Set up a common repository, which allows different locations to use a shared announcement. Services such as Auto attendants, Call Queues, or Music On Hold can point to a common announcement in the repository.

You can update these announcements once, and apply them against all the respective instances. This feature provides a more efficient way to update auto attendants and allows you to update company-wide announcements. For example: a holiday announcement.​

You can set the announcement repository at organization level and location level.

The announcement repository option at the organization and location level provides these capabilities:​

  • Add, update, and delete the audio files​

  • Replace existing announcement files

  • Filter and sort capability to view the files​

  • Displays the file information and the feature instance that uses the announcement.​

  • Supports localization of the announcements

Set up announcement repository

Before you begin

  • You can’t delete current files that the features use.

  • You can store announcement files with up to 1-GB storage limit across all the levels.

  • Ensure that you don’t upload announcement files with duplicate names.

  • Adhere to the following requirements when uploading the audio files:

    • Audio file format:

      • .WAV files with 8 or 16 kHz, 8-bit or 16-bit mono, µ-law, A-law, or PCM

      • .WMA files with 8 or 16 kHz, 16-bit mono, µ-law, A-law, or PCM

    • Maximum audio length:

      • 2 minutes for a voice message greeting and custom callback user/group.

      • 10 seconds for user's voice portal personalized name.

      • 10 minutes for the music on hold greeting.

      • 5 minutes for all other services.

    • Minimum audio length: 5 seconds

    • Maximum audio file size: 5 MB

1

Sign in to Control Hub.

2

Go to Services > Calling > Features.

3

Go to the Announcements card and click Add New to add a new announcement file.

You can add the announcement files in two ways:

  • Upload—Allows you to upload a file from your system.

  • Record—Allows you to record your own custom audio file using the recording option.

4

To Upload a file, perform the following steps:

  1. From the Upload tab, choose at which level you want to create the announcement file.

    • Organization—Allows you to access the file across your organization.

    • Location—Allows you to access the file only at the location specified. If you choose this option, then select the location from the drop-down.

  2. Specify a title for the announcement file in the Label field. For example: Service Outage.

  3. Drag and drop the audio file or click Choose a file to upload.

  4. Click Select file to save the file.

upload file page with the options to choose level, label, and choose file from your system.

5

To Record a message, perform the following steps:

  1. Click the Record tab.

  2. Choose at which level you want to create the announcement file.

    • Organization—Allows you to access the file across your organization.

    • Location—Allows you to access the file only at the location specified. If you choose this option, then select the location from the drop-down.

  3. Specify a title for the announcement file in the Label field.

  4. Click the record icon to record the message, and then click the play icon to listen to the recorded message.

  5. Click Select file to save the recording.

Record page with the options to choose level, label, and record the message

The uploaded or recorded audio files now list in the Announcements page. You can search and filter the files applicable for a location or organization.

Announcement files list displays under Announcement page

6

To delete an audio file, click the delete icon . To replace a file, click the audio file and click Replace file.

Replacing an announcement file allows you to use a single file and apply it to the relevant services. For example, to change the monthly specials announcement for 25 locations, you can use a single replacement file.

The announcement repository supports the following:

  • Stores the audio files without a time limit

  • Supports any number of file uploads

  • Supports localization of the announcement messages

What to do next

You can use the audio files for custom configuration in the following features:

  • Music on Hold—Select the Play custom music option to play custom music when a call is in the queue. For details, see Configure music-on-hold settings from Control Hub.

  • Auto Attendant—Select the Custom Greeting option to set a message that the callers hear when they call during business hours. For details, see Manage auto attendants.

  • Call Queue—Select the Custom announcement option to set messages and music that the callers hear when the agents are busy. For details, see Manage call queue announcements.