Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Robot Management and Configuration Guide/ Operator: Configuring a Common IVR/ Managing Voice and Video Resources
Updated on 2024-10-12 GMT+08:00
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Managing Voice and Video Resources

A voice or video file carries a piece of voice content. After a voice or video file is associated with an IVR flow, the system can play voices based on the file after a customer enters the IVR flow in a voice call. To enable voice playback, you need to create a voice or video file in advance based on site requirements.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Resource Management > Audio and Video.
  2. Click . The Language Setting dialog box is displayed.

    Currently, voice files in the following languages are supported: Chinese, English, Portuguese, Thai, Spanish, French, and Arabic.

    1. Select the language to be added and click Add. The language is added successfully.
    2. Click Set As Default to set a language as the default language.
    3. Click Save to save the language setting.

  3. Click to create an IVR voice or video file.

    • Name: file name, which is customized. The value cannot contain special characters.
    • Usage Scenario: This parameter is used to distinguish uploaded files. The options are as follows:
      • IVR: A voice file, video file, or TTS can be created, which is used for flow configuration.
      • tone: Only a voice file can be created, which is used for agent ringback tone configuration.
      • error: Only a voice file can be created, which is used for configuration of the Breakdown Voice tenant space feature.
      • questionnaire: A voice file or TTS can be created, which is used for IVR survey configuration.
      • Voice notification: A voice file or TTS can be created, which is used for interface configuration.
      • before reporting employee ID and after reporting employee ID: Only a voice file can be created, which is used to play the employee ID when a customer is connected to an agent.
      • Virtual Human: An image or video file can be created, which is used for Avatar Reply diagram element configuration (when the 2D Digital Man feature has been enabled for the tenant).
    • Language: Only the default language set in the language configuration is displayed. You can click to add a language.
    • File type
      • Select a voice file

        Upload File: The MP3 and WAV formats are supported, and the file size cannot exceed 12 MB. Voice file format: 8-bit, 8 kHz, 64 kbps, mono. You can set voice files or texts in different languages at the same time. The maximum length of a voice file or text is 1024 bytes. During voice playback, the system automatically plays the corresponding voice file based on the language selected by the user.

        Online Recording: The recording duration cannot exceed 2 minutes.
        1. Currently, the UAP supports only WAV (8 kHz, 8-bit) voice files. MP3 voice files can be uploaded on the GUI, which are converted to voice files supported by the UAP in the system.
        2. Only voice files are supported for voices before and after the employee ID. The file size cannot exceed 1 MB.
      • Select a video file: When Usage Scenario is set to IVR, the video file to be uploaded must be in 3GP format, and the file size cannot exceed 5 MB. When Usage Scenario is set to Virtual Human, the video file to be uploaded must be in MP4 format, the file size cannot exceed 5 MB, and the resolution cannot exceed 720p.
      • Select an image file: This file type is available only when Usage Scenario is set to Virtual Human. The image to be uploaded must be in JPG, PNG, or JPEG format, the file size cannot exceed 2 MB, and the resolution cannot exceed 720p.
      • TTS: Enter a text to be converted to a voice. The maximum length is 1024 bytes.

        If Usage Scenario is set to Voice notification, pay attention to the following points:

        • Text: The maximum length is 500 bytes. Variables are supported. The variable values can be filled in by the templateParams parameter in the voice notification API (V2.0.0).

          Text content requirements:

          1. The template content cannot start with a variable.
          2. The template content can contain a maximum of 500 bytes.
          3. A variable can contain a maximum of 32 bytes. (If a variable contains more than 32 bytes, you are advised to split it into multiple variables.)
          4. The following variable formats are supported:
          • ${TXT_Number}: String. Number indicates the maximum number of characters in the string. For example, ${TXT_9} indicates a string of a maximum of nine characters.
          • ${NUM_Number}: Number. Number indicates the maximum number of digits for this variable. For example, ${NUM_6} indicates a maximum number of six digits.
          • ${DATE}: Date, in the format of YYYY/MM/DD. YYYY indicates the year, MM indicates the month, and DD indicates the day. An example is 2017/07/16.
          • ${TIME}: Time, in the format of HH:MM or HH:MM:SS. HH indicates the hour, MM indicates the minute, and SS indicates the second. Examples are 14:30 and 14:30:30.

          Template examples:

          • Example 1: Dear ${TXT_8}, your initial password is ${NUM_6}.
          • Example 2: Please pick up your express delivery before ${TIME} on ${DATE}.

            ${TIME} and ${DATE} must be separated by " on ".

        • timbre: Voices can be played based on the selected timbre. The options are Graceful, Mature, Soft, Sweet, and Natural.
        • speed: Voices can be played based on the selected speed. The value ranges from –200 to 500.
        • volume: Voices can be played based on the selected volume. The value ranges from 0 to 100.

  4. Click OK.

    The submitted voice file or video file is in the To Review state. It can be associated with an IVR flow only after being approved.

    • If Voice resource review mode is set to Auto Pass for the tenant, the review status automatically changes to Approved after the voice resource is uploaded and submitted.
    • An IVR voice that has been associated with IVR flow diagram elements cannot be deleted. You can click View to view the flows that reference the IVR voice.
    • After a tenant expires, the AICC automatically deletes all voice and video files created by the tenant.

  5. Click Preview.

    1. Click to play the voice or video file.

  6. (Optional) Click Updates to update the IVR voice file or video file.

    Figure 1 Updating the file
    • Only approved voice and video files can be updated.
    • Voice files whose Usage Scenario is before reporting employee ID or after reporting employee ID cannot be updated.
    • After an updated voice or video file is approved, it is synchronized to IVR flows that reference the original voice or video file.

  1. (Optional) Different tenants have different requirements for TTS servers from different vendors. A system administrator can create multiple TTS servers. For details, see "Managing Servers" and "Managing TTS and ASR" under "Intelligent Flow Configuration Guide > System Administrator: Managing Tenants and Systems" in AICC **** Product Documentation ** at the Huawei support website.
  2. Click View References.

    You can view the IVR flows or resource templates that reference the resource.