When setting up a campaign there are two required recordings:
If you have smrtPhone Pro, you can also add a Hold Music recording to play when you put callers on hold.
When you have AI Voice Detection turned on, the system will recognize when a contact's voicemail is reached, and it will drop this recording so it is timed to not be cut off.
When you have AI Voice Detection turned off, you will have to wait for the receiver's voicemail to be played and manually drop the voicemail. If you drop the voicemail without waiting for the custom sound of a voicemail, your message will not be properly recorded.
Note: The Ring Timeout setting within the Call Engine determines how long the system will wait to determine if the call is answered/voicemail/unanswered. The default is set to 20 seconds, which is approximately 3-4 rings. Signs Ring Timeout is insufficient >>
This is for multi-line dialing only, when you are dialing multiple numbers at once and more than one number connects. Instead of hearing a beep or hanging up, the callback drop recording will play.
Typically this is a simple recording that says you're trying to reach them and you'll call right back. When the agent is finished with the first call, the callback call will be automatically prioritized.
How to Set Your Recordings
There are two ways to set recordings: preset them in your Media Manager, or record them directly into your campaign settings.
Option 1: Media Manager
Under your account menu in the upper right, there is an option for "Media Manager."
This is where your team's recordings are stored and managed. We recommend labeling the files in such a way that you can easily identify which ones you want to use for each campaign's voicemail and callback drops.
Option 2: Record directly in Campaign Settings
To record directly in a campaign:
Press the microphone button
Wait for the countdown
Record your message
If you don't like your message, select the microphone button again, and it will record over
If you like your message, select Save (cloud with arrow, as seen in red below)
Name your file, which will now live in your Media Manager
After this step is complete, you can proceed with configuring your Campaign.
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