Everything callers hear — greeting, menu announcements, hold music, notices when a skill is closed — is managed under Global elements › Media. This requires the Media configuration permission.
Media cases and media files
- A media file is a single announcement or piece of music: an audio file (WAV or MP3) or a text that a synthetic voice reads aloud. It can apply to a specific skill and a specific language.
- A media case groups media files with the same purpose, for example “Greeting” with one file each for German, English and French.
Flows always use media cases — in the flow editor, the field is called Media case. Which file of the media case plays is decided by myContactCenter during the call, based on the skill and language of the conversation; see below.
Creating a media file
Under Media › Media data:
- Right-click the list and choose Add.
- Enter a name under Media data.
- Under Skills and Languages, select one each or “-” for all.
- For an audio file, select it with the browse icon. For a text, turn on As text media (using text-to-speech service) and write the text; it needs a language.
- Preview the announcement with the play icon.
- Click Save.
The dialog checks audio files when loading them. If Windows cannot convert the format, it reports Codec of your file and lists under Please use one of the following formats: which formats this computer knows. For an audio file, myContactCenter creates a transcript that appears in the call log.
Texts can contain flow variables, for example the position in the queue; the voice then reads the text anew each time. The voice you choose at the play icon only applies to previewing. myContactCenter has Microsoft Azure read texts aloud and create transcripts; this requires the Azure key in the server configuration.
Creating a media case
Under Media › Media cases:
- Right-click the list and choose Add.
- On the Basic Data tab, enter a Name and select the Utilization, see below.
- On the Media data tab, drag the matching media files into the Selected media data list.
- Click Save.
A media case can contain only one file per combination of skill and language. The dialog does not accept files that violate this: Duplicate (skill, language) pairs are not allowed!
Which file is played
From the files of a media case, myContactCenter chooses in this order:
- the file for the skill and the language of the conversation,
- the file for the language, with “-” as the skill,
- the file for the skill, with “-” as the language,
- the file with “-” for both.
If none matches, it searches again with English. If it finds only a text in another language for the language of the conversation, myContactCenter translates it into the language of the conversation and reads it aloud. An audio file takes precedence over a text.
Utilization: error announcements
With Utilization, you mark a media case as an announcement for errors in the flow: Error announcement: Terminate, Error announcement: Callback or Error announcement: Voicemail. If an error occurs in a call flow, myContactCenter plays the announcement that matches the error behavior set in the flow, and then ends the call, creates a callback or records a voicemail. All other media cases have the utilization Default.
Default media
myContactCenter creates some media itself:
- Signal tones:
DialToneAlerting(ringing tone),DialToneBusy(busy tone) andMailboxBeep(tone before a voicemail is recorded). The audio file can be replaced; nothing else can. - System announcements, for example when a participant joins or leaves a
call, when the language changes or when a call is translated:
ParticipantJoined,ParticipantLeft,LanguageChanged,RedistributeForLanguageandSyntheticalTranslatedCall. They exist in German, English, French and Swedish, in each case for the languages that have been created. For other languages, add your own media files.
Instead of Delete, default media offer Reset: the server then restores the original state.