Adding prompts

Note:

If you are adding prompts in a new language, you must add audio files that correspond to the existing audio files in IVR;Routing's default language. Otherwise, the caller will not hear anything when the prompts are supposed to be playing.

To add a prompt
  1. Click IVR Routing > Prompts > Add.
  2. After Language, select the primary language from the drop-down list.

    For Text prompts, Language determines the Voice to use.

    Note:

    By default, the language is set to your default site language.

  3. Type a Name for the prompt.
  4. Type a Description for the prompt.
  5. After Category, select one of the following categories from the drop-down list:
    • Callback
    • Management
    • Samples
    • UPiQ
    • Custom

    Prompt categories are an organizational tool to help keep your prompts sorted and easily accessible. To create your own category, after Category, type a name for the new category.

  6. Click one of the following tabs:
    • Text—lists the SSML files added to IVR Routing. Users can add an SSML file or add text to the prompt. To add an SSML file, click Add and select SSML file. To add a text, click Add, select Text, enter the text, and click OK. To add text to the SSML library for reuse, click Export.
      Note:

      If adding variables to text, enclose them within double angle brackets. For example, the EstimatedWaitTime variable is formatted as <<EstimatedWaitTime>>. By default, variables are read as Numbers or, if they are currency, Dollars.

    • System wave files—lists the system wave files callers hear while in the system or while waiting on hold. This pane displays the wave files that are available in your selected language.
    • Custom wave files—lists imported and wave files you have recorded.
      To import or record a custom wave file, click Add, then you can do one of the following:
      • Select the Existing wave file option to browse the required folder and select an existing file.
      • Select the Record wave file option to use your computer's microphone to record the file.
      Note:

      Wave files must be 8khz, Mono, or ULAW format.

      Note:

      IVR Routing does not support 44.1 khz format for prompts. IVR Routing has been tested with 8khz, Mono, and ULAW formats.

    • Queue stats—lists up-to-date queue statistics that can be used in prompts
    • Variables—lists variables that can be used in prompts
      Note:

      Read back on variables is based on the type of variable. Number variables read back the whole number, while digit variables read back individual numbers. For example, number variables would read 123 as 'one hundred and twenty-three', while digit variables would read 123 as 'one, two, three'.

    • Prompts used in workflows and subroutines—lists all prompts used in workflows and subroutines
  7. In the All SSML Files, All system wave files, All custom wave files, All queue stats, All variables, or Prompts used in workflows and subroutines pane, select the file(s) you want to add to the prompt.
  8. Click > to add the file to the prompt.
    Note:

    The wave or SSML files play in the order they are added to the prompt. To change the order in which the files are played, select the file and click the up or down arrow buttons on the right-hand side of the dialog box.

  9. To add another language’s version of the prompt, click the General tab, and select another language from the Language drop-down list. Repeat steps 6-8.
  10. Click Save.
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