Engage Voice | Configuring an audio file
As discussed in Audio library overview, audio libraries can be accessed via different parts of the platform: in Routing, Dialing, and under the Settings product menu option. We’ll discuss how to upload and configure audio files in just a moment, but since the system does provide you with a number of basic audio files when you first open an account, we’ll talk about basic audio selection first.
Follow the steps below to locate and choose from existing audio files that live in your global or account audio library.
1. Navigate to Dialing > Campaigns or Routing > Queues
2. Select a campaign or queue
3. Scroll down to the Audio Settings section in your campaign or queue General page
4. Click the Configure Audio table icon to the right of the audio filename box to choose an audio file (this field will read ‘No audio selected’ when empty):
5. A modal window will appear with a table at the bottom and two tabs above it; these are your audio libraries. You can choose an audio file from the Account Audio tab list or click the tab next to it labeled Global Audio to choose an audio file from the global audio library
6. Scroll down to see more options, or use the search bar to find an audio file. To search, type the name or a few letters of the name of the file you wish to locate in the search bar and press Enter on your keyboard. The system will show you all audio file options for your entry
7. When you’re finished listening to, editing, or downloading your audio file(s), check the checkbox to the left of an audio file to select it
8. Click OK to save your changes and apply that audio file to the selected setting
Editing, previewing, and downloading an audio file
While you’re in the audio library settings modal window (see above screenshot) within a queue or campaign, you can edit, preview, or download any audio file using the pencil, play, and down arrow icons to the right of the audio filename.
You can also take any of these actions (with the addition of an option to delete an audio file) via the Audio Library section of the platform. To reach this section, navigate to Settings > Audio Library via the left nav bar.
Let’s take a look at each of the actions you’ll find when configuring an audio file.
The Edit setting allows you to change the name of the audio file. Please note that special characters are not allowed in the filename.
The Preview setting allows you to listen to the entire audio file before selecting it. Press the play icon to begin playback and the stop icon to stop it.
The Download setting allows you to download the audio file to your computer. Click the down arrow and the file will save to your computer.
The Delete setting allows you to delete the audio file. Click the x icon to the right of the file and the system will remove the file from the audio library. Please note: You’ll only be able to access this setting in the Audio Library section of the platform.
Uploading a new audio file
The following steps describe how to upload a new audio file to your audio library. You can upload audio in a few different places: via the Settings > Audio Library section of the platform, and via your queue or campaign configuration settings.
You can also access the Audio Library modal window to upload audio files any time you click the Configure Audio table icon that appears alongside any setting that allows for audio configuration (e.g., Agent Whisper and Agent End Call).
Uploading a new audio file via the Audio Library
One method for uploading your audio files is via the Audio Library tray setting under Settings in the left nav bar. The Audio Library is also the only place in the platform that you can delete any of your audio files.
When you first navigate to the Audio Library, you’ll find two tables with two different audio libraries. The Account Audio Files table is for your account audio library, and the Global Audio Files table is for your global audio library. To get an overview of the difference between these two libraries, please visit Audio library overview.
Remember, global audio library files come standard with your account and cannot be modified.
To upload a new audio file to your account library, follow the steps below.
1. Navigate to Settings > Audio Library via the left nav bar
2. Select the Add Account Audio button to open the Edit Audio File modal window
3. Click the Custom Upload button and select the audio file from your computer that you’d like to upload to your audio library
4. Select the Upload Audio button to complete uploading your audio file and close out of the modal window
Once your audio file has been uploaded, it will appear in the audio library under your account’s audio files. As discussed above, you’ll be able to edit, preview, download, and delete any audio files in these tables.
Uploading a new audio file via queue or campaign settings
Another method for uploading new audio files is via your queue and campaign configuration settings. To upload an audio file within a queue or campaign, you can navigate to Dialing > Campaigns or Routing > Queues and select the queue or campaign you wish to upload an audio file to.
1. Navigate to Dialing > Campaigns or Routing > Queues via the left nav bar
2. Select a queue/campaign from the Queues/Campaigns group page
3. In the queue/campaign General page, scroll down to the Audio Settings section
4. Click the Configure Audio table icon to the right of the audio filename box to open the Audio Library modal window
5. Click the Add File radio button, and another button labeled Custom Upload will appear directly underneath.
Use this button to choose a file from your computer, then click the Upload button at far right to upload it to your account’s audio library
6. Once the file has been uploaded, it will appear in the table at the bottom of the modal window under the tab labeled Account Audio
7. Now you can edit filenames, preview any audio file, or download an audio file
8. When you’re satisfied with your audio file, check the box to the left of the file(s) you wish to select and click OK to save your changes and add that audio to the current platform setting
Note: Please contact your CSM if you wish to use the Manual Entry audio file setting, as this is an advanced custom audio feature.
Reordering and removing audio files from the playback list
In the Routing and Dialing sections of the platform, you can get a bit more granular with your audio file playback configuration — that is, you can reorder and remove files right from your queue and campaign audio configuration settings without leaving that screen.
To change the order in which the audio files are played or remove an audio file altogether, take the following steps:
1. In your queue or campaign’s configuration settings, click the down arrow in the audio field you wish to edit (the field will read [x] files selected). A dropdown menu will appear with a list of the audio files you selected for this setting. The order in which the files appear is the order in which they will play
2. Click and hold any audio file
3. When the four-pointed arrow appears, drag the file and drop it wherever you’d like
4. If you wish to remove an audio file from the playback list, click the x icon at far right of the file’s name
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