
Replace audio files for any voice prompts that you would like to customize for the Call Targets that will use this media set.
Manage and configure prompts
The Media Sets page is separated into three tabs, each containing a list of customizable audio prompts. Clicking any row within a tab will expand additional information and options related to a specific voice prompt and its associated audio file.
See the following details to learn more about the information provided and the process of replacing default audio files with custom files of your choice.
You can only replace default audio files when using a Media Set that you created. You cannot edit the default Media Sets.
Description — This line contains a brief description of the audio prompt. Descriptions cannot be changed.
Text to Speech — The text shown on this line will be read by the text-to-speech engine if the designated audio file cannot be played.
The value is not configurable, and the field is not displayed when custom audio is being used for the prompt.
Only played when — When present, this field indicates a specific scenario that must occur in order for the prompt to play.
Default File — This field displays the default audio file that will be played. Click Download to open it in another window.
Custom File — If you have replaced the default file with custom audio, this line will contain a download link, Play Custom button, and Undo Custom Prompt Changes button.
Replace Audio — The Select files button and the drag-and-drop area allow you to upload your own audio file to replace the default file.
If you need to change a custom file back to the default, you can click Undo Custom Prompt Changes to revert to the original. The one exception is the Custom Callback CID Audio prompt, which does not have a default file. For that prompt, you can remove custom audio without reverting to a default when you are not using the Use Custom CID Audio feature.
When adding customized audio, 8kHz, Mono, 16bit .wav files are the most efficient to use. However, the system will play files with higher bit rates, as well.
General prompts
The bulk of the audio files used for the voice experience can be found in the General Prompts tab. In this tab, you can find voice prompts for registering callbacks, connecting customers and agents, announcing dates and times, and more.
Not all voice prompts are used for every callback. Some prompts are only used when specific features are enabled or in specific scenarios.
Voice scheduling prompts
The Voice Scheduling Prompts tab contains audio files used for the voice scheduling experience. These prompts guide customers through the process of selecting or specifying a date and time for a scheduled callback.
Registration
Registration prompts are played while offering callback or messaging options to customers and collecting basic information from them. This section includes additional registration prompts to walk customers through the process of scheduling a callback for a specific day and time.
Additional registration prompts can be configured in the General Prompts tab.
Utility
Utility prompts contain grammatical articles such as "to" and "at", as well as words such as "next" that may be played alongside dates and other prompts.
Time zone prompts
The Time Zone Prompts tab contains prompts for any time zones enabled for your organization. The prompts in this tab will vary based on how your Call Targets are configured and whether international dialing is enabled for your organization.
From here, you can preview or update the audio file that will be played when announcing any of your configured time zones.
Tips for using multiple time zones
If your Call Target business hours are configured to use different time zones, it is important to clearly state the appropriate time zone to customers on each Call Target. This can prevent confusion and ensure that customers have accurate expectations of the time they will receive a callback.
The default collection of audio prompts only includes a file for Eastern Time. For all other time zones, you will need to upload a custom prompt to ensure that customers are aware of the time zone for their callbacks.
Use the following steps to upload a new time zone voice prompt:
On the Call Target page, in the Hours tab, select the appropriate time zone in the Time Zone dropdown menu, then click Save Changes. Note that a warning message will appear on the page to advise you to upload a custom audio file for the selected time zone.
On the Media Sets page, open the media set that is assigned to the Call Target in question.
Open the Time Zone Prompts tab. You should see an entry for the Call Target time zone you configured in the previous step.
This entry will not appear until you have changed the time zone for the Call Target.
Upload a custom audio file to speak the time zone (for example, "Mountain Time" or "Mountain Standard Time"). Save and publish the changes before leaving the tab.
Custom metadata media
On the General Prompts tab, the Custom Metadata Media section serves the same purpose as the Metadata Prompts section but only contains prompts for custom metadata. One audio file prompts customers to enter metadata, and another is played to agents before playing the recorded metadata from the customer.
The custom metadata media section allows you to upload your own audio file to play to customers while prompting them for additional information that will be stored in a metadata item.
Use the following steps to upload a custom audio file for a metadata item:
From your media set, within the General Prompts tab, locate the Custom Metadata Media section.
Click the row associated with the customer prompt that you would like to replace.
The customer prompt will be named your_<metadata item name>. The row will expand to present additional fields.
Repeat the previous step for the associated agent prompt.
The agent prompt will be named agent_<metadata item name>.
Upload your custom audio file by following the on-screen instructions.
Click the Play button to preview your audio file after the upload is complete.
Save and publish your changes.
Custom metadata media prompts only become available to edit once "Custom Prompt" has been selected in the Prompt dropdown menu for a metadata item.
| Prompt | Description |
|---|---|
| your_<Metadata item> | Plays a custom audio file to customers to collect custom metadata for the specified metadata item |
| agent_<Metadata item> | Plays a custom audio file to the agent before speaking custom metadata collected from the customer for the specified metadata item |
