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[ACD] Creating Announcements

[ACD] Creating Announcements

The content in this article is appropriate for: Supervisors and Administrators

One of the options available on all campaigns is to add an Announcement that will play to the agent before the caller is connected.

There are two ways that announcements can be created:

To use an existing WAV file:

  1. Navigate to your campaign

  2. Click Library in the upper right corner

    Screen_Shot_2024-04-19_at_6_33_47_PM.png
  3. Scroll down to the Media Files section and browse to the WAV file you wish to use, or drag and drop into the file upload area

    Screen_Shot_2024-04-19_at_6_40_57_PM.png

    🤔 What types of files can I use?
    Audio files should conform to the following: WAV file format, 8KHz or 8bit, and no larger than 12MB in size.

  4. Once file has been uploaded, click the Start upload button

    Screen_Shot_2024-04-19_at_6_41_15_PM.png

  5. The uploaded file will now be searchable and available in the Media Library at the bottom of the page

    Screen_Shot_2024-04-19_at_6_54_02_PM.png
  6. To assign this file as an announcement, return to you campaign and click the Announcement tab

    Screen_Shot_2024-04-19_at_6_57_57_PM.png
  7. Choose the file from the Call Announcement Prompt dropdown

  8. Click Update to save

    Screen Shot 2024-04-19 at 6.58.48 PM.png

To create a bespoke announcement from text:

  1. Navigate to your campaign

  2. Click Library in the upper right corner

    Screen_Shot_2024-04-19_at_6_33_47_PM.png
  3. Scroll to the Activity section, click the dropdown, and select the option to Create Prompt from Text

    Screen_Shot_2024-04-19_at_7_07_48_PM.png
  4. This will bring up the following fields:

    Screen_Shot_2024-04-19_at_7_10_50_PM.png
    1. Create Prompt from Text: Highlight the default text and type the message you wish to use for your announcement.

    2. Select Voice for Prompt: click the dropdown to change the default voice selection.

    3. Click Test to hear an audio sample of the announcement

  5. Once you are happy with the announcement, type in a Prompt Name and click Save

    Screen_Shot_2024-04-19_at_7_18_32_PM.png
  6. The audio will now be searchable and available in the Media Library at the bottom of the page

  7. To assign this file as an announcement, return to you campaign and click the Announcement tab

  8. Choose the audio from the Call Announcement Prompt dropdown

  9. Click Update to save

    Screen Shot 2024-04-19 at 6.58.48 PM.png

 

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