Help CenterYou have some marketing material, or someone recorded professional recordings for your IVR/Auto Attendant. You will first need to upload the recordings and then change the prompt on the IVR you wish to change.
You can also have someone in your office use their phone to do the recording.
Step 1. Uploading the Sound Files
Login to your phone system with the information we provided to you. Go under PBX, then scroll down on the left-hand side to System Recordings under Applications.
While under System Recordings, click on Add Recording in the top right-hand corner.
Then you can start the process of uploading
Step 2a.
Step 2a-1, click on Browse to locate the file on your computer. The file must be in MP3 or WAV format.
After you have found the file click Open; then you'll see where it says Browse; it will change to the filename of your file.
Step 2a-2, click on Upload to upload the file to your phone system. When you upload the file, it will put the filename in the field that says Name this Recording. We will change this in the next step.
Step 2a-3, give the recording a name. Try to give it a name that is easy to work with. We suggest using the date or year of the recording and what it's for—ie 2022-09-Updated-IVR.
Step 2a-4, click on save to rename the recording to the new name and confirm it's in the phone system.
To confirm it's been uploaded, you'll see the new filename in the top right-hand corner of the system recordings menu.
Step 2b. Using your phone to do a recording. Have someone in your office ready to do a recording. Following the steps above, we will input the extension number of the person who will do the recording instead of uploading. This will be the extension number of the phone that they are in front of.
There is a spot to input the extension number beside go.
Input the extension number, then click on GO. This will make the system ready to do the recording.
The screen will change. It will ask you to dial *77 to do the recording. When done, press the # key. When you press the # key, you can hang up. Then if you want to listen to the recording. Dial *99. If you're happy with the recording, Name the recording. Then press Save, Apply. Then continue to the next step
If you have other recordings, please repeat the process for each file.
Step 3, change the prompt on the IVR.
Go to the IVR Menu under PBX and IVR under Inbound Call Control.
In the top right-hand corner of the IVR menu, you'll see all your Auto Attendants/IVRs. Click on the one you wish to change, the Voice Prompt.
You will need to change the voice prompt where it says Announcement
When you click on the current Announcement drop-down menu, it will show you all the recordings you have uploaded with the name you gave it.
Click on the new recording you uploaded. Then once you have selected the new recording.
Scroll down to the bottom of the page, click on Submit, wait for the page to reload, and click on Apply. ***If you do not click on Apply, the recording will not work.
****As long as your recording does not change the IVR Entries, i.e. 1 for sales, 2 for customer service, 3 for accounting etc. You should not have to make any other changes. If your recording does not match up with the IVR Entries, you'll need to update them.
If you run into any issues, please send us an email at support@key2.ca