Upload greetings and audio file rules

If you have a recorded file, such as one from a studio or an audio editor, you can upload it and use it as a greeting or message. This page covers what files work and how to name them so the right feature offers them. If you don't have a recording, you can create a greeting from text with an AI voice instead.

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

File rules

The system converts WAV and MP3 files for you. A file in any other format may upload but not play. If your recording is in another format, export it from an audio editor as a WAV file with the settings above. These are the standard rules. If a file that follows them won't upload or play, ask CallSprout support to check the limits on your account.

Upload a file

1. 1
   Step 1:

   Name the file

   Start the file name with the prefix for where you'll use it. The table in the next section lists them.

2. 2
   Step 2:

   Open the sound files page

   In the admin portal, open Sound Files under System.

3. 3
   Step 3:

   Upload

   Choose Upload, pick your file, and wait for the progress bar to finish.

4. 4
   Step 4:

   Find and play it

   Type the start of the name in the search box. The search matches the beginning of a name and can't be left empty. Select the file and choose Listen to check it.

Name files so they appear in the right list

A feature lists only the files whose names start with its prefix. These are the usual prefixes. If a correctly named file doesn't show up, ask CallSprout support which prefix that feature expects on your account.

Closed hours greetings for business hours also use the phone menu prefix. The enhanced ring group rows are covered in tell callers their place in line and wait time. Queues and the outbound dialer are part of Contact Center Pro. You can upload the queue and campaign files yourself, or ask CallSprout support to upload them for you. The built in prompts that tell callers their place in line and wait time stay with support. Set queue greetings, hold music and wait announcements shows where each queue file is used.

Depending on how you upload, the portal may add the prefix for you. Check the name once the file is listed.

Manage your files

Select a file, then use the toolbar:

• Rename to fix a name or add a prefix.
• Download to get a copy. Choose one format or all of them as a zip.
• Delete to remove it. This removes every version of the file, so make sure no menu or ring group still uses it.

Upload a voicemail greeting for a user

Open the user's advanced options and find the voicemail section. In the greeting list, pick Unavailable (when the user doesn't answer) or Busy (when they're on a call), then choose your file. Use the recommended audio settings above, because a file in the wrong format may not play. To record by phone instead, see record a menu greeting from your phone.