How to use audio files

CCaaS has the ability to play audio (.wav) files as part of the call flow (scripts). CCaaS provides default music and voice files for your use. Alternatively, you can supply your own announcements that customers will hear when calling into your contact center and the message and/or music customers will hear while on hold.

All announcements and music must be standard .wav files saved with the following settings:

  • Preferred quality — call quality
  • Format — PCM
  • Attributes — 8,000 kHz, 16 Bit, Mono

Note

  • The path specifying a .wav file must be 80 characters or less in length. This limitation includes the file name.
  • The URL can include the http or https protocol.
  • For best audio quality, we recommend that you have these recordings made in a professional studio.

Audio files can be uploaded via Provisioning Portal, if it's installed and licensed on the platform.