Upload Custom Media Files

Custom media files include audio prompts, text (.txt) files and grammar files that are used by various storm entities, such as route plans and FLOW services, and when configuring site- and organisation-level hold music, callback prompts and voicemail prompts.

Media files are organised into media lists, allowing you to organise them by (for example) campaign, customer or service.

Tip: it is recommended that you create a media list specifically to hold the audio prompts used for site and organisation-level hold music, callback prompts and voicemail prompts.

Note: a grammar file is used in speech recognition FLOW services where a caller’s spoken input is matched to entries of equally valid options.

Prepare your files in preparation for upload using your own tools.

Audio files must be A-law/mu-law/16-bit (linear) PCM for .wav files, and OKI ADPCM for .vox files. The sampling rate must be 8Khz, mono. During upload, the system attempts to convert files not matching this format but quality cannot be guaranteed. The part of the file name before the extension must conform to Microsoft conventions. 3-byte Unicode characters are supported.

Note: 16 bit PCM format results in larger files with no increase in quality when transmitted over the telephone network. OKI ADPCM results in smaller files but with reduced quality.

• Create a custom media list (this is a storm folder for storing media files).
• Upload audio files to the custom media list.
• Move audio files between custom media lists if required.

Create a Custom Media List

1. From the STUDIO main screen, select Service Configuration > Media Lists.

2. This displays the Search Media dialog.

3. Click the + button.
4. Name the list and then click Save.

Upload Audio Files to the Custom Media List

1. Select the custom media list (use the search bar above the list or the page control buttons below the list, if required).

2. On the left-hand panel, ensure that 'Upload Media' is selected; on the right-hand panel, select the target media list for the file upload.
3. Click Browse and then select the files to upload (press and hold the keyboard CTRL key to select multiple files). The files are listed in the left-hand panel:

4. Click Upload and wait while the files upload.
5. Click Back on the Media Upload Results screen. The files are uploaded to the target folder as listed in the right-hand panel.

To remove a file from a media list, click the file's   button in the right-hand panel:

Move Audio Files Between Custom Media Lists

1. On the left-hand panel, select the media list containing the file to be moved; on the right-hand panel, select the target media list.

2. Select the check box against the files to copy:

3. Click Copy and then wait while the files are copied.

Create a Text-To-Speech Prompt

1. Select 'New Prompt' using the drop-down list in the Media Source column.
   
   
2. Enter a unique (within the selected media list) name for the prompt into the Prompt Name field. This can be up to 256 characters long.
3. Enter the text of the prompt into the Prompt Text field. This can be up to 4000 characters long.
4. The Voice Model Source options apply to the brain TTS model only. Select either 'Google' or 'Azure' as the AI provider to use.
5. Use the Voice Model Language drop-down list to select the required language.
6. Use the Voice Model drop-down list to select the required voice.
7. Adjust the Rate of speech and Pitch of speech sliders as required - the further to the right, the faster the rate and the higher the pitch.
8. Click Create Prompt. The system creates the prompt, and displays additional buttons in the Media Source column.
9. Select the media list into which the prompt is to be uploaded using the drop-down list in the Media Destination column. Then click Add to Media List.

A screen appears, confirming the upload. Click Back to close this screen.

Note: if you need to amend the settings of the prompt, delete it from any media lists into which it has been uploaded, then re-create it.

The Download button downloads the newly created prompt to your PC.

Edit and Listen to Prompt Files

1. In the Media Destination column select the media list that contains the file you wish to rename or play.

2. Click the relevant entry in the media list.

3. You can overtype the name of the file. Click the Save button to save the change.

If the selected file is an audio file the Play button is present. When you click on it the system plays the file. The Stop button halts it.