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Audio Files in Contact Pro

Mjp2022
New Contributor

Hi. Can Sinch Contact Pro allow bespoke music on hold, IVR greetings, voicemail all to be uploaded?

If so where can i find the file formats please?

I found prompts for queues.

1 ACCEPTED SOLUTION

Accepted Solutions

Jukka
Employee
Employee

Hi,

Welcome to Sinch Community forums! Please also find Contact Pro specific forums here:
https://community.sinch.com/t5/Contact-Pro/bd-p/Contact_Center

 

Before we start please note that All prompts used in Sinch Contact Pro system must be in PCM 8 KHz, 16 bit, mono format. You can also find Prompt related guidance from our help pages:
https://docs.cc.sinch.com/ , more precisely see this part of help https://docs.cc.sinch.com/cloud/system-configurator/en/oxy_ex-1/common/hir1616679657709.html

 

On hold music:

The default on hold music can be changed in System Configurator (SC). Please navigate to SC- Queue Management – Prompts. You may filter by On Hold Messages to see default in the system. To add new one please click “Add new”, then select Audio and On Hold Message. Carry out the required configuration steps there and click Save.

 

Next you need to go into Schedules and define newly created On Hold Message as new default.
Press Add new, select Audio Prompts and Contact Center. Then leave queue block empty, in calendar select default and in Schedule Details select Prompt Type: On Hold Music & Default: the prompt you created.

 

IVR greetings:

The IVR greetings works kind a same way as on hold music. You 1st create a prompt in to the system with type “IVR prompt” and then in the IVR you tell what prompt should be played.
As IVRs are mostly typically code, I cannot give exact steps how to do the change and you might need to contact person who created the IVR. 

 

Voicemails:

These prompts you cannot  manage via SC. If you wish to change the default for everyone, then please create a ticket to our support and attach the file you would like to use.

If you wish to change welcome for individual voicemail, then call into the box, access admin menu and record the new welcome. Please note that this requires user to have manage rights for the voicemail box.

BR,
Jukka

View solution in original post

1 REPLY 1

Jukka
Employee
Employee

Hi,

Welcome to Sinch Community forums! Please also find Contact Pro specific forums here:
https://community.sinch.com/t5/Contact-Pro/bd-p/Contact_Center

 

Before we start please note that All prompts used in Sinch Contact Pro system must be in PCM 8 KHz, 16 bit, mono format. You can also find Prompt related guidance from our help pages:
https://docs.cc.sinch.com/ , more precisely see this part of help https://docs.cc.sinch.com/cloud/system-configurator/en/oxy_ex-1/common/hir1616679657709.html

 

On hold music:

The default on hold music can be changed in System Configurator (SC). Please navigate to SC- Queue Management – Prompts. You may filter by On Hold Messages to see default in the system. To add new one please click “Add new”, then select Audio and On Hold Message. Carry out the required configuration steps there and click Save.

 

Next you need to go into Schedules and define newly created On Hold Message as new default.
Press Add new, select Audio Prompts and Contact Center. Then leave queue block empty, in calendar select default and in Schedule Details select Prompt Type: On Hold Music & Default: the prompt you created.

 

IVR greetings:

The IVR greetings works kind a same way as on hold music. You 1st create a prompt in to the system with type “IVR prompt” and then in the IVR you tell what prompt should be played.
As IVRs are mostly typically code, I cannot give exact steps how to do the change and you might need to contact person who created the IVR. 

 

Voicemails:

These prompts you cannot  manage via SC. If you wish to change the default for everyone, then please create a ticket to our support and attach the file you would like to use.

If you wish to change welcome for individual voicemail, then call into the box, access admin menu and record the new welcome. Please note that this requires user to have manage rights for the voicemail box.

BR,
Jukka