Using the audio library to change custom and default audio

Overview

You can use the Zoom Phone audio library to select. record, or upload custom audio for various Zoom Phone prompts. These prompts are usually played before routing the call.

This article covers:

• Limitations
• Changing default audio settings
• Changing custom audio settings
  • Auto receptionists
  • IVRs
  • Call queues
  • Phone users
  • Account-level audio
• Recording custom audio
• Uploading an audio file

Prerequisites

• Pro, Business, Enterprise, or Education account
• Account owner or admin privileges
• Zoom Phone license

Note: Recording custom audio is not supported on Internet Explorer.

Limitations

Before using the audio library, take note of these limitations as an admin:

• You can have up to 50 recordings or files in your audio library.
• You can only see your own audio library and will not be able to view or select from other admins' or users' audio libraries.
• You can play the current custom audio that is set for the extension. For example, if you view a call queue's settings, you can play the current greeting prompt.

Changing default audio settings

You can set defaults for some audio settings. 

Note: If you want to restrict phone users' access to change these settings, change your policy settings for personal audio library. By default, phone users can change their Audio Prompt Language, Voicemail Greeting, Message Greeting, and Hold Music. You can only change the Audio While Connecting at the site level (if you enabled multiple sites) or account level.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Company Info.
3. Access the call park settings depending on if you have multiple sites:
   • If you enabled multiple sites: Click the name of the site you want to edit.
   • If you disabled multiple sites: Click Account Settings.
4. Click the Settings tab.
5. In the Audio Prompt section, change the default language for audio prompts.
6. In the Audio Prompt section, click Manage, then access the audio library to change the default audio settings:
   Note: The default audio settings only apply to certain extensions in the site. See the Applies to column in the table below.

Default audio setting	Applies to
Audio Prompt Language: The default language for automated audio prompts that play for inbound callers to give them additional instructions. For example, if the caller is routed to your voicemail, your voicemail greeting will play followed by the automated audio prompt: 'Please record your message after the tone. Press any key or stop talking to end the recording'.	All extensions
Audio While Connecting: The audio while connecting plays for inbound callers when they are trying to reach an extension. Note: This does not apply to call queues. Call queues have their own Audio While Connecting setting that plays for callers waiting in the queue.	All extensions except call queues
Hold Music: The hold music plays for the other party when they're placed on hold. Note: The hold music does not apply to call queues. Call queues have a separate setting called Music on Hold, which plays when the call queue routes a call, then a member places the call on hold.	All extensions except call queues
Voicemail or Connect to Operator Greeting: Plays before giving the caller the option to leave a voicemail or connect to operator. This only applies when you enable this feature in phone users' call handling settings.	Phone users
Message Greeting: Plays if the call is routed to a message when the call is not answered. (When a call is not answered setting with Play a message, then disconnect option selected).	Phone users Common area phones
Voicemail Greeting: Plays before routing to a voicemail inbox.	Phone users

 

Changing custom audio settings

You can use custom audio for these extensions in your account. Click the links for more information.

Note: If you set an auto receptionist's, call queue's, or IVR's Voicemail Greeting when routing to another extension's voicemail, it will override the greeting set for that extension. If you're routing to a phone user's voicemail, select Follow User Voicemail Greeting in the drop-down menu to use the phone user's greeting instead of selecting a replacement.

Auto receptionists

• Greeting prompt: Plays during business hours or closed hours before the auto receptionist routes calls.
• Voicemail Greeting: Plays before routing to a voicemail inbox of an extension.
• Message: Plays a custom message then hangs up the call.

IVRs

• Audio prompt: Explains the IVR menu to callers. The IVR's audio prompt plays after the associated auto receptionists's greeting prompt.
  Note: If you have a multi-level IVR system, you can disable audio prompts to avoid playing multiple audio prompts for callers.
• Voicemail Greeting: Plays before routing to a voicemail inbox of an extension.

Call queues

• Greeting Prompt: Plays before routing the caller based on the call distribution method.
• Audio While Connecting: Plays for the inbound caller waiting to be routed to an available member.
• Music on Hold: Plays for the inbound caller when they're placed on hold by a call queue member.
• Voicemail Greeting: Plays before routing to a voicemail inbox of an extension.
• Disclaimer prompt (Play a prompt to call participants when the recording has started): Warns call participants that the call will be automatically recorded. This can be customized in a call queue's policy settings.

Phone users

• Leave Voicemail or Connect to Operator Greeting: Plays before giving the caller the option to leave a voicemail or connect to operator. This only applies when you enable this feature in phone users' call handling settings. Admins or phone users can customize this greeting.
• Voicemail Greeting: Plays before routing to a voicemail inbox of the phone user. Admins or phone users can customize this greeting.
• Disclaimer prompt (Play a prompt to call participants when the recording has started): Warns call participants that the call will be recorded (ah hoc or automatic recording). This can be customized in a phone user's policy settings.

Account-level audio

These settings can only be customized at the account level.

• Hold Music: Plays for the other party when a phone user places the call on hold.
• Audio While Connecting: Plays for inbound callers when they are trying to reach a phone user.

Accessing the audio library

After finding the audio settings you want to customize, you can access the audio library.

1. Click Audio Library.
2. Select an existing audio file in your audio library. Alternatively, follow the steps to record custom audio or upload an audio file.

Recording custom audio

Follow these steps to record custom audio directly in the Zoom web portal. You must have a functioning microphone to record.

Note: Recording custom audio is not supported on IE.

1. Click Add Audio.
2. Click the Record by Computer tab.
   Note: Allow Zoom to use your microphone if prompted by your browser.
3. Follow the on-screen instructions to test and adjust your microphone volume, then click Next.
4. Click Record to start recording audio.
5. Click the red stop button to stop recording.
   
6. Click one of these options (optional):
   
   • Play icon: Play the audio you recorded.
     
   • Rerecord: Rerecord if you are not happy with the result.
   • Download: Download the recorded audio as a WAV file.
7. Click Add to add the recording to your audio library.
8. Click Use the Audio.

Uploading an audio file

If you can already recorded audio, follow these steps to upload it to the Zoom web portal.

Tip: If you previously recorded and downloaded an audio file using the Zoom web portal, you can follow these steps to upload the audio file and re-use it.

1. Click Add Audio.
2. Click the Upload tab.
3. Click Upload and select a supported audio file.
   Note: Click the ? icon to view requirements for the audio file. If your audio file doesn't meet the requirements, it can still be uploaded and played in the web portal but won't play when someone calls in.
4. Click Use the Audio.