Adding Media

Media prompts are used to provide an audio message to callers, present them with a request or option as with an IVR menu, or to play music while in a queue or on hold.

Media prompts are created from an audio file saved at a publicly accessible URL address, or from a Text-to-Speech (TTS) item with a typed script that the application converts to a voice message. You can also create a media list includes multiple audio or TTS files that are played in sequence.

Media files are saved at the tenant level. They are used within a designed flow and are added in as configuration details to applicable flow actions.

Supported File Formats

Unsupported file formats can cause problems with playback. The following file formats are recognized in CxEngage.

FILE FORMAT CODEC SAMPLING FORMAT SAMPLING RATE CHANNELS
wav pcm u8 u8 Any1 Mono, Stereo
wav pcm alaw s16le 8000 Hz Mono
wav pcm ulaw s16le 8000 Hz Mono
wav pcm s16le s16le Any1 Mono, Stereo
wav pcm s24le s24le Any1 Mono, Stereo
wav pcm s32ls s32le Any1 Mono, Stereo
wav pcm f32le f32le Any1 Mono, Stereo
mp3 mp3 fltp Any1 Mono, Stereo

1 8000 Hz, 11025 Hz, 16000 Hz, 22050 Hz, 24000 Hz, 32000 Hz, 44100 Hz, 48000 Hz

General recommendations for handling media

  • When recording audio prompts for announcements, IVR, etc. record at the highest fidelity possible.
    Note: This media should be archived as the source material.

  • When uploading media to CxEngage, limit the audio configuration of the file to a format that aligns with the characteristics of the calls.

    • We currently use G.711 ulaw in the infrastructure, this means we must try to align the file contents to 8 bits and 8000 Hz.

      • If the format is mp3 choose mono and 8000 Hz or 16000 Hz.

      • If the format is wav choose mono and 8000 Hz or 16000 Hz. Choose u8, alaw, ulaw, or s16le as the audio codec.

  • Avoid using stereo media. Audio calls are not stereo. The process of mixing a stereo file on the fly can further degrade audio quality. By converting audio files to mono before uploading them you have more control over the quality of the content.

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