Overview

You can customize the sounds, greetings, messages, and music in Spoke Phone, or use the default sounds and automated greetings. We recommend you personalize Spoke Phone to make it your own.

This article will introduce you to the Audio Library feature in your account portal, provide information on the different audio types available to customize, and give examples of typical audio library setups.

It contains the following sections:

Commonly used terms

  • IVR, voice-menu, auto-attendant - These three terms all define the same thing. The ability for a customer to be automatically routed to a person or group of people. You can choose to have an IVR or not.
  • Prompt - A series of instructions that callers may hear as they interact with your phone system. Default prompts will list the names of any call groups on your IVR. You can replace the default prompts with your own custom recordings.

The audio library

The audio library is where you manage the messages and sounds available and used in Spoke Phone. There are two parts to the audio library feature:

  1. Audio library - where you upload and store all the sounds and messages that you have available to use.
  2. Audio library selections - select which sounds and messages from the library you want to use. 

Add custom greetings and recordings

You can upload custom greetings and music you have created or Spoke Phone can call you on your phone, and you can record your greetings live.

For step by step instructions, see how to customize your audio library. 

Use default greetings and recordings

If you don't want to personalize, Spoke Phone will play default, automated greetings using our robot auto-attendant called Nina. Nina can speak multiple languages and is getting better and better at sounding like a human.

 

Audio types and examples

Audio Type Description
Main Company Greeting A welcome greeting that plays when callers dial any of the main company numbers.

E.g. Welcome to Eze-Bike, and thanks for calling. Press 1 for sales, 2 for service, or press zero to talk to anyone else.
Replay IVR (voice menu) Repeats just the IVR voice menu if the caller didn't select an option, or selected an invalid option.

E.g. Press 1 for sales, 2 for service, or press zero to talk to anyone else.
After Hours Message

Plays if callers dial outside of your set office hours. This message will play instead of your normal greeting/voicemail messages.


E.g. Welcome to Eze-Bike. You've reached us outside business hours. Please leave a message and we'll call you back.

Waiting/Hunting sound

Plays after the greeting or anytime the caller waits for someone to answer. It can be music and/or messages.


E.g. <music for 15 seconds> At Eze-Bike we can get your bike up and running again. Book a service online at eze-bike.com <music for 15 seconds> Remember, we're closed on Sundays. <music, etc...>

On-Hold Music/messaging Plays when you transfer a caller or put them on hold. Can by music, messages, or a combination.
Call Group greeting

If you allow callers to ring call groups directly and by-pass your main company greeting, this message can be played.


E.g. You've reached the premium customer support line, please wait while we connect you with an agent.

 

Note: If your call group is included in your voice menu (IVR) and has a Direct Dial In (DDI) number assigned, the call group greeting message will only play when people call the DDI number.

If your callers are routed to the group through your main company number and voice menu, they will not hear the custom call group greeting.

Call Group voicemail

Plays when a caller is routed to a call group and no one in the group answers. Use this to personalize call group experiences.


E.g. You've reached the Sales team's voicemail. We really want to talk with you, and we'll call you back ASAP. Please leave a message.

Call Recording announcements

Play legal disclaimers to callers so they know their call is being recorded.

E.g. This call is being recorded for training and quality purposes.

Default Voicemail for users

Plays when callers reach a user voicemail box that has not been set up with a custom greeting.


System default is: <User First Name> is unavailable. Please leave a message or press 1 to talk to someone else.

Typical audio library setups

Here are three examples of how a typical customer may configure their caller experience.

Implementation type Caller experience
Basic

No greeting, callers just hear ringing

Goes to voicemail if no one answers.
Uses Spoke Phone default messages.

Friendly, professional

Welcome to XYZ, please hold...

No options for callers to press.
Goes to custom voicemail if no one answers.

Advanced, professional

Welcome to XYZ. For Sales press 1, for Support press 2, enter an extension number, etc..

Press an IVR voice menu option.
Enter a user or group extension number.
Hears the IVR menu replayed if they don't push any keys.
Hears music/ad messages while waiting for someone to answer.
Hears custom voicemail greetings for all groups and users if no one picks up. 

 

 

 

 

 

 

 

 

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