Purpose:
Section titled “Purpose:”Occasionally the phone system auto attendant recordings need to be changed or modified. This KB walks a admin through the process.
Scope:
Section titled “Scope:”Service Desk Supervisors/managers or Internal IT Managers
Responsibility:
Section titled “Responsibility:”Service Desk, Internal IT
Completion Criteria:
Section titled “Completion Criteria:”Fully updated and working audio recordings that match.
Records:
Section titled “Records:”Active recordsing can be verified by calling the auto attendant.
Steps:
Section titled “Steps:”- Prerequisite:
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access to the Webex calling admin platform
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access to AWS Poly - see 1Password for AWS admin account access (https://aws.amazon.com/polly/)
- The current recordings use the following AWS Polly voice settings. Please use these settings unless it is decided that all recordings will be updated with a new voice. The voice should be consistant across all recordings.
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Engine: Neural
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Language: English, US
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Voice: Ruth, Female
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additional settings:
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Speech file format settings: Sample rate 8000hz and file format MP3 (will need to be converted to WAV after downlaod)
- When typing out the words that will be spoken, keep in mind they must be formatted so they sound correctly. For example centrexIT should be typed as “centrex I T”
- The current prompts are refferenced below. If changing them, please update this KB.
- Once the prompt sounds correct, download the file.
- Convert the file to WAV format. (Use audacity, its free. Make sure to keep 8000hz settings)
- take the wav format file and name it something that matches what it is. Upload to the cisco webex control hub
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Open contact center
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Audio prompts
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Create Audio prompt. Upload the file and name it approriately.
- Change the flow
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Open contact center
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Open Flows
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Select support main menu
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Turn on Edit mode
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Edit the prompt in the flow and change the audio file to the updated file
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Turn validation on
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Publish Flow
- Repeat for each new audio prompt.
Current Audio Recordings
Section titled “Current Audio Recordings”- Main Business Hours Prompt menu (CS_EP_SupportMainMenu):
Thank you for calling the Centrex I T technical assistance center… Your call is very important to us and we are here to help…
Please note that calls may be recorded for quality…
please select from the following options…
if this is a new request please press 1…
if this an existing request please press 2…
- Press 2 Prompt (enter your ticket number)
using your telephone keypad… please enter your ticket number
- After Hours
Thank you for calling the centrex I T technical assistance center… You have reached your support team outside our regular support hours…
Our regular support hours are between 6 A M and 5 P M Pacific Time, Monday thru Friday…
If this is an emergency, and you would like to leave a message for our after hours support team, please press 2 now…
If this is not an emergency, please call us back during our regular support hours, or create a ticket by emailing us at, help at centrex I T dot com, and your ticket will be triaged during normal business hours.