Manage audio files

Manage Audio Prompts
Manage Agent Personal Greetings

Audio prompts are prerecorded audio messages or instructions that are played to callers during their interaction with the contact center. You can use these prompts to guide and inform callers.

Create an audio prompt

To create an audio prompt:

1	Sign in to Control Hub.
2	Choose Services > Contact Center.
3	From the Contact Center navigation pane, choose Customer Experience > Audio files. The Audio Prompts tab is open by default.
4	Click Create Audio file. Audio files must be uploaded in WAV format as mono audio with a sample rate of 8Khz and encoding as 8-bit u-law.
5	Configure the following settings: Name—The name gets auto-filled after you upload an audio file. Description—Enter a description for the audio prompt. Audio File—Upload an audio file. Contact center supports only wave (.wav) file format.
6	Click Create to create the audio file.

Edit or delete an audio prompt

1	Sign in to Control Hub.
2	Select Services > Contact Center.
3	From the Contact Center navigation pane, select Customer Experience > Audio Files > Audio Prompt.
4	Click the audio prompt that you want to edit or delete.
5	Replace the existing audio file with the new one to update an audio.
6	Click Save to update the audio prompt.
7	Click Reference list under Referenced by section to view the list of queues that has used this Audio Prompt.
8	Click delete icon on the top right side to delete the audio prompt. The system does not support updating currently used audio files.

The Agent Personal Greetings feature allows a prerecorded message to be played automatically to callers when they connect with an agent. Agents no longer need to repeat the same introductory greeting for every call. They can record a greeting once and have it automatically play upon call connection.

The admin can upload personal greetings for an existing greeting purpose. If no greeting purpose exists, the admin must create one first.

Create a personal greeting

1	Sign in to Control Hub.
2	Choose Services > Contact Center.
3	From the Contact Center navigation pane, choose Customer Experience > Audio files. The Audio Prompts tab is open by default.
4	Click Agent personal greetings tab. The Personal greetings subtab is open by default.
5	Click Create a personal greeting. Audio files must be uploaded in WAV format as mono audio with a sample rate of 8Khz and encoding as 8-bit u-law.
6	Configure the following settings: Agent—Choose an agent from the drop-down list. Audio File—Drag and drop an audio file or choose a file from your device for upload. The system supports only wave (.wav) file format with maximum size limit of 5MB. Greeting purpose—Select the greeting purpose from the drop-down list if you have created one. If not, you can use the Default greeting purpose that is generated automatically.
7	Click Create to create a personal greeting. Agents can create only one greeting for a given purpose.

Create a greeting purpose

A Greeting Purpose specifies the category or intent behind an agent greeting. Created by admins at the tenant level in Control Hub, it provides a reference to manage personal greetings for an organization.

By default, the system automatically creates a greeting purpose named Default. This greeting purpose can't be edited or deleted.

Flow administrators can configure these greeting purposes within the flow by using the Set Announcement activity to play a specific purpose greeting to the caller.

Agents can record a personal greeting for a specific greeting purpose by clicking the record button.

1	Sign in to Control Hub.
2	Choose Services > Contact Center.
3	From the Contact Center navigation pane, choose Customer Experience > Audio files. The Audio Prompts tab is open by default.
4	Click Agent personal greetings tab. The Personal greetings subtab is open by default.
5	Click Greeting purposes subtab.
6	Click Create a purpose. Greetings created here appears on the Agent Desktop, allowing agents to record or update their personal greetings.
7	Enter the purpose in the Greeting purpose field and click Create. To edit a purpose, click the edit icon. The changes made here update in both the Agent Desktop and Control Hub. If this greeting purpose is used as a variable in Flow Designer, update it separately for the changes to take effect. To delete a purpose, click the delete icon. If the purpose is already applied, the system disables the delete icon. To delete a greeting purpose, first locate and remove any references to it in flows or agent personal greetings in Control Hub To view the reference list, click the references icon. You can view references for either agents or flows. The reference list displays only the flows where a static value is configured for the greeting purpose. The agent's view shows the agents who have created greetings associated with this greeting purpose. In both the Agents and Flows views, use the Export to CSV option to download the CSV file for all entities.

Cisco AI Assistant

Thanks for your feedback.

Manage audio files

Create an audio prompt

Edit or delete an audio prompt

Create a personal greeting

Create a greeting purpose

Small Business

Enterprise

Devices

Solutions For

Resources

Company