Manage Prompts

A prompt is a recorded message that asks the contact to input information. CXone prompts can be pre-recorded audio files or a synthesized voice using the text-to-speech (TTS) service.

Add a Prompt to the Sequence Property

You can add prompts to your script directly to the Sequence property field of any action that supports prompts. You can use this method for recorded audio prompts and TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. prompts. If you're adding a recorded audio prompt, record the prompt before adding it to your script. If you record using a third-party application, upload it the file to Studio.

At any time, you can open the Prompt Manager and continue to edit your audio or TTS prompt there.

TTS (text-to-speech) is limited to 300 characters including spaces.

  1. In your script, select the action you want to add a prompt to.
  2. On the Properties tab, click in the Sequence field and enter the value for the prompt. Click the ellipsis icon to open the String Editor for additional workspace.

    • If you're adding an audio prompt, you only need to add the name of the audio file. For example: "greeting.wav".
    • If you're creating a TTS prompt, use the appropriate formatting for the type of information the value contains. For example: 
    "%Press 1 for account information. Press 2 for order status. Press 3 for billing. Otherwise, stay on the line to speak to an operator."

Add a TTS Prompt with the Prompt Manager

You can also use the Prompt Manager to add a recorded audio prompt.

TTS (text-to-speech) is limited to 300 characters including spaces.

  1. Add a Voiceparams action to your script somewhere before the action that supports TTSClosed Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.. If the properties set by this action will be passed to other scripts, you may want to also place a Voiceparams action in the sub-scripts to ensure that the properties are not ignored.
  2. In the properties of the Voiceparams action (right-click or open the Properties tab with the action selected), click the drop-down in the TTSVoice field and select the automated voice that you want to speak the prompt. You can set a different language in this field.
  3. Double-click the action you want to add a prompt to. It must be an action that supports prompts.
  4. Click Synthesize Text. A Text entry is added to the Sequence field.

  5. In the Sequence Value field, select the default text (The little brown fox) and delete it, then enter text of the prompt you want played when the script reaches this action.  For example, Thank you for calling Classics, Inc. We're here to help you read more.
  6. If you want to create a more complex prompt, you can add numbers, money, dates, time. You can also have words or phrases spelled out letter by letter. In the Sequence Value field, enter what you want the prompt to say. This adds an entry to the Sequence field.

  7. Insert a pause between words or phrases using one of the following methods:

    • Use a recorded file of silenceCreate a WAV file or upload a sound file of silence using the Prompt Manager. Click Play a Wave File and select the silence file. If necessary, click the WAV file in the Sequence field and use the arrow keys to move the prompt to where you want it to be.
    • Use a Wait action—Use one Play action for each segment of the prompt and add a Wait action where you want the silence to be.
  8. Modify entries in the Sequence field if necessary. Select the Sequence field entry and change the content in the Sequence Value field.
  9. If you want to change the order of the items in the Sequence field, select the item you want to move and click the up or down arrows . Prompts are read in order from top to bottom.
  10. Use the Phrase field to type out the entire prompt. This allows you to see the entire prompt in one place, instead of broken into segments in the Sequence field. Content in the Phrase field is for your benefit only. The prompt doesn't speak this text.
  11. Click Apply to save the prompt to the selected action.

Record Audio Prompts in Studio

You can record a voice prompt through the Prompt Manager in Studio. You must have access to a phone to record a prompt with this method. You'll provide the phone number, then receive an automated call that will record what you say.

  1. Double-click the action icon to open the Prompt Manager (must be an action that supports voice prompts).

  2. Click Play a Wave File and select New.

  3. Click NewPrompt().wav in the Sequence field, then type over the default value in the Sequence Value field to rename the WAV file. When you change the name of a file in the Sequence Value field, the name also changes in the list of sequences.

  4. Click the Connect Prompt Manager icon in the toolbar to open the Prompt Manager Login window.

  5. Enter the phone number of a phone that you have access to right now. You will receive a call on that phone so that you can record the prompt.

  6. Click Connect to receive a call from the recording service.

  7. Answer the phone call. Some of the icons in the Prompt Manager toolbar become available and a notification in the toolbar indicates that the Prompt Manager is ready to record. The icons allow you to control the recording during the call.

  8. Click the Record icon A red circle icon that allows you to control the recording of a prompt. to begin recording your prompt.

  9. When you hear a beep from the call, clearly speak your voice prompt.

  10. When you are done recording, click the Stop icon A blue square icon that allows yoou to stop the recording of a prompt. . Don't hang up until you've reviewed the prompt.

  11. To review your recording, click the Play icon A green triangle icon that allows you to play the recorded prompt back. .

  12. If the voice prompt is acceptable, hang up the phone. If it is not acceptable, click the Record icon to record the prompt again.

Add an Audio Prompt with the Prompt Manager

After you record or upload a new audio prompt, you can add it to the action you want to play that prompt.

  1. Double-click the action you want to add the prompt to.
  2. In the Prompt Manager, click Play a Wave File and select Browse.
  3. Select the prompt you want to play and click OK.
  4. Click Apply to save your selection and close the Prompt Manager.

Edit Prompts in Studio

The Wave Editor allows you to trim unwanted audio from the beginning and end of a WAV file.

  1. Double-click an action that supports prompts. The prompt manager may already be open if you just recorded a prompt.
  2. Click the Edit Wave icon in the toolbar to launch the Wave Editor.
  3. Select the WAV file that you want to edit from the Prompts column.
  4. Click the left mouse button to highlight the beginning of the prompt that you want to trim out.
  5. Click the right mouse button to highlight the end of the prompt that you want to trim out.
  6. You can check that you've trimmed the appropriate amounts of audio by clicking the green Play icon to play the prompt with the highlighted sections you want to remove.
  7. Click Edit>Trim to remove the highlighted sections of the WAV file.
  8. Save your changes.

Upload Audio Prompt WAV Files

If you use a third-party audio application to record a prompt, you can upload it in Studio. You can also download any prompt file, including one created with the Prompt Manager. Any prompt you upload must be the supported audio format.

Supported audio file type:

  • WAV (Uncompressed) with the following properties:
    • Bit Rate — 64 kbps
    • Audio sample size — 8 bit
    • Channels — 1 (mono)
    • Audio sample rate — 8 kHz
    • Audio format — CCITT μ-Law

  1. On the Files tab in Studio, expand the Prompts folder.

  2. To download a prompt, drag the prompt file from the Studio file browser to the desktop or a folder on your computer.

  3. To upload a prompt, drag the prompt file from the file browser on your computer to the Files window in Studio. Click the Refresh icon and verify the prompt's Date Modified field has been updated.