Audio and video management involves handling existing audio files used in IVR flows. In the audio list, you can add, play, download, edit, and delete audio files. This topic describes these operations in detail.
Access the feature
Log on to the Cloud Contact Center console. In the left navigation pane, choose Instance Management - V2 and click the endpoint of a specific instance to open its console.
Click the menu button in the upper-right corner of the page and select Voice Services to open the Voice Services console. In the left navigation pane, choose Flow Management > Audio and Video.
Add audio
Click Add in the upper-right corner of the audio list to open a dialog box where you can add a new audio or video file. Click Confirm to complete the addition.
Name: Enter a custom name as needed. Provide a name before uploading the file. The name must not exceed 32 characters.
Audio and video file: Select an audio or video file to upload. The file is added automatically after a successful upload.
NoteSupported audio formats include WAV, M4A, MP3, and WMA. The file size must not exceed 5 MB.
Play audio
Click Play in the Actions column for the selected audio file to play it online. Playback speed adjustment is supported.
Download audio
Click Download in the Actions column for the selected audio file. The page displays a download prompt, and your browser downloads the audio file directly to your local device.
Edit audio
Click Edit in the Actions column for the selected audio file to update it. When editing, you can only replace the audio file. You cannot change the name.
Delete audio
Click Delete in the Actions column for the selected audio file. In the confirmation dialog box, click Confirm to delete the audio file.
Deletion is irreversible. Deleting an audio file does not affect any published IVR flow that already references it.
