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Using the audio library to select, record, or upload custom audio Follow

Overview

Recorded or uploaded audio will be added to your Zoom Phone audio library. You can use the Zoom Phone audio library to select. record, or upload custom audio for the following:

This article covers:

Prerequisites

  • Pro, Business, Enterprise, or Education account
  • Account owner or admin privileges
  • Zoom Phone license

Limitations

Before using the audio library, take note of these limitations as an admin:

  • You can have up to 50 recordings or files in your audio library.
  • You can only see your own audio library and will not be able to view or select from other admins' or users' audio libraries.
  • You can play the current custom audio that is set for the extension. For example, if you view a call queue's settings, you can play the current greeting prompt.

Accessing custom audio settings

Navigate to one of these locations depending on which audio you want to customize.

Greeting prompt (auto receptionists)

The greeting prompt plays during business hours or closed hours before the auto receptionist routes calls.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Auto Receptionists.
  3. Scroll down to the Business Hours or Closed Hours section.
  4. Next to Greeting Prompt, click Audio Library.
    Note: Allow Zoom to use your microphone if prompted by your browser.
  5. Select an existing audio file in your audio library. Alternatively, follow the steps to record custom audio or upload an audio file.

Voicemail greeting, custom message, or IVR audio prompt (auto receptionists)

You can customize the following audio when selecting a routing option for an auto receptionist:

  • Voicemail greeting: Plays before routing to a voicemail inbox to user, call queue, or another auto receptionist.
    Note: This greeting will play instead of the greeting set by the user, call queue, or other auto receptionist.
  • Custom message: Plays a custom message then hangs up the call.
  • IVR audio prompt: Plays before routing to another IVR. If the second-level IVR also has an audio greeting, that will play as well. You can disable one of the greetings to avoid having both greetings.
  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Auto Receptionists.
  3. Click Edit next to Interactive Voice Response (IVR) to customize your IVR options.
  4. Click Audio Library if you have selected one of these routing options: Voicemail, Message, or Interactive Voice Response (IVR).  
    Note:
    • Allow Zoom to use your microphone if prompted by your browser.
    • If you're routing to a phone user's voicemail, select Follow User Voicemail Greeting in the drop-down menu to use the phone user's greeting instead of selecting a replacement.
  5. Select an existing audio file in your audio library. Alternatively, follow the steps to record custom audio or upload an audio file.

Greeting prompt and music on hold (call queues)

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Call Queues.
  3. In the Business Hours section, click Audio Library next to these settings:
    Note: Allow Zoom to use your microphone if prompted by your browser.
    • Greeting Prompt: Plays before routing the caller based on the call distribution method.
    • Audio While Connecting: Plays for the inbound caller waiting to be routed to an available member.
    • Music on Hold: Plays for the inbound caller when they're placed on hold by a call queue member.
  4. Select an existing audio file in your audio library. Alternatively, follow the steps to record custom audio or upload an audio file.

Hold music and audio while connecting (all phone users)

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Company Info.
  3. Click Audio Library next to one of these settings:
    Note: Allow Zoom to use your microphone if prompted by your browser.
    • Hold Music: Plays for the other party when a phone user places the call on hold.
    • Audio While Connecting: Plays for inbound callers when they are trying to reach a phone user.
  4. Select an existing audio file in your audio library. Alternatively, follow the steps to record custom audio or upload an audio file.

Disclaimer prompt for automatic call recordings (phone users or call queues)

The disclaimer prompt warns call participants that the call will be recorded.

  1. Sign in to the Zoom web portal.
  2. Navigate to your phone users or call queues:
    • In the navigation menu, click Phone System Management then Users & Rooms.
    • In the navigation menu, click Phone System Management then Call Queues.
  3. Click the name of the phone user or call queue with automatic call recordings enabled.
  4. Click the check box to enable the disclaimer prompt, then click Audio Library.
  5. Select an existing audio file in your audio library. Alternatively, follow the steps to record custom audio or upload an audio file.

Recording custom audio

Follow these steps to record custom audio directly in the Zoom web portal. You must have a functioning microphone to record.

  1. Click Add Audio.
  2. Click the Record by Computer tab.
    Note: Allow Zoom to use your microphone if prompted by your browser.
  3. Follow the on-screen instructions to test and adjust your microphone volume, then click Next.
  4. Click Record to start recording audio.
  5. Click the red icon to stop recording.
  6. Click one of these options (optional):

    • Play icon: Play the audio you recorded.
    • Rerecord: Rerecord if you are not happy with the result.
    • Download: Download the recorded audio as a WAV file.
  7. Click Add to add the recording to your audio library.
  8. Click Use the Audio.

Uploading an audio file

If you can already recorded audio, follow these steps to upload it to the Zoom web portal.

Tip: If you previously recorded and downloaded an audio file using the Zoom web portal, you can follow these steps to upload the audio file and re-use it.

  1. Click Add Audio.
  2. Click the Upload tab.
  3. Click Upload and select a supported audio file.

    Note: Click the ? icon to view requirements for the audio file. If your audio file doesn't meet the requirements, it can still be uploaded and played in the web portal but won't play when someone calls in.
  4. Click Use the Audio.