Overview

The Files module allows you to upload and manage files that are then available as resources to the campaigns.

  1. Open the Workspace

  2. Select Files from the Resources menu. There are three file displays available: General FilesSoundfiles, and MOH Playlists

  3. Click on the file type icons at the top of the page to toggle between the file types

File Types

Files are any resources that can be used in a campaign, such as voice recording, music, images, MS Office files, logos etc. 

Icon

Description

General Files

These are all non-soundfiles that can be associated with a campaign including: logos, images, zip files, and audio recordings

System Soundfiles

Also known as system files, soundfiles are pre-recorded digital files used to communicate with, or prompt actions from, external contacts during a workflow. A soundfile uses an uncompressed (raw) digital format [8Khz, 16bit, PCM, Mono] and has the .wav file extension. Other audio files may exist in the system using other digital formats, however, these other files are not soundfiles and may not be used in the workflow.

Music on Hold Playlists

A playlist is a list of soundfiles scheduled to be played in a particular sequence.  

Music on Hold (MOH) is the business practice of playing recorded music to fill the silence that would be heard by telephone callers who have been placed on hold.

Dynamic Play Sound Lists

This are playlists referenced by the Dynamic Play Sound Workflow object


1. Add or Edit a File

This feature is used to import and maintain files in the contact centre files repository for use in one or more campaigns.

  1. Open the Workspace.

  2. Select Files from the Resources menu.

  3. Click the General Files icon:

  • To import a new file, click the Add File icon in the header row to open the Add File dialog.

  • To change the details of a file in the Files repository, click the Edit icon at the end of the row that displays its details, and the Update File dialog will open.

Import a general file type

Field name

What you should do

Select a file

Click Choose File, then navigate to and select the file you want to upload from your PC to the Files repository.

Description

Enter an explanatory textual description of the contents of the file. Although this field is optional, it is useful to record some explanatory text about the file, particularly if the filename is brief, or cryptic.

When you have entered all the required details, click Save to save your changes. The dialog will close and you will be returned to the Files display.

Edit an existing general file type

Field Name

What you should do

File Category

Select from the list of defined file categories.

Original File

This is a read-only field that displays the name of the file, followed by the name of the user who created it, and the date and time at which it was created.
The Upload icon enables you to upload a new version of the file, which will overwrite the previous version:

Description

Enter, or modify, the textual explanatory description of the contents of the file.

When you have entered all the required details, click Update to save your changes.The dialog will close and you will be returned to the Files display.


2. Add System Sound Files

This feature is used to import or create soundfiles in the contact centre files repository for use in one or more campaigns.

Where to find this feature

  1. Open the Workspace.

  2. Select Files from the Resources menu.

  3. Click the Soundfiles icon 

  • To add a new soundfile to the files repository, click the Add File icon in the header row of the files list to open the Add File dialog.

  • To change the details of a soundfile in the Files repository, click the Edit icon at the end of the row that displays its details, and the Edit Soundfile dialog opens.

Add a Soundfile to the files repository

Select between uploading an existing soundfile  or generating a new soundfile 

Upload an existing soundfile 

Field Name

What you should do

Title

Enter a meaningful name for the soundfile.

Select a file

Click Choose File, then select the file you want to upload from your PC to the files repository.

Description

Enter an explanatory textual description of the contents of the file. Although this field is optional, it is useful to record some explanatory text about the file, particularly if the filename is brief, or cryptic.

Soundfiles must be in the correct audio format (8000hz, WAV(16bit), raw PCM, mono) before the contact centre can use them during a live call. 
See: WAV Audio Formats for a further explanation of the correct audio format. Free software such as Audacity can be used to convert files

Generate a new soundfile 

Field Name

What you should do

Title

Enter a meaningful name for the soundfile.

Description

nter an explanatory textual description of the contents of the file. Although this field is optional, it is useful to record some explanatory text about the file, particularly if the filename is brief, or cryptic.

Text

Enter the text that you wish to be in the new soundfile. Refer to the Text to Speech Guidelines below

TTS Profile

Text to speech profile, select the profile you would like to use. See more information in the Text to Speech Profile article

Generate Sound

Click the Generate Sound icon and the soundfile will be generated as a WAV file using Text-to-Speech technology. When ready, the new soundfile is played once. If you are unsatisfied with the new soundfile, edit the source text and regenerate the file

3. Text to Speech Guidelines

Non-phonetic Words

A Text to Speech engine maintains a database of pre-recorded soundfiles for the most common words in the lexicon for each language.

When it encounters a word that is not in the database, it attempts to create a soundfile for that word based on phonetics, which can sometimes be unsuccessful.  In those instances, words can be broken down phonetically to achieve the desired result.

In the example above you can see that ip and SCAPE have been separated to deliver the word ipSCAPE correctly.

Pauses

If you need a pause to be inserted anywhere in the soundfile you can enter one or more commas (,) to generate a short pause. 

To generate a longer pause a semi-colon (;) can be used.

Numbers

When you enter a string of numbers, Text to Speech will consider it a whole integer. For example, if you enter ‘12345’ the soundfile generated will say "twelve thousand, three hundred and forty-five".

To avoid this, insert a comma between the digits, e.g. ‘1,2,3,4,5’.


4. Music on Hold Playlists

This module allows you to create and maintain playlists for use throughout the organisation. Because a playlist consists of a sequence of soundfiles, adding, removing, or replacing one soundfile is easy, and topical messages (e.g. marketing messages, holiday messages) can be used and changed regularly and easily. Any such change takes immediate effect and applies to all playlists that include the changed soundfile.

Sound files must be added using the previous step before they can be used in MOH Playlists

  1. Open the Workspace.

  2. Select Files from the Resources menu. There are three file displays available: General FilesSoundfiles, and MOH Playlists.

  3. Click on the MOH Playlists icon to display a list of playlists

  4. To create a new playlist, click the Add File icon in the header row to open the Add Playlist dialog.

  5. To edit a playlist, click the Edit icon in the same row as the playlist to open the Edit Playlist dialog.

  6. To add a new soundfile to a playlist, click the Add File icon in the header row to open a list of available soundfiles. You can filter the list of available files by entering a full or partial filename into the search box.

  7. When the mouse pointer hovers over a file in the list:

    • a small icon appears to the left of the filename.
      Click on this icon to add the soundfile to the end of the playlist. 
      Media playback controls are available to assist you with your selection.

  8. When the mouse pointer hovers over a file that has been added to the playlist:

    • a hand icon appears to the left of the filename.
      Click on this icon to drag the soundfile to a new location in the list

    • a cross icon appears to the right of the filename.
      Click on this icon to remove the soundfile from the playlist.

A playlist is constrained to a maximum of 100 soundfiles.


5. Display files

This feature allows you to navigate the list of Files or Music-on-hold Playlists used in the contact centre.

From this list you can add, edit, or delete files or playlists.

  1. Open the Workspace.

  2. Select Files from the Resources menu.

  3. Click on the action icons to display: General Files, Soundfiles, or Music on Hold Playlists.

For each file, the list displays the following details:

Column

What you should do

File Category Icon

An icon that denotes the category in which the file has been placed

Filename

On the top line, the name of the file is displayed. If the file was created, but is no longer present on the system, its name is displayed in red.
On the second line, the description of the file is displayed, if defined.

Size (other than soundfile)

The size of the file, in either kilobytes (denoted by 'K') or megabytes (denoted by 'M').

Duration (soundfile)

The duration of the soundfile (hh:mm:ss)

Added By

The name (first name and last name) of the user or agent who added this file to the system.

Added On

The date and time at which the file was created.

Click on this icon in the row of a file to save a copy of that file to your downloads folder.

An edit icon appears if the mouse pointer is hovered over a file record. If this is clicked, the Edit File dialog is opened.

Initially, there is no filtering applied to the list of files, which are displayed in pages of 15 records.

Two search options are presented:

Quick Search

If you know the Filename, enter it into the Quick Search and click the Search icon to locate a matching recording.

Search Options

This advanced search feature allows you to reduce the list of file records displayed by adding one or more search criteria.

  1. Click Search Options to open the advanced search options.

  2. Enter your search criteria.

  3. Click Search.

The search criteria include:

Search Control

How to use this control

Added From

Click the Date Field to open the calendar control. Use the arrows to navigate between months. Click on the correct first day of your search.

Added To

Click the Date Field to open the calendar control. Use the arrows to navigate between months. Click on the correct last day of your search. The default setting is today's date.

Filename

Enter a part of the Filename into the text field. The search will return every file that matches the fragment.

Description

Enter a part of the Description into the text field. The search will return every file that matches the fragment.

Added by

Click on the field to see a list of all users. Select an User from the list or select All.