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 teams 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:
- Audio library - where you upload and store all the sounds and messages that you have available to use.
- 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.
|
| Waiting/Hunting sound |
Plays after the greeting or anytime the caller waits for someone to answer. It can be music and/or messages.
|
| On-Hold Music/messaging | Plays when you transfer a caller or put them on hold. Can by music, messages, or a combination. |
| Team greeting |
If you allow callers to ring teams directly and by-pass your main company greeting, this message can be played.
Note: If your team is included in your voice menu (IVR) and has a Direct Dial In (DDI) number assigned, the team greeting message will only play when people call the DDI number. If your callers are routed to the team through your main company number and voice menu, they will not hear the custom team greeting. |
| Team voicemail |
Plays when a caller is routed to a team and no one in the team answers. Use this to personalize team experiences.
|
| Call Recording announcements |
Play legal disclaimers to callers so they know their call is being recorded. |
| Default Voicemail for users |
Plays when callers reach a user voicemail box that has not been set up with a custom greeting.
|
Typical audio library setups
Here are three examples of how a typical customer may configure their caller experience.
| Implementation type | Caller experience |
| Basic |
Goes to voicemail if no one answers. |
| Friendly, professional |
No options for callers to press. |
| Advanced, professional |
Press an IVR voice menu option. |