Uploading a Announcement in telephony

Pre-recorded voice messages can be played to your customers in various situations. These can be greetings like "Hello, you've called the company, please stay on the line", promotional information or notifications like "We are currently not working, please call us back during working hours or wait for a technical support staff to respond".

To have a customer hear a greeting before connecting with a staff member, you need to upload a sound file with the greeting into the system. If call forwarding by schedule is used, different greetings can be used to match or not match the schedule.

Uploading a greeting

Go to Call handling scheme. How to do this, see in the section “Call handling management”.

Then click on the pencil icon.

In the opened modal window “Voice greeting” drag the file with the mouse into the window or click on the ”Open file” button to start the upload.

A standard Windows file selection dialog box will open. Select the file and click ”Open”. The file will be added.

To save the file in the system, click ”Save”.

Choosing a greeting

All uploaded greetings go into the voice greetings list, where you can listen to them and choose to use them on the Call handling scheme.

To add the uploaded greeting to the scheme:

1. Choose when the greeting should be played.

   • always, if call forwarding is not enabled, or if call forwarding by schedule is enabled, and the call came not during the period of the schedule;
   • during unconditional call forwarding;
   • when call forwarding by schedule is enabled, if the call came during the period of the schedule.

2. Click on the pencil icon in the “Announcement” box, corresponding to the suitable situation.

3. Click on the necessary greeting in the list. The greeting highlighted in green is played.

Also see:

“Call handling in Telephony”