Switchvox - How do you record over call queue announcements?
You can record over the system sounds for call queue announcements.
You will need to record over the sound files in the Call Queues Folder and the Digits Folder in Sound Manager by following these steps:
Go to Setup > Manage > Modify Call Queue > Caller Experience Tab
Set Music On Hold for the field Queue Callers Hear
Open Manage Queue Announcements to see the different announcement files
Go to Tools > Sound Manager
View the Call Queues Folder
Modify one of the Default System Sounds by clicking the pencil icon to the right of the sound file
On the Sound Info page, modify the file again
Do not change the Sound Name
Choose Record Over Phone for Sound Source and choose the extension to ring and click Ring Phone
When prompted on your phone, record the same words that are in the Sound Description / Script section of the sound file
Click Done and then Save Sound
Repeat steps 4-11 for the rest of the sound files in the Call Queues Folder
Next Go to Tools > Sound Manager
View the Digits Folder and follow steps 6-11 to record the digits that are played as queue position and time remaining in the call queue.
For example, if you record over the You Are Currently Caller Number file and the digit 2 file, when calling the IVR it will play both together in your voice as, You are Currently Number Two.
NOTE: These are system files that will affect the entire systems call queues. We would suggest creating a backup before recording over any system files and offloading it off the PBX.
Follow these steps to backup an existing sound file:
Click the pencil icon to Modify / Play the sound you want to backup
Click the blue Play Sound button
Select Save File and press OK
The file will be saved to your Downloads directory.