Overview

This workflow object triggers the playing of a pre-recorded soundfile.

1. An Example Scenario

Play Sound object fulfills many roles in a workflow. It can be:

  • a greeting message "Thank you for calling..."

  • a menu "Press one for house insurance, press two for car insurance..."

  • a preparatory message "To assist us, please have your membership card available..."

  • an instructional message "Please enter your six-digit number followed by the hash or pound key..."

In all these roles, Play Sound objects serve to keep the caller aware of the process, assist them to navigate the workflow, and manage their expectations about talking to an agent.

2. Add Workflow Object

  1. Open the Workspace.

  2. Select Workflows from the Resources menu.

  3. Select a workflow from the list displayed (you can also create a new one).

  4. Click the Preview icon next to your selected workflow. A schematic representation of the workflow is displayed.

  5. Click the Add New Object icon  The New Workflow Object dialog opens.

  6. Select Play Sound from the drop-down selection list.

When adding Play Sound to your workflow, enter the following details:

Field

What you should do

Workflow Object Title

Enter a meaningful name for the object.

Soundfile

Select the pre-recorded message or sound you wish the caller to hear.

Click Save to keep your new object and to return to the Workflow Builder.