How can I add/edit sounds to be played in a Call flow?

How can I add/edit sounds to be played in a Call flow?

How do I add or edit audio for my call flow (IVR) in MyOperator?

Short answer: Use the Audio Library to upload recorded files or generate text‑to‑speech (TTS) prompts, then assign those audios to nodes in your call flow (welcome message, menu prompt, hold music, voicemail).

Last updated: August 20, 2025

Contents

Prerequisites

  • Permissions: You can access Calls → Design Callflow and Audio Library.
  • Rights to use audio: You own or have permission to use the audio you upload.
  • Formats: Commonly supported for telephony are WAV (PCM) mono and MP3. If unsure, prefer WAV mono.
  • Naming: Use clear names (e.g., welcome-main-2025.wav) so you can find files later.
Exact format/size limits can vary by account. If an upload fails, see Troubleshooting below.

Add or edit audio in the Audio Library

  1. Sign in to MyOperator.
  2. Go to Calls → Design Callflow.
  3. In the left panel, click Audio Library.
  4. Click Add Files.
  5. Enter a Prompt text (for TTS) and a File name/Title you’ll recognize later.
  6. Choose one option:
    • System‑generated audio (TTS): MyOperator converts your prompt into audio.
    • File upload: Upload a pre‑recorded WAV/MP3 from your computer.
  7. Click Add to save.

Screenshot
Screenshot 2025-08-11 at 10.37.43.png
Alt text: Audio Library screen showing Add Files, prompt input, and upload selector.

You can edit or replace an existing audio later from the Audio Library list (use Edit/Rename/Replace if available).

Assign audio inside a call flow

  1. Open your target flow in Calls → Design Callflow.
  2. Select the node where you want audio (e.g., IVR/Menu, Voicemail, Hold Music).
  3. In the audio field (e.g., Welcome Message or Menu Prompt), choose Select from Library and pick your file.
  4. Click Save, then Publish the flow.

Best practices & suggested specs

  • Telephony‑friendly audio
    • WAV (PCM) mono, 8 kHz or 16 kHz sample rate
    • MP3 constant bitrate (e.g., 64–128 kbps) mono for smaller files
  • Levels: Normalize to around −3 dBFS, remove long silences, avoid clipping.
  • Length: Keep prompts short (≤ 30–60s) for menus; use music files for longer waits.
  • Clarity: Speak options before extensions (e.g., “Press 1 for Sales”).
  • File names: Include purpose and date (e.g., menu-support-2025-08.mp3).
If your upload is rejected, try WAV mono at 8 kHz and keep size modest.

TTS and SSML examples

Plain prompt (simple text)

Thank you for calling ACME. Press 1 for Sales, 2 for Support, or 0 for the operator.

SSML (if supported)

<speak>  Thank you for calling <say-as interpret-as="characters">ACME</say-as>.  <break time="400ms"/>  Press <say-as interpret-as="digits">1</say-as> for Sales,  <say-as interpret-as="digits">2</say-as> for Support,  or <say-as interpret-as="digits">0</say-as> to speak to the operator.</speak>
If SSML tags aren’t accepted on your route/voice, remove them and use plain text.

Preview, test, and verify

  1. In Audio Library, click Play/Preview to ensure the file sounds correct.
  2. In the Designer, use Preview to check the IVR path and audio playback.
  3. Place a test call from a phone. Confirm volume, clarity, and that the correct audio plays.
  4. Check Call Logs to verify the call path (e.g., IVR → Queue → Agent).

Success criteria: The right audio plays at each step, is clear at phone quality, and matches the live call flow.

Troubleshooting

  • Upload failed: Convert to WAV mono (8 kHz/16 kHz), shorten the file, remove special characters from the filename, try another browser, and retry.
  • Audio sounds distorted/quiet: Normalize to ~−3 dBFS, export mono, avoid heavy compression, and trim silence.
  • Wrong audio plays: Confirm the correct file is assigned in each node and Publish changes; clear browser cache if previews look stale.
  • TTS errors: Simplify the text, remove unsupported SSML tags, or choose a different voice/language (if available).
  • Can’t find file in selector: Ensure the file is Saved in the Library and you’re in the correct workspace (if applicable).

Get help

If you’re stuck, email support@myoperator.co with:

  • Audio filename and format/size
  • Screenshots of Audio Library and the node where it’s assigned
  • Call sample (date/time, caller ID) where the issue occurred
  • Any error message or what you expected vs observed

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