Media Library & Voices
Everything a caller hears that is not a person lives here: the greeting, the menu prompt, the hold track, the after-hours message. One shelf, one format the switch can play, and a list of where each file is already in use.
Media library
previewing- main-greeting.mp3
- 1.8 MB, against a 10 MB ceiling
- MP3, WAV, OGG, WebM, M4A, AAC and FLAC are accepted
- FlowMain line, first play
- MenuAuto-attendant greeting
- QueueSupport - EMEA welcome
Product figures from the platform’s own defaults - not customer averages
How it works.
Three ways in, one shelf
Upload a file, record it in the browser through a microphone, or type the line and have it spoken. How a file arrived is stored on it, so the library filters down to recordings, uploads or generated audio when you are looking for one.
Speech comes from your own kit
A brand voice kit is a shortlist of voices, ten at most, picked once for the organisation. Generation is refused for any voice outside that kit, and you hear a preview before the clip is saved, so a stray voice never reaches a caller.
Made playable, not just stored
Whatever you add is converted to the 8 kHz mono WAV the phone system plays, while the original is kept for listening back in the browser. Nothing has to be exported by hand into a format the switch will accept.
Used wherever audio is asked for
The same file can be a menu greeting, the audio behind one digit, a queue welcome, hold music, a periodic announcement, a mailbox greeting, or the message a voicemail drop leaves. Each row lists where it is currently in use.
Two moments in every call.
Every call passes through the same seven. Media Library & Voices is the lit ones, and everything either side of it is a different page in this category.
- 01Number
the line it arrives on or leaves from
- 02Route
where the call is sent and to whom
- 03Dial
placing it, and how many at once
- 04Connect
the moment a person picks up
- 05Talk
while the conversation is happening
- 06Wrap
the code, the notes, the next step
- 07Record
what is kept, and where it is kept
The specifics.
8 facts- Sources
- Upload, browser recording or text to speech, stored and filterable by which
- Formats
- MP3, WAV, OGG, WebM, M4A, AAC and FLAC, at 10 MB per file
- Conversion
- Each file becomes an 8 kHz mono WAV for playback; the original is kept
- Voices
- Ten per brand voice kit; a voice outside the kit is refused at generation
- Text limit
- 5,000 characters per clip, with a preview before it is saved
- Usage
- Each row names where a file is in use: menus, digits, queues, mailboxes
- Metering
- Generated speech is metered per character against the plan
- Voicemail drop
- The message a drop leaves is a file from here, written to the call as its own step
Where the call goes next.
A call is a chain of decisions, and this is one link in it. These are the ones either side.
More in Contact Center
20 capabilitiesFlows, queues, oversight and compliance screening on media we operate.
Three states of one connection. Hear the call, coach the rep without the customer knowing, or join outright - and the audio path redraws as you switch.
Open more lines than you have reps, paced against live answer rates, and hold the abandonment cap you set. Every connect opens the record it belongs to.
Set the mode per campaign. Preview lets a rep read the record first, autodial moves on after wrap-up, and power opens several lines per agent.
Detection listens to the first moments of a connect and drops greetings, dead air and IVR trees. What lands in a headset is a person who said hello.
Ring all, hunt, fewest calls, random, round robin with memory, or strict priority order. Change how a queue behaves without rebuilding it.
Match a caller to the agents who can actually help, on all, any or weighted skill matching, with a failover destination when nobody qualifies.
Offer a callback after a wait threshold or a queue position, hold the caller's place, and dedupe requests so nobody gets rung twice for one problem.
Flag a lead VIP and they skip the welcome, bypass the queue cap and reach an agent first - with ageing, so that ordinary callers never starve behind them.
Hand a call over cold, or consult first and then connect. Merge into a three-way and step out, leaving the other two talking without a drop.
Each side of the call is recorded on its own channel, so who said what is a fact rather than a guess - and the transcript inherits that separation.
Wrap-up codes that do something. Twenty-six behaviours fire off a disposition: raise a task, book a callback, set do-not-call, flag the wrong party.
The number most likely to be answered is chosen per call, ranked on the history with this lead, the overall answer rate, recency and area-code affinity.
Screen callers against Federal DNC, known TCPA litigators and your own internal list - as drag-and-drop steps inside the flow, before anyone is reached.
Search live carrier inventory, filter by country or by digits the number ends with, and claim it to a flow or a person the moment it is yours.
Toll-free sits beside local as a first-class number type, routed by the same flows and billed from the same wallet as everything else you own.
Numbers in the countries you operate in, drawn from four carrier providers, so opening a new market is a purchase rather than a procurement project.
Every rep gets an extension and a browser phone, and can move a call between the browser and a desk phone mid-conversation without dropping it.
Reusable weekly schedules and holiday calendars in your own timezone, so out-of-hours routing is a setting rather than a flow you rebuild each December.
Every call in progress on one screen, pushed as it changes rather than polled, with the agent, the number presented and the queue each one came through.
Two-way texting from the same numbers you call on, threaded per contact and landing on the same record, so the text and the call are one conversation.
The rest of the platform.
Five more categories, all on the same record and the same bill. Each card names three of its capabilities, so you can tell from here whether it is worth opening.
Contact Center
See media library & voices on your own floor.
Thirty minutes, your numbers and your data. We will set media library & voices up live and you can decide from the thing itself rather than from this page.
14-day trial · no card · migration included