Purpose and location
Upload and prepare prompts, announcements and music-on-hold sources.
Open Call management → Media Library. The available controls depend on the active edition, module entitlement, role and tenant scope.
Before you start
Write down the current source and destination path before editing it. Keep a registered test extension, a rollback destination and Calls & Reports open for validation.
Capture the current value or export the affected records before a bulk or routing change. This gives the operator a precise comparison point and makes a supported transaction undo easier to assess.
Step-by-step workflow
Complete the steps in order. Do not combine an initial configuration with unrelated cleanup; small, attributable changes are easier to test and reverse.
- Upload licensed audio.
- Preview and normalize it for telephony.
- Assign a clear purpose and language.
- Replace in-use media only after checking dependencies.
Field reference
Use the reference below while completing the form. Fields hidden by edition, module entitlement or role are intentionally unavailable to the signed-in user.
- Name
- Reusable media label.
- Purpose
- Prompt, announcement, greeting or music on hold.
- Language
- Locale used to group prompts.
- Converted format
- PBX-ready sample rate, channels and codec.
- Used by
- Modules referencing this asset.
Acceptance checks
A saved record is only the beginning of validation. Run every relevant check below and retain the call-session ID, time and result when telephony is involved.
- Preview the converted asset, not only the source file.
- Call each referenced IVR, queue or hold service and listen from a telephone endpoint.
- Confirm replacement media keeps the expected language, loudness and duration.
Common mistakes and safe recovery
If a check fails, stop adding changes. Restore the previous value or use a supported transaction undo, regenerate PBX configuration, then repeat the smallest failing test.
- Upload only media you are licensed to use.
- Do not delete an asset until the dependency list is empty or every reference has been replaced.
What to include in a support case
Provide the tenant, module and object name, local time with timezone, expected result, observed result and the most recent successful state. For a call problem, include the logical call-session ID and the redacted SIP/SDP text diagnostic before requesting PCAP.
Never paste passwords, private keys, raw license payloads or unredacted customer media into a ticket. Use the one-time diagnostic grant and attachment controls when support requests additional evidence.