Media Sets
- 13 Dec 2023
- 29 Minutes to read
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Media Sets
- Updated on 13 Dec 2023
- 29 Minutes to read
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Article Summary
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The Media Sets page allows you to view, listen to, or update any of the audio files used during voice interactions with customers. Three default media sets (English, French, and Spanish) are available for all Mindful Callback Organizations, and you can add as many additional media sets as you need.
Notes
- This article lists default prompts for the shared environment. Note that the prompts differ in the government environment.
- To download a complete list of default prompts in .xlsx format for either environment, see Callback Media Prompts
The Media Sets page contains a list of your Media Sets and selected information about each one. Click the View icon of an existing Media Set to view additional options.
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Creating Media Sets
On the Media Sets screen, clicking the Clone icon will allow you to clone a default Media Set. After cloning, you can configure new collections of audio files to customize the voice experience for different Call Targets.
Use the following steps to configure a new Media Set.
Quick Access: Callback > Media Sets
- Find the Media Set that you would like to use as a starting point.
- In the Actions column, click the Clone icon.
- Enter a name for the Media Set in the Name field, then save and publish your changes.
- Review the default voice prompts to identify any that you wish to customize.
- Replace audio files for any voice prompts that you would like to customize for the Call Targets that will use this Media Set.
Managing and Configuring Voice Prompts
Quick access: Callback > Media Sets > Your Media Set > Any tab
The Media Set screen is separated into three tabs, each containing a list of customizable audio prompts. Clicking any row within a tab will expand additional information and options related to a specific voice prompt and its associated audio file.
See the following details to learn more about the information provided and the process of replacing default audio files with custom files of your choice.
NOTE
You can only replace default audio files when using a Media Set that you created. You cannot edit the default Media Sets. For information on how to create your own Media Set, see the Create Media Set section of this article.
- Prompt Name and Play icon: Click the Play icon next to the name to listen to the audio file. The name of the prompt will help you to determine its purpose.
- Audio type: This field displays the type of audio that is assigned to the prompt. Possible values are:
- Default Audio: Default audio is configured for the prompt.
- Custom Audio: A customized audio file is being used for the prompt.
- No Audio: No audio file is assigned to the prompt and, if configured, the Text to Speech audio will play.
- Description: This field contains a brief description of the audio prompt. Descriptions cannot be changed.
- Text to Speech: If the designated audio file cannot be played, the system will read the text in this field rather than playing a file. The value is not configurable.
- Only played when: When present, this field indicates a specific scenario that must occur in order for the prompt to play.
- Default File: This field displays the default audio file that will be played. Click Download to open it in another window.
- Replace Audio: This button and the drag-and-drop area allow you to choose your own audio file to replace the default file. If you need to change a custom file back to the default, you can download the default file by clicking the filename in the Default File field, then configure the voice prompt to use that file.
NOTE
When adding customized audio, 8kHz, Mono, 16bit .wav files are the most efficient to use. However, the system will play files with higher bit rates, as well.
Default Voice Prompts
Expand any of the sections below for details of all the default English voice prompts used in Mindful voice experience.
General Prompts
Quick access: Callback > Media Sets > Your Media Set > General Prompts
The bulk of the audio files used for the voice experience can be found in the General Prompts tab of the Media screen. In this tab, you can find voice prompts for registering callbacks, connecting customers and agents, speaking dates and times, and more. Not all voice prompts are used for every callback. Some prompts are only used when specific features are enabled or in specific scenarios.
To learn how to preview and update audio files, see the Managing and Configuring Voice Prompts section of this article.
General prompts are categorized by:
- Registration
- Connecting Agent
- Connecting Customer
- Utility
- Date/Time
- Numbers
- Metadata Prompts
- Custom Metadata Media
General Prompts
| Prompts | Section | Default Verbiage |
|---|---|---|
| Intro before Callback Offer | Registration | (Default Silent) Introduction plays before the Callback 'offer' |
| ECBT Announcement during Callback Offer | Registration | We can call you back in between… |
| ECBT Announcement During Callback Offer - Maximum ECBT Phrase | Registration | We can call you back in more than |
| ECBT Announcement during Callback Offer - Minimum ECBT Phrase | Registration | We can call you back in less than |
| ECBT Announcement during Callback Offer - Without Range ECBT Phrase | Registration | We can call you back within |
| Offer ASAP Callback or Choose Hold | Registration | To receive a callback, press "one". For the next available agent, press "two". |
| Offer ASAP Callback, Choose Hold, or Text Message | Registration | To receive a callback, press "one". For the next available agent, press "two". To receive a text message, press "three". |
| Offer ASAP Callback or Text Message | Registration | To receive a callback, press one. To receive a text message, press two. |
| Offer ASAP Callback | Registration | To receive a callback, press one. |
| Offer ASAP Callback or Scheduled Callback | Registration | To receive a callback, press one. To schedule a callback for a later time, press two. |
| Offer ASAP Callback, Choose Hold, or Scheduled Callback | Registration | To receive a callback, press one. For the next available agent, press two. To schedule a callback for a later time, press three. |
| Offer ASAP Callback, Choose Hold, Text Message, or Scheduled Callback | Registration | To receive a callback, press one. For the next available agent, press two. To receive a text message, press three. To schedule a callback for a later time, press four. |
| Offer ASAP Callback, Text Message, or Scheduled Callback | Registration | To receive a callback, press one. To receive a text message, press two. To schedule a callback for a later time, press three. |
| OFFER CHOOSE HOLD | Registration | (Default Silent) Played before sending to hold |
| OFFER TEXT MESSAGE | Registration | (Default Silent) Played before sending to hold |
| OFFER TEXT MESSAGE OR CHOOSE HOLD | Registration | To receive a text message, press "one". for the next available agent, press "two". |
| OFFER SCHEDULED CALLBACK | Registration | (Default Silent) Played before offering a scheduled callback |
| Offer Scheduled Callback or Choose Hold | Registration | To schedule a callback for a later time, press "one". For the next available agent, press "two". |
| Offer Scheduled Callback or Text Message | Registration | To schedule a callback for a later time, press "one". To receive a text message, press "two". |
| Offer Scheduled Callback, Choose Hold, or Text Message | Registration | To schedule a callback for a later time, press "one". For the next available agent, press "two". To receive a text message, press "three". |
| Introductory Instruction | Registration | To call you back, we need to gather some information. Please don't hang up until we've confirmed your callback request is complete. |
| Introductory Message Instruction | Registration | To text you, we need to gather some information. Please don't hang up until we've confirmed your messaging request is complete. |
| ANI Announcement | Registration | I see that you are calling from… |
| ANI Prompt | Registration | To be called back at this number, press "one". to enter a different number, press "two". |
| ANI Message Prompt | Registration | To use this number press 1, to enter a different number press 2. |
| Unable to offer callbacks now | Registration | We are unable to offer you a callback at this time. |
| Outside of Hours | Registration | You've reached us outside of our operational hours. |
| Register Callback Phone Number Prompt | Registration | Enter the "ten" digit number you'd like us to call you back on, followed by the pound key. |
| Register Message Phone Number Prompt | Registration | Enter the 10 digit number you'd like us to text you on, followed by the pound key |
| Register Callback Phone Number or Extension Prompt | Registration | Please enter a direct phone number or office extension, followed by the pound key. |
| Phone Number Length | Registration | Your entry number must be "ten" digits. Please re-enter. |
| Confirm phone number entry | Registration | If this is correct, press "one", to reenter press "two". |
| Duplicate Request | Registration | It appears you have already registered for a callback. |
| Messaging Unable to initiate | Registration | we're sorry we are unable to send a text message at this time. |
| Company Callback Caller ID | Registration | Your callback will display a caller ID of… |
| Company Message ID | Registration | Your text will be coming from |
| Confirm Callback no Estimate | Registration | You will receive a callback shortly. |
| Confirm Message | Registration | You will receive your text message shortly. |
| At approximately | Registration | ...at approximately… |
| Confirm Callback with Estimate | Registration | You can expect a callback between… |
| Confirm Callback with Estimate 2 | Registration | You can expect a callback… |
| Confirm Callback with Estimate - Maximum ECBT Phrase | Registration | You can expect a callback |
| Confirm Callback with Estimate - Minimum ECBT Phrase | Registration | You can expect a callback between |
| Confirm Callback with Estimate - Without Range ECBT Phrase | Registration | You can expect a callback |
| Unable to Recognize your entry | Registration | I'm sorry. We seem to be having difficulties. |
| Call center closing soon | Registration | The call center is closing soon. |
| Return to hold option | Registration | To hold for the next available agent… |
| Next Day Callback Option | Registration | To receive a callback for the next business day… |
| Scheduled Callback Option | Registration | To schedule a callback for a later time |
| Final Reminder | Registration | (Silent by default) This is a placeholder for a final reminder that can be played prior to saying 'good-bye' at the end of the Registration process |
| Max Calling Rate Exceeded | Registration | Due to cost restrictions we are not able to dial you at that phone number. |
| Invalid Callback Number | Registration | we are not able to dial you at that phone number. |
| (Max Rate) To-Enter-a-Different Number | Registration | To enter a different number. |
| Custom Callback CID | Registration | Custom audio provided by the client (do not record this verbiage) |
| Return to previous menu option | Registration | To return to the previous menu |
| Customer Callback Greeting and Prompt with Reschedule Option | Connecting Customer | To speak with an agent, press "one". To cancel, press "two". To reschedule a callback, press "three". |
| Customer Callback Greeting and Prompt without Reschedule Option | Connecting Customer | To speak with an agent, press "one". To cancel, press "two". |
| Customer Callback Reschedule Instructions | Connecting Customer | You can reschedule a callback anytime in the next |
| Callback Cancelled | Connecting Customer | Your callback request has been cancelled. |
| Customer Hold music | Connecting Customer | Plays 54.311 seconds of Violin Music 'rotationally'. |
| Now Connecting Agent | Connecting Customer | Now connecting. |
| Agent Disconnect | Connecting Customer | The agent has disconnected. |
| Now Disconnecting | Connecting Customer | We will now disconnect this call. |
| Customer: Unreachable Apology, With Retry | Connecting Customer | Sorry we missed you; we'll try calling you again shortly. |
| Customer: Unreachable Apology, No Retry | Connecting Customer | We were unable to reach you, please call us back at your convenience. |
| Agent/Customer:Unable to connect | Connecting Customer | We were unable to connect you at this moment. |
| Please Try Calling Us Again | Connecting Customer | Please try calling us again. |
| We Will Try Calling Again Shortly | Connecting Customer | We will try you again shortly. |
| Prompt Agent to Connect (DTMF) | Connecting Agent | To engage the caller, press "one" |
| Prompt Agent to Connect (voice) | Connecting Agent | To connect to the caller say connect |
| Customer Unavailable | Connecting Agent | The customer was not available. |
| Agent hold music | Connecting Agent | Plays 54.311 seconds of Violin Music 'rotationally'. |
| Agent Please Hold While Customer Called | Connecting Agent | Please hold while we connect to the customer. |
| Now Connecting to Caller | Connecting Agent | Now connecting. |
| Voicemail Reminder | Connecting Agent | If the call goes to voicemail, hang up and take the next call. |
| Customer Disconnected | Connecting Agent | The customer has disconnected. |
| Silence-1000ms | Utility | Silence 1000ms of silence |
| goodbye' | Utility | Goodbye. |
| for' | Utility | ...for… |
| that is an invalid option' | Utility | Your option was invalid. |
| please choose a valid option' | Utility | Please choose a valid option. |
| timed out. try again' | Utility | Timed out; please try again. |
| thank you' | Utility | Thank you. |
| from now' | Utility | ...from now. |
| minutes' | Utility | …minutes… |
| minute' | Utility | …minute… |
| hours' | Utility | ...hours…(used for EWT) |
| hour' | Utility | ...hour…(used for EWT) |
| and' | Utility | ...and… |
| press' | Utility | ...Press... |
| sorry' | Utility | Sorry,... |
| you entered' | Utility | You entered… |
| The | Date/Time | |
| Sunday' | Date/Time | …Sunday… |
| Monday' | Date/Time | …Monday… |
| Tuesday' | Date/Time | …Tuesday… |
| Wednesday' | Date/Time | …Wednesday… |
| Thursday' | Date/Time | …Thursday… |
| Friday' | Date/Time | …Friday… |
| Saturday' | Date/Time | …Saturday… |
| A.M. | Date/Time | …a.m… |
| P.M. | Date/Time | …p.m… |
| Afternoon' | Date/Time | …Afternoon… |
| Morning' | Date/Time | …Morning… |
| Evening' | Date/Time | …Evening… |
| Tomorrow' | Date/Time | …Tomorrow… |
| Today' | Date/Time | ...Today… |
| In The' | Date/Time | |
| At Noon' | Date/Time | |
| At Midnight' | Date/Time | |
| zero | Numbers | …zero… |
| one (digits) | Numbers | …one… |
| two | Numbers | …two… |
| three | Numbers | …three… |
| four | Numbers | …four… |
| five | Numbers | …five… |
| six | Numbers | …six… |
| seven | Numbers | …seven… |
| eight | Numbers | …eight… |
| nine | Numbers | …nine… |
| ten | Numbers | …ten… |
| eleven | Numbers | …eleven… |
| twelve | Numbers | …twelve… |
| thirteen | Numbers | …thirteen… |
| fourteen | Numbers | …fourteen… |
| fifteen | Numbers | …fifteen… |
| sixteen | Numbers | …sixteen… |
| seventeen | Numbers | …seventeen… |
| eighteen | Numbers | …eighteen… |
| nineteen | Numbers | …nineteen… |
| twenty | Numbers | …twenty… |
| thirty | Numbers | …thirty… |
| forty | Numbers | …forty… |
| forty_five | Numbers | …forty five… |
| fifty | Numbers | …fifty… |
| sixty | Numbers | …sixty… |
| seventy | Numbers | …seventy… |
| eighty | Numbers | …eighty… |
| ninety | Numbers | …ninety… |
| one (minutes) | Numbers | |
| one (hours) | Numbers | |
| Name Prompt | MetaData | Please say your full name after the prompt, then press pound. |
| Reason for Call Prompt | MetaData | Please record your reason for calling, then press pound. |
| Account ID Prompt | MetaData | Please enter your account number now, then press pound. |
| Name Intro to Agent | MetaData | The caller's full name is... |
| Reason to Call to Agent | MetaData | The reason for call is ... |
| Account ID to Agent | MetaData | The caller's account number is… |
| Customer Callback Greeting With Metadata | MetaData | Hi, this is the callback requested for |
| Customer Callback Greeting Without Metadata | MetaData | Hi, this is your callback |
Speech Prompts
Quick access: Callback > Media Sets > Your Media Set > Speech Prompts
The bulk of the audio files used for the Speech Recognition voice experience can be found in the Speech Prompts tab. This tab allows you to configure what your customers hear when requesting a callback by speaking responses rather than using their DTMF keypad. Note that not all voice prompts are used for every callback. Some prompts are only used when specific features are enabled or in specific scenarios.
How the Speech Recognition call flow works
The Speech Recognition option offers a similar experience to the standard DTMF input flow. The call flow has been modified to account for the conversational requirements. People respond differently when they can speak a response rather than pressing a digit on their phones, and that is taken into account.
Also, sometimes phone microphones malfunction and don’t pick up the caller’s spoken response, or the caller cannot verbally respond right away. For most menus in Speech Recognition, we offer this process:
- We play a prompt asking for a spoken response.
- Example: "I see that you're calling from the telephone number ending in 1 2 3 4. Should we call you back at this number?"
- If we do not receive an audible response or do not receive a response that aligns with the prompt options, we offer a mixed prompt: respond by speaking or with a DTMF selection.
- Example: "Let's try that again. If we can call you back at this number, say Yes or Press 1. If not, say no (2)."
- If we do not receive a response after offering both options, we proceed to ask for only a DTMF selection.
- Example: Sorry. If we can call you back at this number, press 1. To enter a different number, press 2.
NOTE
Currently only ASAP Callback speech prompts are part of the Speech Recognition beta, and the feature is available for English only. Remaining Speech Prompts are available on Media Sets and can be customized if desired but cannot be used as part of the Speech Recognition call flow yet.
| Prompt | Section | Default Verbiage |
|---|---|---|
| Introduction before Registration | Registration | [Pause 750ms] All of our agents are currently helping other callers. [Pause 750 ms] |
Expectation with ECBT | Registration | Rather than wait on hold, we can contact you … [100ms] |
Expectation without ECBT | Registration | Rather than wait on hold, we can contact you when an agent becomes available. [Pause 750 ms] |
Offer ASAP Callback or Choose Hold | Registration | Would you like us to call you back? |
Offer ASAP Callback or Choose Hold with DTMF | Registration | To receive a callback, say yes (or press 1). [Pause 750 ms] To remain on hold, say no (2). |
Offer ASAP Callback or Choose Hold just DTMF | Registration | To receive a callback, press 1. [Pause 750 ms] To remain on hold, press 2. |
Offer ASAP Callback, Text Message, Schedule, or Choose Hold | Registration | Please say call me back, communicate via text message, schedule callback for a later time or I’ll stay on hold. |
Offer ASAP Callback, Text Message, Schedule, or Choose Hold with DTMF | Registration | You can say call me back (1), [Pause 500 ms] text message (2), [Pause 500 ms] schedule later callback (3) [Pause 500 ms] or stay on hold (4). |
Offer ASAP Callback, Text Message, Schedule, or Choose Hold just DTMF | Registration | To receive a callback, press 1. [Pause 750 ms] Get a text message, 2. [Pause 750 ms] Schedule a later callback, 3. [Pause 750 ms] Or to stay on hold, press 4. |
Offer ASAP Callback, Text Message, or Choose Hold | Registration | Please say call me back, communicate via text message or I’ll stay on hold. |
Offer ASAP Callback, Text Message, or Choose Hold with DTMF | Registration | You can say call me back (1), [Pause 500 ms] text message (2) [Pause 500 ms] or stay on hold (3) |
Offer ASAP Callback, Text Message, or Choose Hold just DTMF | Registration | To receive a callback, press 1. [Pause 750 ms] Get a text message, 2. [Pause 750 ms] Or to stay on hold, press 3. |
Offer ASAP Callback, Schedule, or Choose Hold | Registration | Please say call me back, schedule callback for a later time or I’ll stay on hold. |
| Offer ASAP Callback, Schedule, or Choose Hold with DTMF | Registration | You can say call me back (1), [Pause 500 ms] schedule later callback (2) [Pause 500 ms] or stay on hold (3) |
Offer ASAP Callback, Schedule, or Choose Hold just DTMF | Registration | To receive a callback, press 1. [Pause 750 ms] Schedule a later callback, 2. [Pause 750 ms] Or to stay on hold, press 3. |
Offer ASAP Callback, Text Message, or Schedule | Registration | Please say call me back, communicate via text message or schedule callback for a later time. |
Offer ASAP Callback, Text Message, or Schedule with DTMF | Registration | You can say call me back (1), [Pause 500 ms] text message (2) [Pause 500 ms] or schedule later callback (3) |
Offer ASAP Callback, Text Message, or Schedule just DTMF | Registration | To receive a callback, press 1. [Pause 750 ms] Get a text message, 2. [Pause 750 ms] Or to schedule a later callback, press 3. |
Offer ASAP Callback or Text Message | Registration | Please say call me back or communicate via text message. |
Offer ASAP Callback or Text Message with DTMF | Registration | You can say call me back (1) [Pause 500 ms] or text message (2). |
Offer ASAP Callback or Text Message just DTMF | Registration | To receive a callback, press 1. [Pause 750 ms] To get a text message, press 2. |
Offer ASAP Callback or Schedule | Registration | Please say call me back or schedule callback for a later time. |
Offer ASAP Callback or Schedule with DTMF | Registration | You can say call me back (1) [Pause 500 ms] or schedule later callback (2) |
| Offer ASAP Callback or Schedule just DTMF | Registration | To receive a callback, press 1. [Pause 750 ms] To schedule a callback for a later time, press 2. |
| Offer only Text Message | Registration | Would you like to communicate with us via text message? |
Offer only Text Message with DTMF | Registration | To communicate via text message, say yes (or press 1). [Pause 750 ms] To end this call, say no (2). |
| Offer only Text Message just DTMF | Registration | To communicate via text message, press 1. [Pause 750 ms] To end this call, press 2. |
| Offer only Schedule | Registration | Would you like to schedule a callback for a later time? |
| Offer only Schedule with DTMF | Registration | To schedule a callback for a later time, say yes (or press 1). [Pause 750 ms] To end this call, say no (2). |
| Offer only Schedule just DTMF | Registration | To schedule a callback for a later time, press 1. [Pause 750 ms] To end this call, press 2. |
Offer Text Message or Choose Hold | Registration | Would you like to communicate via text message or continue to wait on hold? |
Offer Text Message or Choose Hold with DTMF | Registration | You can say text message (1) [Pause 500 ms] or stay on hold (2) |
| Offer Text Message or Choose Hold just DTMF | Registration | To get a text message, press 1. [Pause 750 ms] Or to stay on hold, press 2. |
| Schedule Guide | Registration | [Pause 750ms] Or you can choose a later time that's convenient for you. [Pause 750 ms] |
| Offer Schedule or Choose Hold | Registration | Please say schedule callback for a later time or I’ll stay on hold. |
| Offer Schedule or Choose Hold with DTMF | Registration | You can say schedule callback for a later time (1) [Pause 500 ms] or stay on hold (2 |
Offer Schedule or Choose Hold just DTMF | Registration | To schedule a callback for a later time, press 1. [Pause 750 ms] Or to stay on hold, press 2. |
Text Message or Schedule Guide | Registration | Pause 750 ms] You have the option to communicate with us via text message or we can schedule a callback at a later time that’s convenient for you. [Pause 750 ms] |
Offer Text Message, Schedule, or Choose Hold | Registration | Please say communicate via text message, schedule callback for a later time, or I’ll stay on hold. |
| Offer Text Message, Schedule, or Choose Hold with DTMF | Registration | You can say text message (1), [Pause 500 ms] schedule later callback (2) [Pause 500 ms] or stay on hold (3) |
| Offer Text Message, Schedule, or Choose Hold just DTMF | Registration | To get a text message, press 1. [Pause 750 ms] Schedule a later callback, 2. [Pause 750 ms] Or to stay on hold, press 3. |
Offer Text Message or Schedule | Registration | Please say communicate via text message or schedule callback for a later time. |
| Offer Text Message or Schedule with DTMF | Registration | You can say text message (1) [Pause 500 ms] or schedule later callback (2). |
Offer Text Message or Schedule just DTMF | Registration | To get a text message, press 1. [Pause 750 ms] Or to schedule a later callback, press 2. |
| Okay | Common | Okay |
Try Again | Common | Let’s try that again. |
Sorry | Common | Sorry. |
Please Try Again | Common | Please try again. |
| Repeat Number for Confirmation | Common | That number is … [Pause 100 ms] |
Confirm Number | Common | [Pause 750 ms] Is that correct? |
All Right | Common | All right. |
Great | Common | Great. |
| You Can Expect a Callback | Expectation | You can expect a callback … [Pause 100 ms] |
At Approximately | Expectation | [Pause 100 ms] … at approximately … [Pause 100 ms] |
Hear that Again | Expectation | [Pause 750 ms] Would you like to hear this again? |
Receive a Callback Shortly | Expectation | [Pause 750 ms] You will receive a callback shortly. |
Range Pre ECBT Phrase | Expectation | [Pause 100 ms] … between … [Pause 100 ms] |
| Range Post ECBT Phrase | Expectation | [Pause 100 ms] ...from now. [Pause 750 ms] |
| Exact ECBT Phrase | Expectation | [Pause 100 ms] … within … [Pause 100 ms] |
Maximum ECBT Phrase | Expectation | [Pause 100 ms] … in less than … [Pause 100 ms] |
| Minimum ECBT Phrase | Expectation | [Pause 100 ms] … in more than … [Pause 100 ms] |
| Gather More Information for Callback | Caller Input | [Pause 750 ms] To call you back we need to gather some information. Please don't hang up until we've confirmed your callback request is complete. [Pause 750 ms] |
Calling From ANI | Caller Input | I see that you’re calling from the telephone number ending in … [Pause 100 ms] |
Confirm ANI for Callback Number | Caller Input | [Pause 750 ms] Should we call you back at this number? |
Unable to Call Number | Caller Input | [Pause 750 ms] We are not able to dial you at this phone number. [Pause 750 ms] |
Confirm ANI for Callback Number with DTMF | Caller Input | Let’s try that again. If we can call you back at this number, say Yes (or press 1). [Pause 750 ms] If not, say no (2). |
Confirm ANI for Callback Number just DTMF | Caller Input | Sorry. If we can call you back at this number, press 1. [Pause 750 ms] To enter a different number, press 2. |
Enter Extension or Callback Number | Caller Input | Say or enter the office extension or 10-digit phone number you’d like us to call you back on. |
Get Started | Caller Input | To get started, … [Pause 100 ms] |
Enter Callback Number | Caller Input | Say or enter the 10-digit phone number you’d like us to call you back on. |
State Callback Number Again | Caller Input | Again, to receive a callback at … [Pause 100 ms] |
Confirm Callback Number with DTMF | Caller Input | [Pause 100 ms] … say yes (or press 1). [Pause 750 ms] To enter a different number, say no (2). |
Confirm Callback Number just DTMF | Caller Input | [Pause 100 ms] … press 1. [Pause 750 ms] To enter a different number, press 2. |
Announce Callback Double Check | Caller Input | [Pause 750 ms] It appears you have already registered for a callback with this number. [Pause 750 ms] |
Collect Additional Metadata | Caller Input | To help identify you to the agent, I’d like to ask a few more questions. [Pause 750 ms] |
| State Caller ID | Caller Input | Your callback will display a caller ID of … [Pause 100 ms] |
Callback Double Check Wait or Cancel | Caller Input | [Pause 750 ms] Would you like to keep waiting or cancel your callback request? |
Callback Double Check Cancel | Caller Input | [Pause 750 ms] Your callback request has been cancelled. |
Callback Double Check Wait or Cancel with DTMF | Caller Input | Again, you can say keep waiting (1) [Pause 500 ms] or cancel (2). |
| Say Your Name | Caller Input | [Pause 500 ms] Please say your full name after the prompt, then press pound. |
Record Your Reason for Calling | Caller Input | [Pause 500 ms] Please record your reason for calling, then press pound. |
| Enter Your Account Number | Caller Input | [Pause 500 ms] Please enter your account number now, then press pound. |
| Find Day and Time | Scheduling | [Pause 750 ms] Let’s find the best day and time for your callback. |
Announce TimeZone | Scheduling | All time options will be in … [Pause 100 ms] |
AM or PM | Scheduling | Do you prefer AM or PM? |
| You have Selected | Scheduling | You’ve selected … [Pause 100 ms] |
Repeat, Confirm, or Cancel | Scheduling | [Pause 750 ms] Please say repeat, confirm, or cancel. |
Repeat, Confirm, or Cancel with DTMF | Scheduling | Again, you can say repeat (1), [Pause 500 ms] confirm (2), [Pause 500 ms] or cancel (3). |
Repeat, Confirm, or Cancel just DTMF | Scheduling | To repeat, press 1, [Pause 750 ms] Confirm, 2, [Pause 750 ms] or the Cancel, press 3. |
| AM or PM with DTMF | Scheduling | Please say if you’d prefer a callback in the AM (1) or PM (2). |
Today, Tomorrow, or Future Date | Scheduling | [Pause 750 ms] Would you prefer a callback today, tomorrow, or some future date? |
Tomorrow or Future Date | Scheduling | [Pause 750 ms] Would you prefer a callback tomorrow, or some future date? |
Today or Future Date | Scheduling | [Pause 750 ms] Would you prefer a callback today or some future date? |
Confirm Day | Scheduling | [Pause 750 ms] Will that work for you? |
Confirm Day with DTMF | Scheduling | Once again, if this day will work for you, say yes (or press 1). [Pause 750 ms] Otherwise, say no (2). |
Confirm Day just DTMF | Scheduling | If you'd like to receive a callback on this day, press 1. [Pause 750 ms] Otherwise, press 2. |
Is Available | Scheduling | [Pause 100 ms] … is available. |
| Next Day Available | Scheduling | [Pause 750 ms] Okay. The next day we have is … [Pause 100 ms] |
No Other Options | Scheduling | [Pause 750 ms] We have no other options to offer. |
Available Timeslots | Scheduling | [Pause 750 ms] Here are some available time slots for your callback. First, we have … [Pause 100 ms] |
Confirm Timeslot | Scheduling | [Pause 750 ms] Will you be available then? |
Confirm Timeslot with DTMF | Scheduling | Once again, if this time period will work for you, say yes (or press 1). [Pause 750 ms] Otherwise, say no (2). |
Confirm Timeslot just DTMF | Scheduling | If you can receive a callback during this time period, press 1. [Pause 750 ms] Otherwise, press 2. |
Next Timeslot | Scheduling | [Pause 750 ms] Okay. The next time slot is … [Pause 100 ms] |
Confirm Callback Time | Scheduling | We will schedule your callback at … [Pause 100 ms] |
Is That Okay | Scheduling | [Pause 750 ms] Is that okay? |
Confirm Callback Time with DTMF | Scheduling | Once again, if this callback time will work for you, say yes (or press 1). [Pause 750 ms] Otherwise, say no (2). |
Confirm Callback Time just DTMF | Scheduling | If this callback time will work for you, press 1. [Pause 750 ms] Otherwise, press 2. |
Other Callback Times | Scheduling | We could also schedule your callback at … [Pause 100 ms] |
| Gather More Information for Text Default Audio | Messaging | [Pause 750 ms] To text with you, we need to gather some information. Please don't hang up until we've confirmed your request is complete. [Pause 750 ms] |
| Confirm ANI for Text Number | Messaging | [Pause 750 ms] Should we send a text to this number? |
Confirm ANI for Text Number with DTMF | Messaging | Let’s try that again. If we can send a text to the number you’re calling from, say Yes (or press 1). [Pause 750 ms] If not, say no (2). |
Confirm ANI for Text Number just DTMF | Messaging | Sorry. If we can send a text to this number, press 1. [Pause 750 ms] To enter a different number, press 2. |
Enter Text Number | Messaging | Say or enter the 10-digit mobile number you’d like us to send a text to. |
Unable to Text Number | Messaging | [Pause 750 ms] We can’t send a text message to that number. |
To Receive a Text Message At | Messaging | Again, to receive a text message at … [Pause 100 ms] |
Receive a Text Message Shortly | Messaging | [Pause 750 ms] You will receive a text message shortly. |
Unable to Text Now | Messaging | We're sorry, we are unable to send a text message at this time. |
State Text Caller ID | Messaging | The text will be coming from … [Pause 100 ms] |
Confirm Mobile Phone | Messaging | Are you calling from a mobile phone that can receive a text message? |
Confirm Mobile Phone with DTMF | Messaging | Once again. If you’re calling from a mobile phone that can receive a text message, say yes (or press 1). [Pause 750 ms] Otherwise, say no (2). |
Confirm Mobile Phone just DTMF | Messaging | If you're calling from a mobile phone that can receive a text message, press 1. [Pause 750 ms] If not, press 2. |
We Will Send a Text Message | Messaging | We will send a text message with a link that allows you to select a scheduled callback time that is convenient for you. |
We Can Send a Text Message | Messaging | We can send a text message with a link that allows you to select a scheduled callback time that is convenient for you. |
Confirm Providing a Mobile Number | Messaging | Would you like to provide a mobile number? |
| Confirm Providing a Mobile Number with DTMF | Messaging | Once again. If you’d like to provide a mobile number to receive a text messsage, say yes (or press 1). [Pause 750 ms] Otherwise, say no (2). |
Confirm Providing a Mobile Number just DTMF | Messaging | To provide a mobile number to receive a text messsage, press 1. [Pause 750 ms] Otherwise, press 2. |
| High Call Volumes | End of Day | [Pause 750 ms] We are currently experiencing high call volumes. [Pause 750 ms] |
Call You Back Tomorrow | End of Day | Would you like us to call you back tomorrow? |
Call You Back On | End of Day | Would you like us to call you back on … [Pause 100 ms] |
Call You Back Next Business Day | End of Day | We can call you back on the next available business day. |
Hold for Next Agent | End of Day | Or you can hold for the next available agent. |
Call You Back | End of Day | Again. If you’d like us to call you back … [Pause 100 ms] |
Call You Back with DTMF | End of Day | [Pause 100 ms] ... say yes (or press 1). [Pause 750 ms] Otherwise, say no (2). |
Call You Back just DTMF | End of Day | [Pause 100 ms] … press 1. [Pause 750 ms] Otherwise, press 2. |
| Outside of Hours | After Hours | [Pause 750 ms] You’ve reached us outside of our operational hours. [Pause 750 ms] |
Outside of Hours Schedule for Later | After Hours | Would you like to schedule a callback for a later time? |
Outside of Hours Schedule for Later with DTMF | After Hours | Let’s try that again. If you’d like to schedule a callback for a later time, say Yes (or press 1). [Pause 750 ms] If not, say no (2). |
Outside of Hours Schedule for Later just DTMF | After Hours | Sorry. To Schedule a callback for a later time, press 1. [Pause 750 ms] Otherwise, press 2. |
| Remain on Hold | End of Call | Please remain on the line. [Pause 750 ms] |
Unable to Offer Callback | End of Call | We are unable to offer you a callback at this time. |
| Having Difficulties | End of Call | I'm sorry, we seem to be having difficulties. |
Thank You for Calling | End of Call | Thank you for calling. |
Goodbye | End of Call | Goodbye. |
Unable to Connect | End of Call | We were unable to connect you at this moment. |
Please Try Calling Again | End of Call | Please try calling again later. |
| Connect with the Caller After Metadata | Connecting Agent | After hearing Metadata, to speak with the caller, say Connect (or press 1). |
Connect with the Caller | Connecting Agent | To speak with the caller, say Connect (or press 1). |
Customer Not Available | Connecting Agent | The customer was not available. |
Customer Has Disconnected | Connecting Agent | The customer has disconnected. |
Disconnect Call | Connecting Agent | We will now disconnect this call. |
Voicemail Instructions | Connecting Agent | If the call goes to voicemal, hangup and take the next call. |
Hold to Connect to Customer | Connecting Agent | Please hold while we connect to the customer. |
Callers Name | Connecting Agent | The caller's full name is … [Pause 100 ms] |
Callers Reason | Connecting Agent | The reason for the call is … [Pause 100 ms] |
| Callers Account Number | Connecting Agent | The caller's account number is … [Pause 100 ms] |
| Caller Greeting | Connecting Caller | [Pause 750 ms] Hi! This is your callback. |
Caller Greeting with Name | Connecting Caller | [Pause 750 ms] Hello, this is the callback you requested. When … [Pause 100 ms] |
| Speak to a Representative | Connecting Caller | [Pause 100 ms] ... is on the line, press 1 to speak with a representative. |
Speak with an Agent or Cancel | Connecting Caller | Please say speak with an agent or cancel the callback. |
Speak with an Agent, Cancel, or Reschedule | Connecting Caller | Please say speak with an agent, cancel or reschedule the callback. |
Speak with an Agent or Cancel with DTMF Default | Connecting Caller | You can say speak with an agent (1) [Pause 500 ms] or cancel (2). |
Speak with an Agent or Cancel just DTMF | Connecting Caller | To speak with an agent, press 1. [Pause 750 ms] To cancel, press 2. |
Speak with an Agent, Cancel, or Reschedule with DTMF | Connecting Caller | You can say speak with an agent (1), [Pause 500 ms] cancel (2), [Pause 500 ms] or reschedule (3). |
Speak with an Agent, Cancel, or Reschedule just DTMF | Connecting Caller | To speak with an agent, press 1. [Pause 750 ms] To cancel this callback, 2. [Pause 750 ms] Or to reschedule, 3. |
Please Call Us Back | Connecting Caller | Please call us back at your convenience. |
Sorry We Missed You | Connecting Caller | Sorry we missed you. We'll try calling you again shortly. |
Now Connecting | Connecting Caller | Now Connecting |
Having Trouble Connecting With Agent | Connecting Caller | We're having trouble connecting with an agent. |
Disconnect Call And Try Again | Connecting Caller | We will disconnect this call and try reaching you again shortly. |
Rescheduling | Connecting Caller | Okay. Rescheduling. |
Agent Has Disconnected | Connecting Caller | The agent has disconnected. |
Voice Scheduling Prompts
Quick access: Callback > Media Sets > Your Media Set > Voice Scheduling Prompts
The Voice Scheduling Prompts tab contains audio files used for the voice scheduling experience. These prompts guide customers through the process of selecting or specifying a date and time for a scheduled callback.
To learn how to preview and update audio files, see this article's Managing and Configuring Voice Prompts section.
Registration
Registration prompts are played while offering callback or messaging options to customers and collecting basic information from them. This section includes additional registration prompts to walk customers through the process of scheduling a callback for a specific day and time.
Additional registration prompts can be configured in the General Prompts tab.
| Prompt | Section | Default Verbiage |
|---|---|---|
| Return to the Choose Timeslots Menu Option | Registration | To hear more times |
| Announce the local time zone for available timeslots | Registration | All time options will be in |
| Ask for Mobile Number | Registration | If you are calling from a mobile phone that we can text, press one otherwise press two |
| Scheduling Message Introduction with Mobile Number | Registration | We will send you a text message with a link that allows you to select a scheduled callback time that is convenient for you |
| Scheduling Message Introduction without Mobile Number | Registration | We can send you a text message with a link that allows you to select a scheduled callback time that is convenient for you. To provide a mobile number for us to text you on press one otherwise press two |
| Morning/Afternoon Scheduling Menu | Registration | For AM press one, for PM press two |
| to' | Utility | ...to... |
| at' | Utility | …at… |
| at' (plural) | Utility | English does not use this file |
| next' | Utility | next |
Time Zone Prompts
Quick access: Callback > Media Sets > Your Media Set > Time Zone Prompts
The Time Zone Prompts tab contains prompts for any time zones enabled for your Organization. The prompts in this tab will vary based on how your Call Targets are configured and whether international dialing is enabled for your Organization.
From here, you can preview or update the audio file that will be played when speaking any of your configured time zones.
To learn how to preview and update audio files, see the Managing and Configuring Voice Prompts section of this article.
Tips for Using Multiple Time Zones
If your Call Target business hours are configured to use different time zones, it is important to clearly state the appropriate time zone to customers on each Call Target. This can prevent confusion and ensure that customers have accurate expectations of the time they will receive a callback.
NOTE
The default collection of audio prompts only includes a file for Eastern Time. For all other time zones, you will need to upload a custom prompt to ensure that customers are aware of the time zone for their callbacks.
| Prompt | Category | Default Verbiage |
|---|---|---|
| US!Alaska | Standard Abbreviations | Alaska Time |
| US!Aleutian | Standard Abbreviations | Hawaii-Aleutian Time |
| US!Central | Standard Abbreviations | Central Time |
| US!Eastern | Standard Abbreviations | Eastern Time |
| US!Hawaii | Standard Abbreviations | Hawaii Time |
| US!Mountain | Standard Abbreviations | Mountain Time |
| US!Pacific | Standard Abbreviations | Pacific Time |
Use the following steps to upload a new time zone voice prompt:
- On the Call Target screen, in the Hours tab, select the appropriate time zone in the Time Zone dropdown menu then click Save Changes. Note that a warning message will appear on screen to advise you to upload a custom audio file for the selected time zone.
- On the Media Sets screen, open the Media Set that is assigned to the Call Target in question.
- Open the Time Zone Prompts tab. You should see an entry for the Call Target time zone you configured in the previous step. Note that this entry will not appear until you have changed the time zone for the Call Target.
- Upload a custom audio file to speak the time zone (for example, "Mountain Time" or "Mountain Standard Time"). Save and publish the changes before leaving the tab.
TIP
Looking for a specific audio file? Type the name of the prompt in the search field to quickly highlight what you're looking for.
Custom Metadata Media
On the General Prompts tab and the Speech Prompts tab, the Custom Metadata Media section serves the same purpose as the Metadata Prompts section but only contains prompts for custom metadata. One audio file prompts customers to enter metadata, and another is played to agents before playing the recorded metadata from the customer.
The custom metadata media section allows you to upload your own audio file to play to customers while prompting them for additional information that will be stored in a metadata item.
Use the following steps to upload a custom audio file for a Metadata item.
- From your Media Set, within the General Prompts tab, locate the Custom Metadata Media section.
- Click the row associated with the customer prompt that you would like to replace. The customer prompt will be named your_<metadata item name>. The row will expand to present additional fields.
- Repeat the previous step for the associated agent prompt. The agent prompt will be named agent_<metadata item name>.
- Upload your custom audio file by following the on-screen instructions.
- Click the Play button to preview your audio file after the upload is complete.
- Save and publish your changes.
NOTE
Custom metadata media prompts only become available to edit once Custom Prompt has been specified in the Prompt dropdown menu for a Metadata item.
| Prompt | Description |
|---|---|
| your_<Metadata item> | Plays a custom-uploaded audio file to customers to collect custom metadata for the specified Metadata item |
| agent_<Metadata item> | Plays a custom uploaded audio file to the agent before speaking custom metadata collected from the customer for the specified Metadata item |
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