In almost every call-flow you will play some kind of audio recording, 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.
You can easily upload audio files to babelforce. Of course, as already introduced in our first chapter, you need to know which audio file you'll need for your flow.
Find out more about this topic in this tutorial section that introduces babelforce Audios.
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.
Audios for the call flow
In our example you will need the following Audio files (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 audio
- Music to be played while the customer is waiting (you can have multiple files i.e. if you want to tell the customer about your latest product in between the wait music)
- A notification to be played to the agent when a call is connected
- An audio explaining to the customer that no agent or expert is available at the moment.
- An audio indicating that the customer should try again later
Uploading audio files
You can upload audio files in the section IVR call-flows > Audios. Please use WAV format (16-bit) or mp3. Ensure the file isn't larger than 3MB 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.