Managing Audio Greetings and Hold Music

Teams Power Pack - CX: Managing Audio Greetings and Hold Music

This document provides an overview of how to manage audio greetings and hold music within your Teams PowerPack - CX. These audio elements can significantly enhance the caller experience by providing informative and professional messages.

Audio Greetings

You can customize the audio greetings played in various scenarios, such as:

  • Hold Message: This message is played when a caller is placed on hold.
  • Voicemail Option Message: This message informs callers about the voicemail option and the necessary action (pressing the pound key).
  • Short Hold Message: A brief message played during short hold times.
  • Record Voicemail Message: A message instructing caller on how to record a voicemail message.
  • Welcome and Goodbye Messages: Standard greetings and farewells.
  • Long Hold Message: A longer message played during extended hold times.

Audio File Upload

To upload a custom audio file for a greeting:
  1. Edit the Greeting: Click the "Edit" button for the desired greeting.
  2. Upload Audio File: Click the "Upload Audio File" button and select the desired audio file.
  3. Save the Message: Click "Save" to finalize the changes.

Text-to-Speech Customization

To create custom audio greetings using text-to-speech:
  1. Edit the Greeting: Click the "Edit" button for the desired greeting.
  2. Type the Message: Enter the text message you want to be converted to speech.
  3. Save the Message: Click "Save" to finalize the changes.

The system will then process the text and generate an audio file that will be played to callers.

Audio Prompts

Hold Music

To manage hold music for specific skills:
  1. Select the Skill: Choose the skill for which you want to customize the hold music.
  2. Choose the Audio File: Select the desired audio file to be played while callers are on hold.
Hold Music

Additional Considerations

  • Voicemail Prompt: Pressing a key is required to access voicemail. Clearly state the need to press the pound key to save the voicemail.
  • Hold Music Duration: Consider the length of hold music to avoid repetitive playback.
  • Audio Quality: Ensure high-quality audio files for optimal listening experience.
  • Audio File Specifications: WAV 16-bits per sample 16000 sampling rate mono/single channel.
  • File Size: Audio files and hold music should be less than 5MB for optimal performance.
  • Testing: Thoroughly test all audio elements to identify and resolve any issues.

By effectively managing audio greetings and hold music, you can enhance the overall caller experience and improve customer satisfaction.


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