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.

Quick Access: Callback > Media Sets

1. Find the Media Set that you would like to use as a starting point.
2. In the Actions column, click the Clone icon.
3. Enter a name for the Media Set in the Name field, then save and publish your changes.
4. Review the default voice prompts to identify any that you wish to customize.
5. 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

Quick access: Callback > Media Sets > Your Media Set > Any tab

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.

1. Prompt Name and Play icon: Click the Play icon next to the name to listen to the audio file. The name of the prompt will help you to determine its purpose.
2. Audio type: This field displays the type of audio that is assigned to the prompt. Possible values are:
   • Default Audio: Default audio is configured for the prompt.
   • Custom Audio: A customized audio file is being used for the prompt.
   • No Audio: No audio file is assigned to the prompt and, if configured, the Text to Speech audio will play.
3. Description: This field contains a brief description of the audio prompt. Descriptions cannot be changed.
4. Text to Speech: If the designated audio file cannot be played, the system will read the text in this field rather than playing a file. The value is not configurable.
5. Only played when: When present, this field indicates a specific scenario that must occur in order for the prompt to play.
6. Default File: This field displays the default audio file that will be played. Click Download to open it in another window.
7. Replace Audio: This button and the drag-and-drop area allow you to choose your own audio file to replace the default file. If you need to change a custom file back to the default, you can download the default file by clicking the filename in the Default File field, then configure the voice prompt to use that file.

General Prompts

Quick access: Callback > Media Sets > Your Media Set > General Prompts

The bulk of the audio files used for the voice experience can be found in the General Prompts tab of the Media Sets page. In this tab, you can find voice prompts for registering callbacks, connecting customers and agents, speaking 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.

To learn how to preview and update audio files, see the Managing and Configuring Voice Prompts section of this article.

Speech Recognition Prompts

Quick access: Callback > Media Sets > Your Media Set > Speech Prompts

The bulk of the audio files used for the Speech Recognition voice experience can be found in the Speech Prompts tab. This tab allows you to configure what your customers hear when requesting a callback by speaking responses rather than using their DTMF keypad. Note that not all voice prompts are used for every callback. Some prompts are only used when specific features are enabled or in specific scenarios.

How the Speech Recognition call flow works

The Speech Recognition option offers a similar experience to the standard DTMF input flow. The call flow has been modified to account for the conversational requirements. People respond differently when they can speak a response rather than pressing a digit on their phones, and that is taken into account.

Also, sometimes phone microphones malfunction and don't pick up the caller's spoken response, or the caller cannot verbally respond right away. For most menus in Speech Recognition, we offer this process:

• We play a prompt asking for a spoken response.
  • Example: "I see that you're calling from the telephone number ending in 1 2 3 4. Should we call you back at this number?"
• If we do not receive an audible response or do not receive a response that aligns with the prompt options, we offer a mixed prompt: respond by speaking or with a DTMF selection.
  • Example: "Let's try that again. If we can call you back at this number, say Yes or Press 1. If not, say no (2)."
• If we do not receive a response after offering both options, we proceed to ask for only a DTMF selection.
  • Example: Sorry. If we can call you back at this number, press 1. To enter a different number, press 2.

Voice Scheduling Prompts

Quick access: Callback > Media Sets > Your Media Set > 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.

To learn how to preview and update audio files, see this article's Managing and Configuring Voice Prompts section.

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.

Time Zone Prompts

Quick access: Callback > Media Sets > Your Media Set > 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 speaking any of your configured time zones.

To learn how to preview and update audio files, see the Managing and Configuring Voice Prompts section of this article.

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.

Use the following steps to upload a new time zone voice prompt:

1. 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 screen to advise you to upload a custom audio file for the selected time zone.

2. On the Media Sets page, open the Media Set that is assigned to the Call Target in question.

3. Open the Time Zone Prompts tab. You should see an entry for the Call Target time zone you configured in the previous step. Note that this entry will not appear until you have changed the time zone for the Call Target.

   

4. 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.

Tip: Looking for a specific audio file? Type the name of the prompt in the search field to quickly highlight what you're looking for.

Custom Metadata Media

On the General Prompts tab and the Speech 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.

1. From your Media Set, within the General Prompts tab, locate the Custom Metadata Media section.
2. 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.
3. Repeat the previous step for the associated agent prompt. The agent prompt will be named agent_<metadata item name>.
4. Upload your custom audio file by following the on-screen instructions.
5. Click the Play button to preview your audio file after the upload is complete.
6. Save and publish your changes.