Configuring prompts

Prompts are audio clips that provide callers with information during a call. Associated with activities, prompts play messages when callers reach the associated activity in a workflow. Prompts can be individual wave files or multiple wave files joined together to form custom messages. To see a list of pre-configured prompts, go to 'IVR RoutingPrompts'.

The default language for prompts will be taken from the site language and workflows will be executed in that language unless a Language activity has been included in the workflow. Individual prompts can be configured to handle multiple languages, working with the Language activity to support multiple languages in a single workflow. This reduces the number of prompts that must be created and allows for the same set of ports to be used for multiple languages. For more information on the Language activity, see "Configuring the Language Activity".

If you want to use your own custom prompts with a callback, you must add your wave files by importing the files or recording wave files using a microphone on your computer or your telephone using a Record activity in a workflow. Files recorded using YourSite Explorer are added to the Custom category. Files recorded using the Record activity are added to the Recording category. You must then associate your custom wave files to your callback workflow. See "Configuring callbacks" for more information.

If IVR Routing is enabled for Text-to-Speech, you can add text or Speech Server Markup Language (SSML) files to prompts. Text and SSML files support variables entered between double angle brackets, such as <<EstimatedWaitTime>>. For information on configuring Text-to-Speech, see "Configuring a Text-to-Speech server".