Supported File Formats

Who should read this article: Administrators, Supervisors

Voiso supports a wide variety of file types for data interchange, reporting, and for agent and contact facing audio.

Introduction

Voiso lets you import and export data (data interchange), such as Call Detail Records, user settings, phone numbers, Dialer contact lists, and reports using the CSV file format. CSV files can be created or analyzed in spreadsheet and database applications.

Audio files that are played to agents and contacts during voice calls, call flows, and ringing interadtions are managed using the Media page.

The Omnichannel Workspace supports attaching files to conversations.

Data interchange

Voiso uses the CSV file format to handle most simple data interchange. You can import data, such as a list of users or contacts into Voiso using CSV files. Refer to the subsections below for details.

Many of the reports and data generated or used by your Voiso contact center are also available to download as CSV files.

Voiso also supports data export to Amazon SQS and S3, refer to Amazon integration for details.

Call Detail Records

You can export both filtered and unfiltered call and digital interaction records as a CSV formatted file from the Call Detail Records page.

Caller ID risk check

You can download the report on the results of your Caller ID risk check in CSV format.

Dialer campaigns

You can import your outbound calling list into your Dialer campaign using a CSV or XLXS file, or directly from your CRM.

You can export a report on the outcome of your campaign in CSV format.

Historical reports

The following historical reports may be downloaded as a CSV formatted file:

• Agent List
• Agent List – Per Hour
• In-queue Abandons
• In-queue Abandons - Per Hour
• Redial Counter
• ASR by country
• ASR by country by hour
• ASR per Caller ID
• Sensitive Data Access Report
• Wrap-up Codes

Keyword groups

You can export a list of your keyword groups as a CSV formatted file.

You can import a list of keywords into the Keyword groups page using a CSV file.

Multi-factor authentication

You can manage bulk rollout of 2FA by importing a CSV file of user properties into the User page.

Number validator

You can import a CSV file containing a list of phone numbers to be validated into the Number validator.

The Number validator produces a report on your number validation requests that you can download to your computer in CSV format.

Numbers

You can export a list of all your numbers in CSV format from the Numbers page.

Security Access Groups

You can import and export security access groups as a CSV file.

Users

You can import a list of users as a CSV file into the Users page.

You can export a list of users as a CSV formatted file from the Users page.

Media files

Voiso uses media files for audio (voice messages) played on voice calls, music on hold (MOH), and ringtones. Create your media files, then upload them to your Voiso contact center using the Media page.

Voiso supports the following audio formats for media files:

• MP3 (.mp3)
• WAV (.wav)
• OGG (.ogg)
• AAC (.aac)
• FLAC (.flac)
• AIFF (.aif or .aiff)

Refer to the subsections below for information about where media files are used in Voiso.

Dialer campaigns

When you add a new Dialer campaign you can use the Voice message menu to specify an audio file of type Voice Message that is played to a contact who answers a call.

Flows

The Flows feature lets you build call flows using the Flow Builder to add a link different nodes together. The nodes described in the following subsections let you specify audio files of type Voice Message to be played to contacts during the interaction flow.

DTMF node

The DTMF node uses caller input to direct calls to the next node in the flow. Use the Audio file menu to specify a voice message to be played to the caller that describes the available key-press options.

Play Audio node

The Play Audio node enables you to specify a voice message to be played to a caller at any point in the call flow. You can use it to give instructions, welcome callers, or provide other information.

Voicemail node

The Voicemail node enables you to direct a call to voicemail. Use the Audio file menu to specify a voice message informing the caller about their call being directed to voicemail.

Queues

When you create a new queue there are several media files that you can specify for the queue.

Use the MOH menu to select a media file of type MOH, that is played to a contact while they wait to be connected to an agent.

Use the In-Queue Announcement menu to specify a media file of type Voice Message that is played to a contact periodically while they wait in the queue.

Callback

If callback is enabled for the queue, use the following menus to specify media of type Voice Message to play to contacts:

• Use Callback prompt to play a message prompting the contact to press 2 to receive a callback when an agent becomes available.
• Use Callback confirmation prompt to play a message informing the contact that a callback is scheduled and they can hangup.

Postcall Rating

If postcall rating is enabled for the queue, use the following menus to specify media of type Voice Message to play to contacts:

• Use Prior announcement for inbound calls to play a message alerting contacts to stay on the line when the call ends to participate in a brief survey about the quality of service received during the call.
• Use Post call announcement to play a message at the end of the call describing the survey. Callers can press 1 - 5 to rate the call, where 5 is the highest rating.
• Use After survey announcement to play a message thanking the contact for participating in the survey.

System settings

The subsections below describe the media files you can specify for your contact center in the Systems settings page.

MOH

Use the MOH class menu to select a media file of type MOH to specify the music on hold for your contact center. This is the audio that is played to contacts any time their voice call is put on hold.

WebRTC Ringtone

Use the WebRTC Ringtone menu to select a media file of type ringtone to specify the sound played when a voice call rings in the Agent Panel.

Call suppression

Use the Limit reached message menu to select a media file of type Voice Message that is played to an agent when the maximum number of dial attempts to a number is reached.

Users

When you add a new User you can use the WebRTC Ringtone menu to specify the ringtone that plays on the agent's desktop when the user receives a call through the Agent Panel. Choose either the default ringtone or one from a file of type Ringtone.

Omnichannel attachments

The following kinds of files are supported as attachments in the Omnichannel Workspace:

The following file types are supported for each kind of file unless otherwise indicated in the table:

• Photos: .jpg, .jpeg, .png, .gif, .bmp, and .webp
• Videos: .mp4, .avi, .mkv, .wmv, and .mov
• PDFs: .pdf
• Business documents
  • Word documents: .docx
  • Excel spreadsheets: .xlsx
  • PowerPoint presentations: .pptx
• Audio files: .mp3, .m4a, and .wav