Creating and Uploading Recordings

On the Media page in the VCC Salesforce app, you can upload the audio recordings used by your routing templates. Simply assign a Name and Description, then upload the file. Audio files must have an 8000 kHz 8-bit PCM WAV (.wav) format. If you receive an error when uploading media, your file might not be in the proper format. You can convert your files using audio editors such as Audacity®, Music Editor Free™, and iTunes®. See the procedure below for instructions on using iTunes®.

From the Setup tab, click the Media tab to access this page. With the Media page, you can perform actions such as:

• Use audio recording in the routing templates
• Convert audio file into the proper formats using iTunes®

Using audio recordings in routing templates

To use all the Genesys Engage Cloud Connect routing templates you must create the following audio recordings.  For information on which templates use each type of recording, see the Routing calls section.

1. Greeting message — The message played when the call is initially connected.
2. Holiday announcement — The message played during any 24-hour period designated as a holiday.
3. Closure announcement — Excluding holidays, the message played during any 24-hour period designated as closed for business.
4. After-hours announcement — Excluding holidays or a business closure, the message played outside designated business hours.
5. Hold music (or message) — The music or message played while a call is being connected to an agent or when an agent puts the call on hold.
6. Menu offer — The message introducing an offer menu.
7. Option messages — The message played when a caller selects a digit from the offer menu; a digit can route a call to an agent or queue, or play a message.
8. Input request message — During call segmentation, the message that requests caller input, such as an account ID. Callers must enter the digits requested and press pound (#).
9. Invalid entry message — During call segmentation, the message that tells callers their input was not recognized and asks them to try again. Conditions that trigger this message include partial entries and a time out after 60 seconds. Note that if the customer enters digits in the correct format, but VCC Salesforce does not find a record associated with that number, the Unknown Caller message plays instead.
10. Unknown caller — During call segmentation, the message played when the value entered by the customer in the Collect Digits parameter is unrecognized and a record cannot be located.

Converting file formats

As mentioned above, the VCC Salesforce routing templates require that all audio files have an 8000 Hz 8-bit PCM WAV (.wav) format. Follow these instructions to convert an audio file into the proper format using iTunes®.

1. In iTunes®, open your General Preferences.
2. Click Import Settings to open the Import Using menu.
3. From the Import Using menu, choose WAV Encoder.
4. Using the WAV Encoder dialog box, make the following selections and click OK:
   • Sample Rate: 8000 kHz
   • Sample Size: 8-bit
   • Channels: Mono
5. Navigate to the file that you want to convert.
6. Right-click and choose Create WAV Version.

You now have a properly formatted .wav file version that you can upload to VCC Salesforce.

*Audacity® is a registered trademark of Dominic Mazzoni. Music Editor Free™ is a copyright of MEFMedia Systems Co., Ltd. iTunes® is a trademark of Apple Inc, registered in the U.S. and other countries. This document is an independent publication and is not authorized, sponsored, or otherwise approved by Apple, Inc.