How to Add & Manage Audio Files in JetHub

Audio files form a key structure to your phone system & can be used throughout your Jet portal including in callflows, On hold music for queueing & on hold music for call parking. This article will cover the different Audio file types and where they are used, how to navigate the audio files page, how to upload new audio files & how to use existing audio files. 

Note: The audio file management has recently changed. Callflows or queues with existing audio files will continue to function using the old audio management system. New callflows & queues will use the new Audio Management as outlined in this article. Existing callflows & queues can take advantage of the new audio management system by uploading new audio files & removing the old files from the callflow or queue. If you are have any further questions about the new audio management or how to transition your account to the new system, please create a ticket and our support team will be able to assist. 

Audio File Types

Navigating The Audio Files Page

How to Upload Audio Files

How to Use Existing Audio Files

 

 

Audio File Types

There are 5 different audio file types in use in your phone system. The table below outlines the different audio types and where they can be used in your phone system. 

 

Audio Type	Use Case
Greeting	Greetings can be used in callflows or Queues. In callflows, They are used in Greeting widgets or Voicemail widgets as a custom voicemail announcement.  In Queues, greetings are used as a periodic announcement.
Prompt	Prompts are used in callflows only. They are used on an IVR widget or Postcode widget. Prompts announce the menu options to callers.
Whisper	Whispers can be used in callflows or Queues.  In callflows, whispers are used in the dial widget to announce information to agents.  In queues, whispers are used in the queue configuration to announce information to agents.
Music On Hold	Music On Hold can be used in Queues or Call Parking.  In queues, music on hold is used to play a custom audio file to inbound calls that reach your queue. In call parking, music on hold is used to play a custom audio file to callers who are parked by your agents.
Invalid	Invalid is used in callflows only. It is used to inform callers that they have made an invalid selection on an IVR or Postcode IVR.

Navigating The Audio Files Page

Your Audio Files page can be used to view & manage all of your audio files. Your audio files page displays all of the audio files in use on your account. From this page you can add new audio files, view where each of your audio files are in use & update an audio file. 

 

Adding New Audio Files

1. On the top right of your screen, click the Create Audio button. 

 

 

2. Add a description, select your audio type & click the audio file box to upload your file

 

3. Click save, your audio file is now ready to be used in callflows & queues

 

View Where Audio Files Are Used

1. Navigate to the audio file that you want to locate. 
2. Click the dropdown on the right side of the screen. This will display the callflows or queues where this audio file is in use. 

 

Update Audio Files

The audio files page allows you to update an existing audio file. This will change the audio file in all places that it is in use. This can be useful when updating a company-wide greeting that is used across multiple callflows, or music on hold that is used on multiple queues. 

 

1. Navigate to the audio file that you want to update

2. Click the edit button on the right side of the screen. 

 

3. Click the red cross on the existing file, then click the audio box to upload the new audio

 

4. Click save

How to Upload Audio Files

Audio files can be uploaded to your JetHub account in a number of different ways. Whenever you

Uploading audio files via the Audio Files page

 

To upload audio files via the audio files page. Navigate to the audio files page, by click on the Phone System menu, then selecting audio files. 

 

1. On the top right of your screen, click the Create Audio button. 

 

 

2. Add a description, select your audio type & click the audio file box to upload your file

 

3. Click save, your audio file is now ready to be used in callflows & queues

 

Uploading audio files via a callflow

 

 

Navigate to the callflow you wish to add the new audio file to, by clicking on phone system, then callflows & clicking the edit button of the desired callflow. 

1. Click on the widget that you want to upload audio to. In this case we are adding a greeting. 

 

2. Click the blue plus next to the audio box & add a description then upload your audio file by clicking the audio box. The audio type will automatically be set when adding via the callflow based on the widget that you are uploading to. 

 

3. Click save, this audio file is now added to your callflow & will play once your callflow is saved. The audio will also be added to your audio file page in the portal & can be used on future callflows. 

Uploading audio files via a queue

 

Navigate to the queue you wish to add the new audio file to, by clicking on phone system, then queues & clicking the edit button of the desired queue. 

 

1. Click on the blue plus next to the audio type that you want to upload. 

 

 

2. Add a description then upload your audio file by clicking the audio box. The audio type will automatically be set when adding via the queue based on the type that you are uploading to. 

 

3. Click save, this audio file is now added to your queue & will play once your queue is saved. The audio will also be added to your audio file page in the portal & can be used on future queues.   

How to Use Existing Audio Files

Your saved audio files can be added to callflows or queues via the queue or callflow pages. Your existing audio files will be available in the dropdown of relevant widgets & queue audio. 

How to add existing audio files to callflows

1. Navigate to the callflow that you wish to edit

2. Select the widget that you want to change the audio for, in this example we will be changing a voicemail greeting

3. From the dropdown, select the audio file that you want to play & click save

4. Once you save your callflow this audio file will now be played. 

 

How to add existing audio files to queues

1. Navigate to the queue that you wish to edit

2. Select the audio type that you want to change the audio for, in this example we will be changing the queue whisper

3. From the dropdown, select the audio file that you want to play & click save

4. Once you save your callflow this audio file will now be played.