Note: As our world comes together to slow the spread of COVID-19 pandemic, the Zoom Support Center has continued to operate 24x7 globally to support you. Please see the updated Support Guidelines during these unprecedented times.



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

Overview

You can use the Zoom Phone audio library to select. record, or upload custom audio for various Zoom Phone prompts. These prompts are usually played before routing the call.

This article covers:

Prerequisites

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

Note: Recording custom audio is not supported on IE.

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

You can use custom audio for these settings. Click the links for more information.

Note: If you set an auto receptionist's, call queue's, or IVR's Voicemail Greeting when routing to another extension's voicemail, it will override the greeting set for that extension. 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.

Auto receptionists

  • Greeting prompt: Plays during business hours or closed hours before the auto receptionist routes calls.
  • Voicemail Greeting: Plays before routing to a voicemail inbox of an extension.
  • Message: Plays a custom message then hangs up the call.

IVRs

  • Audio prompt: Explains the IVR menu to callers. The IVR's audio prompt plays after the associated auto receptionists's greeting prompt.
    Note: If you have a multi-level IVR system, you can disable audio prompts to avoid playing multiple audio prompts for callers.
  • Voicemail Greeting: Plays before routing to a voicemail inbox of an extension.

Call queues

  • 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.
  • Voicemail Greeting: Plays before routing to a voicemail inbox of an extension.
  • Disclaimer prompt (Play a prompt to call participants when the recording has started): Warns call participants that the call will be automatically recorded. This can be customized in a call queue's policy settings.

Phone users

  • Voicemail Greeting: Plays before routing to a voicemail inbox of the phone user. Admins or phone users can customize this greeting.
  • Disclaimer prompt (Play a prompt to call participants when the recording has started): Warns call participants that the call will be recorded (ah hoc or automatic recording). This can be customized in a phone user's policy settings.

Account-level audio

These settings can only be customized at the account level.

  • 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.

Accessing the audio library

After finding the audio settings you want to customize, you can access the audio library.

  1. Click Audio Library.
  2. 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.

Note: Recording custom audio is not supported on IE.

  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.