Engage Voice | Configuring outbound audio settings
If you wish to add or configure audio on your campaign (whether for an agent whisper or for hold times, for example), you can do so by navigating to the General tab in your campaign’s configuration panel and scrolling down to the Audio Settings section.
Here you’ll find multiple audio configuration options for different conditions you may encounter during outbound calling on a campaign. We’ll discuss each setting in detail below, but if you’d like more details on the process of finding, selecting, uploading, and editing audio files within the framework of your audio library, check out Audio library overview before you continue.
Configuring audio settings
Now, let’s go over your configuration options for outbound audio settings.
- Agent Whisper: Choose an audio file that will play for the agent as they connect with a lead. For this setting, an audio prompt can be helpful because usually, by the time the agent is connected to the lead, the lead will already have said ‘Hello.’ This file should be short, so it doesn’t interfere with the connecting call. We recommend the default beep tone
- Agent End Call: Choose an audio file that will let the agent know when the lead has disconnected
- Caller Hold: Choose an audio file that leads will hear when placed on hold by an agent
- Caller Abandon: Choose an audio file that leads will hear when they have been dialed by the predictive dialer but there is no available agent to take the call. Per FTC regulations, this message must identify your company and provide a toll-free callback number so the lead can request to be placed on your DNC list (some organizations are exempt). Visit https://donotcall.gov/ for more information
- Live Answer: Choose an audio file to play when a live person answers a call. This setting only functions under advanced conditions for certain types of accounts. Contact your CSM for more details
- Machine Answer: Choose an audio file to play when the dialer encounters an answering machine. Please note that the system will wait for up to 30 seconds for a silence of at least 1.8 seconds before playing a message
Please note that you should only enable the Live Answer setting and the Machine Answer setting if your business is legally authorized to use it, as per FTC regulations. For more information, visit this site.
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