In almost every call-flow you have some kind of audio recordings, for instance waiting music or an IVR menu. The very first call-flow one we discussed in the previous section was one of the rare exceptions where you didn't need any audio, but usually, as soon as you offer a wait queue, audio recordings are necessary.
babelforce calls audio recordings Prompts. You can very easily upload them. Of course, as already introduced in our first chapter, you need to know which audio prompts you'll need for your flow.
Find more on this topic in this tutorial section which is the introduction prompts.
You need to consider a few technical details which are further explained here. In this article we also explain how you can write down your prompts in a sheet to keep a better overview.
The prompts for the call flow in question
In our example you will need the following prompts (all of which are available when you get your first babelforce account but only in English and with babelforce branding. You will probably have to create your own recordings):
- A welcome prompt
- Music to be played while the customer is waiting (you can have multiple files i.e. if you are telling the customer about the latest product)
- A notification to be played to the agent when the call is connected
- A prompt explaining to the customer that no agent or expert is available at the moment.
- A prompt indicating that the customer should try again later
You can upload prompts in the section IVR call-flows > Prompts. Please use WAV format (16-bit). Ensure the file isn't larger than 5MB and give it a name you will recognize. If necessary, provide brand- and/or language-specific information (e.g. "DE Welcome").
In the next tutorial section, we will create the triggers we need for the call-flow.