Why isn't my greeting in the list?

When you set up a phone menu, ring group or phone number greeting, the list only offers files the portal recognizes for that job. If yours is missing, work through these checks in order.

Some labels in your portal or apps may look slightly different from this guide.

1. Check the file name

Each feature lists only files whose names start with a certain prefix. A menu greeting usually needs to start with greeting-, and a greeting for a phone number usually needs greeting-did-. The full list is in upload greetings and audio file rules.

To fix a name, open the sound files page under System, select the file and choose Rename. Names can use letters, numbers, hyphens and underscores. Then open the greeting list again.

2. Check you can see the file

The sound files page filters what it shows. If your file isn't in the list, look at the directory drop-down and the search box. The search matches the beginning of a name, can't be empty, and ignores capital letters. Type the first part of your file name to bring it up.

3. Check the phone recording was kept

A greeting recorded by phone is saved only if you accept it by pressing 1 on the review menu. If you hung up first, no file was made. Record it again by following record a menu greeting from your phone. Recordings made this way get a name that starts with the menu prefix and the date.

4. Check the file plays

A file in the wrong format may appear in the list but stay silent. Select it and choose Listen. If it doesn't play, export a new copy using the settings in the upload rules and upload it again.

Still not there?

Contact support. Tell us which menu, ring group or number you're editing and the exact file name, and we can look at it with you. See contact support.