How to Set Up Default Audio Files for Native Voice?

Introduction

This guide will walk you through the process of configuring the necessary audio files for Native Voice in your Mobile Service Cloud (MSC) environment. These audio files are essential for ensuring a seamless customer experience during situations such as calls outside of service hours or when customers are placed on hold.

Overview

When a customer calls your company, there are instances where they may not immediately speak with an agent. For example:

• Outside Service Hours: A voice recording can notify customers that your team is unavailable.

• Busy Lines: Waiting music can be played while customers wait for an available agent.

To handle these scenarios, you need to configure specific audio files in your Voice Management app.

Step-by-Step Instructions

1. Access the Voice Management App

1. Log in to your CM.com portal.

2. Open the Voice Management app from the nine-tile menu.

2. Navigate to the Audio Files Section

1. In the Voice Management app, locate the menu on the left-hand side.

2. Scroll to the bottom and select ‘Audio Files’.

3. Create the Required Folder Structure

1. In the Audio Files section, create a folder named ‘MSC’.

   • Note: The folder name ‘MSC’ is mandatory and cannot be changed.

2. Inside the MSC folder, create another folder named ‘AgentInbox’.

   • Note: The folder name ‘AgentInbox’ is also mandatory and cannot be changed.

4. Upload the Required Audio Files

1. Inside the ‘AgentInbox’ folder, upload the following three audio files:

   • ‘OnHold.wav’: This file will play when customers are placed on hold.

   • ‘OutsideServiceHours.wav’: This file will notify customers that your team is unavailable.

   • 'Waiting.wav': This file will play while customers wait for an available agent.

2. Ensure the audio files are named exactly as specified above. The system will only recognize these files if they have the correct names.

5. Verify the Setup

• Once the audio files are uploaded and named correctly, they will automatically connect to your Mobile Service Cloud environment.

• These files will be played during the appropriate scenarios (e.g., on hold, outside service hours, or waiting).

Important Notes

• The folder names ‘MSC’ and ‘AgentInbox’ are case-sensitive and cannot be altered.

• The audio files must have the exact names specified as specified above to function correctly.

• After setup, the audio files will automatically integrate with Native Voice and play as needed.

Video

Please watch the video below on how to set up default audio files for Native Voice in Mobile Service Cloud.

Conclusion

You have successfully configured the necessary audio files for Native Voice. These files will ensure that your customers have a professional and seamless experience when interacting with your company during various call scenarios.