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Custom announcements

Updated

Content

  • Description

  •  How to create 'Custom announcements'

  • If you have a recording: Upload file

  • If you want to create a new one: Create audio

     

    o Use default voice and text to speech

    o Record yourself/ a voice

     

  • Name your message

  • Do you want to overwrite?

  • Category

  • Match the language

  • Comments

  • Customize the volume

Description

A custom greeting is a recording you play to fill the silence a caller would otherwise experience while waiting. The message helps reassure the person that their call has not been lost and that it will be handled.

Custom greetings or audio files can be used across Zylinc for welcome and queue messages, as a night answer, change of opening hours, vacations/holidays or failover. Moreover, you can easily create messages for important information such as breakdowns or urgent, unexpected events of importance to callers.

All messages can be saved and reused.

 

How to create 'Custom announcements'

Start by going to 'Custom announcements' under the 'Audio' section in Configuration Manager. If you have previously recorded messages and saved them as downloads, you will find them here.

 

When you want to create a new message, start by clicking the 'Create new' button. You now have 2 options:

- To use an audio file you already have recorded

- Create a new one, either by narrating it yourself or using one of our default voices

 

If you have a recording: Upload file

Under 'Upload file' you can choose from the existing files you have already recorded.

 

If you record new audio files elsewhere, remember to save them in .wav or .mp3 if you want to use them in Zylinc.

 

If you want to create a new one: Create audio

If you click here, you will be given the option to choose between 'Text to speech' or 'Record voice.'

 

With 'Text to speech' you write a text that one of our default voices reads aloud. With 'Record voice' you can record a message.

 

Use default voice and text to speech ('Text to speech')

In the field that says 'Enter your message here', type your message. Under Language, select the company language track you want the message to belong to. Then select male or female voice. 

 

Listen to your greeting being read aloud. If you would like a different wording, simply write a new message to be read aloud. You can repeat this as many times as you like.

 

When you are satisfied, you can choose to download the message with 'Download' or start using the message immediately with 'Submit.

 

If you are unsure whether to save your message or use it immediately, we recommend downloading it.

 

 

Record yourself/a voice

If you want to record a greeting in your own voice or, for example, the voice of the person who speaks your other announcements, go to ‘Record voice.’

 

We recommend using a headset with a good microphone to ensure a quality recording. Make sure that the right audio device is selected on your computer. When you are ready to record, tap the microphone icon.

You can listen through the message and if you are not happy, you can delete it with the trash can icon. You can record a new message as many times as you want until you are satisfied.

 

When you are done, you have two options:

To download the recorded audio file to your own computer, press the down arrow

If you want to use the recording immediately, press the up arrow

 

If you are unsure whether you want to save your message or use it immediately, we recommend downloading it.

 

Name your announcement

Enter a name for the announcement. We recommend that you give the file a meaningful name - e.g. 'Customer service, queue welcome, weekdays during business hours'. The name can contain letters, numbers, hyphens and underscores, but no special characters.

 

 

Do you want to overwrite?

If you want to overwrite an already uploaded/existing message, check this box. At the same time, make sure that the name and category of the new message is exactly the same as the one you want to replace.

 

Category

Under Category, you can either select one of the existing categories or create a new one.

 

Match the language

Here you associate this announcement with the language track of your company's other communication in IVR menus and queues. See also the section on queues.

Comment

Here you can write a comment about the announcement. We recommend that you make a note of what is said in the audio file.

 

Customize the volume

You can adjust the volume of the message. It might be a good idea to call and check that the level is neither too high nor too low - and if you have other IVRS and announcements, that it matches these volume levels.

Can be used to increase/decrease the volume. If more than 100 %, increase the volume (e.g. 200 will double the volume). If less than 100 %, decrease volume (50 will decrease the volume).

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