Managing Call-Center Media

On the Setup > Media page in the Genesys Cloud Connect app you can upload the audio recordings used by your routing templates.  Simply assign a Name and Description and then upload the file. Audio files must have an 8000 kHz 8-bit PCM WAV (.wav) format. If you receive an error when uploading media, it's likely that your file is not in the proper format. You can convert your files using audio editors such as Audacity®, Music Editor Free™, and iTunes®. See below for instructions on using iTunes®. 

Audio Recordings Used in Routing Templates

To use all the Genesys Cloud Connect routing templates you must create the following audio recordings.  For information on which templates use each type of recording, see Routing Calls with Genesys Cloud Connect.

1. Greeting message—The message played when the call is initially connected.
2. Holiday announcement—The message played during any 24-hour period designated as a holiday.
3. Closure announcement—Excluding holidays, the message played during any 24-hour period designated as closed for business.
4. After-hours announcement—Excluding holidays or a business closure, the message played outside designated business hours.
5. Hold music (or message)—The music or message played while a call is being connected to an agent or when an agent puts the call on hold.
6. Menu offer—The message introducing an offer menu.
7. Option messages—The message played when a caller selects a digit from the offer menu; a digit can route a call to an agent or queue, or play a message.
8. Input request message—During call segmentation, the message that requests caller input, such as an account ID. Callers must enter the digits requested and press pound (#).
9. Invalid entry message—During call segmentation, the message that tells callers their input wasn't recognized and asks them to try again. Conditions that trigger this message include partial entries and a time out after 60 seconds. Note that if the customer enters digits in the correct format but Cloud Connect does not find a record associated with that number, the Unknown Caller message plays instead.
10. Unknown caller—During call segmentation, the message played when the value entered by the customer in the Collect Digits parameter is unrecognized and a record cannot be located. 

Converting File Formats Using iTunes®

As mentioned above, the Cloud Connect routing templates require that all audio files have an 8000 Hz 8-bit PCM WAV (.wav) format. Follow these instructions to convert an audio file into the proper format using iTunes®.

1. In iTunes®, open your General Preferences.
2. Click Import Settings.
3. From the Import Using menu, choose WAV Encoder.
4. On the WAV Encoder dialog, make the following selections and click OK.
   • Sample Rate: 8000 kHz
   • Sample Size: 8-bit
   • Channels: Mono
5. Now, navigate to the file you want to convert.
6. Right-click and choose Create WAV Version.

You now have a properly formatted .wav version that you can upload to Cloud Connect. 

*Audacity is a registered trademark of Dominic Mazzoni. Music Editor Free is a copyright of MEFMedia Systems Co., Ltd. iTunes is a trademark of Apple Inc, registered in the U.S. and other countries. This document is an independent publication and has not been authorized, sponsored, or otherwise approved by Apple, Inc.