Overview of announcement repository

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 scalable way to update auto attendants and allows administrators 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 is attached with an 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 duplicate announcement filenames.

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

    • Audio file format:

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

      • .WMA files with 8 kHz 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

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

    • Video file format: .3GP or .MOV.

    • Video file audio track codec: AMR, uLaw, aLaw, or PCM.

    • Video file audio track sample rate: 8 or 16 kHz.

    • Video file video track codec: H.263 or H.264.

    • Picture size: 4CIF or smaller (width <= 1280 and height <= 720).

1

Sign in to Control Hub, and go to Services > Calling > Features.

2

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

3

Choose the level at which the announcement applies:

  • Level—Specify the access level (Organization or Location) where the announcement applies

    If you've chosen the Location level, then select the location from the drop-down.

  • Label—Specify a title for the announcement file. For example: Service Outage

    You can drag and drop the audio file to upload. Click Select File to save the file.

4

To add a new announcement file, click Choose a File.

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

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

5

To record a message, select Record and enter the following details:

  • Level—Specify the access level (Organization or Location) where the announcement applies.

    If you've chosen the Location level, then select the location from the drop-down.

  • Label—Specify the title for the announcement file.

    You can click the record icon to record the message, and then click the play icon to listen to the recorded message. Click Select File to save the recording.

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.

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 the admin to use a single file and apply it to the relevant services. For example: To change the monthly specials announcement for 25 locations, admins 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.