Record Messages for Call Centers

Opening greetings to closed messages and several unique ones in between like…

• Pearls of Wisdom - Recordings played while the user is waiting for an agent.

• Avalanche Messages - Play during business hours before speaking to an agent, alert callers to specific statuses within the system, like

  • closed due to weather,

  • high wait times or closed due to power outages, or

  • other emergency, outage, or campus/office closure situations.

Open Audacity and click  File > New to open a new Project.

1. Set Project Rate (Hz) to 8000 

2. Set Recording Channels to 1 (Mono) Recording Channel

3. Click the Record button to start recording.  

4. Click the Stop button to stop recording.

5. Click Play to listen to your recording.

6. Repeat steps 1-5 as needed until recording is as desired.

1. Click File > Save Other > Export As WAV

2. Change Settings:

   1. Set File Name as appropriate (Ex: Outage - WiFi)

   2. Set save location

   3. File Type: Other uncompressed files

   4. Header: WAV (Microsoft)

   5. Encoding: A-Law

3. Click OK on Edit Metadata Tags (no changes needed)

To edit an avalanche message a new audio file must be recorded first. This usually takes some time to do.

1. Go to https://solidus.calpoly.edu/scheduler and log in with your SOLIDUS credentials. 

2. On the menu, point at Avalanche message and click Voice Prompts.

3. Next to the message you want to edit, click on the pencil to edit.

4. Under Edit Voice Prompt, select the message you would like to make edit:

   • Outage - Email & Calendar

   • Outage - High Wait Times

   • Outage - Limited Network

   • Outage - Portal

   • Outage - Wi-Fi

5. Click the Choose File button, select your file, then click the Upload file button.  

6. Click the Update button to update with the new file.

To create a new avalanche message (upload a new audio file) a new audio file must be recorded first using the Record a Message instructions above.

1. Go to https://solidus.calpoly.edu/scheduler and log in with your SOLIDUS credentials. 

2. On the menu, point at Avalanche message and click Voice Prompts.

3. At the bottom left of the page, click Create a new voice prompt.

4. Type a name for the new message in Voice prompt name field.

5. Click the Choose File button, select your file, then click the Upload file button.  

6. Click the Create button to update with the new file.