Question 1

What is the Audio Library?

Accepted Answer

The Audio Library stores audio files and queue settings used across your system. It has two sections: Voice Memos (custom greetings, IVR menu prompts, and pre-recorded announcements) and Queue Presets (hold music settings for call transfers, periodic messages, and position/wait time announcements).

Question 2

How do I create a voice memo?

Accepted Answer

Three ways to create voice memos: Upload a file (click Upload, select audio file, name it, click Save). Record in browser (click Record, allow microphone access, click record button, stop when finished, name and save). Text-to-Speech (click Text-to-Speech, type your message, select language and voice, click Generate).

Question 3

What are the file requirements?

Accepted Answer

Supported formats are MP3, WAV, WebM, and OGG. Maximum file size is 10 MB. Recommended length is under 2 minutes. Audio quality of 128 kbps or higher is recommended. Duration is automatically detected when you upload a file.

Question 4

What languages are available for text-to-speech?

Accepted Answer

Text-to-speech supports 13 languages with multiple voices: English US (Sarah, Emma, James, Jenny, Guy, Davis), English UK (Sonia, Libby, Ryan, Thomas), Spanish, French, German, Italian, Dutch, Portuguese, Polish, Swedish, Danish, Norwegian, and Finnish. Over 110 AI voices are available across all languages.

Question 5

What are Queue Presets?

Accepted Answer

Queue Presets configure what callers hear while waiting in a transfer queue. Hold music options include Smooth Jazz, Classical, Ambient, Upbeat, Silence, or Custom (upload your own). Additional settings include periodic messages played at set intervals, queue position announcements, and estimated wait time announcements.

Question 6

How do I create a Queue Preset?

Accepted Answer

Go to Audio Library, click the Queue Presets tab, click Create Preset, configure the name, description, hold music, periodic message, message interval, and position/wait time announcements, then click Save. Use presets in AI Agent transfer settings.

Question 7

How do I preview audio files?

Accepted Answer

In the Audio Library, find the voice memo, click the Play button, and audio plays in your browser. Click Pause to stop. Preview before assigning to ensure it is the right file.

Question 8

How do I delete an audio file?

Accepted Answer

Go to Audio Library, find the voice memo or preset, click the Delete icon, and confirm the deletion. If the audio is in use by IVR menus or presets, you may need to update those first.

Question 9

How many audio files can I have?

Accepted Answer

Typical limits are 50 voice memos and 20 queue presets. Text-to-speech generations may be limited per month. Your enterprise agreement may include higher or unlimited limits. Contact your account manager for details.

Question 10

What can I use voice memos for?

Accepted Answer

Voice memos can be used in IVR menus for the greeting message and as Play Voice Memo actions for menu options. They can also be used in Queue Presets as custom hold music or periodic messages while callers wait. They also integrate with AI Agent transfer queue settings.

Question 11

What's the difference between TTS and uploaded audio?

Accepted Answer

Text-to-Speech lets you type text and AI converts it, is easy to update, uses AI voices, and is best for messages and announcements. Uploaded or recorded audio uses your own voice or custom recordings, requires re-recording or re-uploading to change, and is best for music and branded greetings.

Question 12

Can I record audio directly in Staffify?

Accepted Answer

Yes. Go to Audio Library, click Record, allow microphone access when prompted, click the record button to start, click stop when finished, then name and save your recording. Recording saves as WebM format and works on most modern browsers.

Question 13

What audio format is best?

Accepted Answer

MP3 is recommended for most uses due to small file size, good quality, and wide compatibility. WAV is best when highest quality is needed and for short clips. WebM and OGG are also supported for browser recordings.

Question 14

Why does my audio sound different on calls?

Accepted Answer

Phone calls have lower audio quality than digital playback due to phone network compression, the caller's device speaker, and network quality. For better phone audio: record in a quiet environment, speak clearly and not too fast, use moderate volume, and test by calling your AI Agent.

Question 15

Can I use copyrighted music?

Accepted Answer

You are responsible for having rights to any audio you upload, including background music, sound effects, and voice recordings of others. Using copyrighted music without permission may violate terms of service and copyright law. Safe alternatives include the default royalty-free hold music tracks, your own recordings, or royalty-free music libraries.