Managing Audio Greetings and Hold Music
This document provides an overview of how to manage audio greetings and hold music within your contact Center. 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 callers 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:
- Edit the Greeting: Click the "Edit" button for the desired greeting.
- Upload Audio File: Click the "Upload Audio File" button and select the desired audio file.
- Save the Message: Click "Save" to finalize the changes.
Text-to-Speech Customization
To create custom audio greetings using text-to-speech:
- Edit the Greeting: Click the "Edit" button for the desired greeting.
- Type the Message: Enter the text message you want to be converted to speech.
- 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.
Hold Music
To manage hold music for specific skills:
- Select the Skill: Choose the skill for which you want to customize the hold music.
- Choose the Audio File: Select the desired audio file to be played while callers are on hold.
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.
Related Articles
BlueSkyUC Contact Center: Multi-Instance Management
This article explains how BlueSky Contact Center allows you to host and manage multiple contact center instances within a single tenant. Benefits of Multiple Instances Departmental Separation: Segment your contact center operations by department or ...Functionalities and Features for Administrators
This guide details the functionalities and features available to Administrators within BlueSky Contact Center solution. Administrators hold the highest level of access, granting them complete control over the Contact Center environment, user ...BlueSky Contact Center
BlueSky UC Contact Center is a comprehensive solution designed to elevate your Microsoft Teams Voice experience into a full-fledged Contact Center. BlueSky Contact Center Home Key Features: Agent Skill Management: Configure and manage agent skills to ...BlueSky Contact Center Sidekick
BlueSky Contact Center Sidekick is a desktop application designed to empower agents and optimize call handling within the Contact Center solution. It equips agents with the necessary information to effectively engage with every incoming client call. ...Functionalities and Features Available to Agents
Agents are the backbone of your BlueSky Contact Center, handling calls and interacting directly with clients. A sophisticated hunting mechanism ensures calls are distributed efficiently among available agents based on their Teams presence status and ...