Engage Voice | Using the Play Audio node

One of the tools you’ll encounter when building a basic IVR is the Play Audio node. This node allows you to play one or more audio recordings to callers. Depending on the purpose of your IVR, you can add as many Play Audio nodes to your call flow as you need. 
 
The Play Audio node will often be placed directly after the Answer node. This is because in most cases you will need to begin a call with a greeting or message. 
 
However, you might also want to begin an IVR with a prompt such as a choice between English and Spanish. In this case, you probably don’t want to begin with the Play Audio node because your IVR will need to receive input from callers. A better option would be to begin with the Get Input node, which can both play a recording and accept input. 
 
In addition to playing messages, the Play Audio node is useful for creating a moment of silence. For example, you might want to include a brief silence between the Answer node and the first message callers hear. This helps ensure a more consistent call flow.
 
If you choose to include a silent pause, you can select the quarter_second_silence file from the global audio library. Although the time may seem short, it can make a big difference in your call flow. If you want to learn more about configuring your audio files, read Configuring an audio file.
 
Keep in mind that a single Play Audio node can include multiple recordings that play one after another. This can be particularly convenient because you can create one seemingly unified message by combining shorter recordings.

Adding a Play Audio node

If you’re ready to add a Play Audio node, follow these steps:
1. Drag and drop a Play Audio node from the palette onto the background
2. Hover over the Play Audio node to reveal the popup menu and select Edit to open the Play Audio Properties modal window
3. Enter a name in the Node Id field (optional)
4. Select audio files via the Audio Files field (optional) 

a. Click on the Manual Entry pencil and paper icon and provide the exact audio file name in the field that appears

OR

b. Click on the Open Audio Library table icon to open the Audio Library modal window 

i. In the Audio Library modal window, select your first audio file from a list of global or account-level audio files

ii. Click OK to return to the Play Audio Properties modal window

5. Check the Barge In box if you want to deactivate this property
6. Click OK at bottom right of the modal window

Play Audio node properties

Below you’ll find a list of all the properties you can configure within the Play Audio node.
  • Node Id: This is the unique name given to a particular Play Audio node that has been placed on the background. You can leave the default name or change it
  • Audio Files: This is where you can select the audio file(s) that will play to callers. If you know the exact name of the audio file you’d like to use, you can select the Manual Entry pencil and paper icon to the right of this setting. To search for and select an audio file from a list of global and account-level audio files, select the Open Audio Library table icon
  • Barge In: If this box is checked, callers will have the ability to skip an audio recording by pressing any number or symbol on their dialpad
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