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. Before you replace one, the page tells you which menus, queues and mailboxes are playing it.
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.
Nobody picks a voice you did not approve
A brand voice kit is a shortlist of voices, ten at most, picked once for the organization. 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.
One file, everywhere a caller hears one
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 lines we run ourselves.
Coach a rep mid-call without the customer hearing it, then join outright if it turns. Moving between the three never drops the call or rings anyone again.
Reps stop sitting through ring-outs. More lines open than you have people, paced off your live answer rate, and the abandonment cap you set is a ceiling.
Hand the tempo to the rep on one campaign and take it back on the next. Preview waits for them to read the record; power opens lines the moment they are free.
Reps stop greeting voicemail. The line is judged person or machine before a headset is involved, so what lands in one is somebody who said hello.
Stop the same two people carrying the floor. Six answers to who gets asked first, changed on the queue you already have rather than built again from scratch.
A caller reaches somebody who can actually help. Agents short of the skill a queue asks for never see the call, and a failover catches what nobody can take.
A caller presses a digit, hangs up and keeps their place in line. Repeat requests merge, so nobody rings the same person twice about one problem.
Your best account stops waiting behind everybody else. Flag the lead and they skip the welcome and the cap, while aging keeps ordinary callers from starving.
Nobody re-explains themselves to the next person. Send the call straight on, or speak privately first, or merge to three and walk out without ending it.
When a call is disputed, who said the line is read off its own channel rather than argued out of the wording. Both sides captured, merged into one file.
One code is the whole of a rep's paperwork. Twenty-six behaviors hang off it, so the task, the callback and the do-not-call mark happen on their own.
A rep never has to choose which of your numbers to call from. Every one they may use is scored against the person being dialed, and they can still override.
The check runs before the number is dialed, not as a report on Monday. Federal DNC, known TCPA litigators and your own list, each block written down.
Buy the number and it already knows where to send its calls. Search live carrier inventory, filter by country or by the digits it ends with, then claim it.
One number reaches a whole country and the caller pays nothing for it. Toll-free routes through the same flows and bills from the same wallet as local lines.
Selling into a country you have no office in still means a number that looks local. Four carrier providers, so a new market is a purchase, not a project.
The extension is the person, not the device. One number reaches your rep, and a live call walks from browser tab to desk phone without either side noticing.
Closed is a fact about the clock, not something each flow decides alone. Write the week and the holidays once and every queue and campaign shuts with you.
Where a supervisor picks which call to join. Every conversation currently up, who is on it, the queue it came through and how long it has run, changing live.
Text from the numbers you already call on. The thread sits beside the calls to that contact rather than in a second app nobody on the floor ever opens.
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