Voice recordings app

Modified on Thu, 15 Jun 2023 at 03:42 PM

The Cloud Voice portal allows you to upload greetings, menus, information announcements and music on hold. The format should be:

CCITT u-Law WAV with 8kHz, Mono. Maximum file size 5MB, maximum length 11 minutes.

However, an easy way to record your own voice is to download the "Broadsoft Recorder" app, available for iPhone and Android phones.

Once downloaded, simple record and name your files. Once you have your recording(s), click the share option to upload to OneDrive, email and so on.

You can then upload your recordings to Cloud Voice portal, knowing that the recordings are already in the correct audio format.

For more advanced recordings, such mixed audio, dubbed, voice-overs, music on hold and so forth, you can convert most WAV or MP3 files into the phone PBX standard here:

http://g711.org

For fully-hosted Cloud Voice convert to: μ-law WAV (8Khz, Mono, CCITT μ-law)

For onsite PBX (Grandstream) convert to: Asterisk Standard

Sound file must be PCM encoded, 16 bits at 8000Hz mono in mp3/wav (The file size must be less than 5MB).

How to upload recordings to Cloud Voice

In this example we upload files to (1) Auto Attendant; (2) Hunt Groups; (3) Central Hunt Group Voicemail; (4) Music on Hold

To edit the recordings you will need to be logged into your Cloud Voice portal as admin.

Auto Attendant (IVR)

Also known as IVR menu, an Auto Attendant is often used as the main greeting menu providing callers with a choice of options such as "Press 1 for Sales....Press 4 to hear information about our website and out-of-hours options." Navigate to:

Sites > [select the site] > Features > Auto Attendants > [Select the Auto Attendant] > Business Hours Dialling Menu

If you want to personalize the greeting click Choose File [browse to file] > Save

(You may want to repeat this for After Hours Dialling Menu, if different)

Hunt Groups

Hunt Groups are often used to handle the options that callers press from the Auto Attendant, and attempt to call a group of phones until someone answers. Hunt Groups can optionally play a greeting, such as "Thank you; we are connecting your call to a member of our team..." Navigate to:

Sites > [select the site] > Features > Hunt Groups > [Select the Hunt Group] >Feature Settings > Pre-Altering Announcement

If you want to personalize the announcement click Choose File [browse to file] > Save

(You may to repeat for remaining Hunt Groups)

Central Hunt Group Voicemail

Tip: to reduce duplication we recommend a creating single Hunt Group such as "CompanyVoiceMail". This single HuntGroup can be listed as the number to divert to if nobody answers in a Hunt Group, rather than edit the separate Voicemail feature for each Hunt Group. To edit such a central Voicemail Hunt Group navigate to:

Sites > [select the site] > Features > Hunt Groups > [Select the Hunt Group used for all voicemail] >Feature Settings > Voicemail >

Ensure that the option "Direct Calls" is set to "Send All Calls To Voicemail"
Ensure that the option "Voicemail-to-email" is set to an appropriate email address
Recommended: Enable "Auto Deletion" to prevent the need to manually maintain (delete) messages

If you want to personalize the announcement click Choose File [browse to file] > Save

Music on Hold (MoH)

Music on Hold rewards caller's patient whilst they wait, and is a proven way to increase sales by informing callers of promotions and new products. Navigate to:

Sites > [select the site] > Features > Music on Hold

If you want to personalize the music click Choose File [browse to file] > Save

(To test MoH make a call to a colleague and ask them to place you on hold)