Upload or replace a common sound file

Common sound files must be uploaded so they are available for playing when a call is transferred to a survey. If you need to change an uploaded sound file, you can replace it by uploading the new file. These sound files are used for agent prompts and customer messages.

The number of common sound files that you need to create and upload depends on your call transfer definitions.

Agent prompts: These sound files prompt the agent to manually enter an ID or code when a call transfer input setting has been configured for manual entry (Agent ID, Language, Transaction, or a customer-specific input such as Case Number). Depending on which information is manually entered, it can associates an agent with the survey and provide information that determines which survey is played for the customer.
Customer messages: These sound files provide a message when there is a problem that prevents the designated survey from playing or successful transfer of the call to the survey server. These sound files are not related to a call transfer input setting, and should be uploaded for any Common Sound File language in a call transfer setting.

Before you begin

Create your sound files.

Common sound file specifications

Procedure

Click System Management > Customer Feedback > Common Sound Files.
Under the appropriate language, locate the sound component.
Click the icon.
Choose a file, and click OK.

The sound file name is displayed on the page.
Do one of the following:
- To review a sound file prior to uploading it, click the icon next to file name.
- To upload the sound file(s), click Save.
  
  If sound file(s), do not meet the specifications, the name of the file is displayed in red. You can replace these files with files in the correct format.