When configuring your IVR setup in the Contact Center App, you can upload audio files to communicate with the client. This facility is available in three key sections in the Standard Tree.
- Audio File in Welcome Voice
- Audio File in Call Handing Rules
- Audio File in Insert Nested Rule within Call Handling Rules
- Log into your Apptivo and go to the Contact Center App. In the Contact Center App, navigate to Settings → Contact Center → Phone Numbers.
- Select any phone number to upload an audio file as an IVR when a customer tries to contact your business.
- You will be redirected to the Configure IVR page.
Audio File in Welcome Voice
- In Configure IVR page, scroll down to the Message section and select Standard Tree.
- You can either add a message and convert into a welcome IVR voice message or upload your own voice to act as an IVR when a customer makes a call. Select the Upload File radio button.
- You can click on the upload button to add an audio file for the phone number.
- Please note that the size of the file should be less than 500kb and the allowed audio formats are MP3 and WAV formats.
- On selecting upload, you can upload a file from your local drive.
Audio File in Call Handling Rules
You can also upload an audio file while routing calls to an employee, a phone number, or while using the round-robin technique.
Consider uploading an audio file in the message field while routing a call to an employee.
- In Configure IVR page, scroll down to the Call Handling Rules. Select Route to Employee setup.
- The Inspector tab of Route to Employee will appear in the right panel.
- Enable the toggle for Message and select the Upload File radio button.
- You can upload a file from your local. Please ensure that the file size does not exceed 500kb and it is of MP3 and WAV format.
Note: The same scenario applies when you select Forward To and Round Robin option in the Call Handling Rules.
Audio File in Insert Nested Rule within Call Handling Rules
- In the Call Handling Rules, you can also upload an audio file while adding a nested IVR within an IVR.
- In Configure IVR page, scroll down to the Call Handling Rules. Select the Insert Nested Rule setup.
- You will have the option to Upload File. Select it.
- Select the upload button to upload an audio file.
- You can upload a file from your local. Please note that the file size does not exceed 500kb and it is of MP3 and WAV format.
