---
title: "Record Messages for Call Centers"
canonical: "https://tech.calpoly.edu/space/CPKB/1917879026/Record%20Messages%20for%20Call%20Centers"
format: markdown
---
Messages should be prerecorded to help with workflow during an emergency, outage, or campus/office closure. In order to create or change messages played for callers using the Mitel Call Centers, an audio file needs to be created and submitted to Voice Services via Support Center tickets. 

> ✅ **Prepare Before Recording Messages**
> ✅ 
> ✅ - A headset with a microphone is recommended for this process.
> ✅ - Go to quiet location like a conference room to do your recording.
> ✅ - Prepare a script text for your specific message as desired.
> ✅ - Current frequently used scripts can be found [HERE](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/1917879077).

> 📝 **Software Needed**
> 📝 
> 📝 Audacity, is a free, open-source, cross-platform audio software. 
> 📝 
> 📝 - It can be installed on Cal Poly state-owned computers via [Self Service](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/1683718145) on Macs
> 📝 - It can be installed on Cal Poly state-owned computers by submitting a [General Support Request](https://calpoly.atlassian.net/servicedesk/customer/portal/2/group/8/create/30) on Windows PCs.
> 📝 - Download and install the version appropriate for your computer here:   
> 📝 [http://www.audacityteam.org/download/](http://www.audacityteam.org/download/)
> 📝 - Refer to the Audacity manual for help getting started/using the software here:   
> 📝 [Audacity Manual (audacityteam.org)](https://manual.audacityteam.org/index.html)

**There are Several Different Types of Recorded Messages**

<details>
<summary>Click to view a listing of message recording types</summary>

Opening greetings to closed messages and several unique ones in between like…

- **Pearls of Wisdom - **Recordings played while the user is waiting for an agent.
- **Avalanche Messages** - Play during business hours before speaking to an agent, alert callers to specific statuses within the system, like
  - closed due to weather,
  - high wait times or closed due to power outages, or
  - other emergency, outage, or campus/office closure situations.
</details>

### Record a Message

<details>
<summary>Click to view how to record...</summary>

Open Audacity and click  **File > New** to open a new Project.

1. Set **Project Rate (Hz)** to *8000*
2. Set **Recording Channels** to *1 (Mono) Recording Channel*
3. Click the Record button to start recording.
4. Click the Stop button to stop recording.
5. Click Play to listen to your recording.
6. Repeat steps 1-5 as needed until recording is as desired.
</details>

### Export Messages

<details>
<summary>Click to view how to export...</summary>

1. Click File > Save Other > Export As WAV
2. Change Settings:
  1. Set **File Name** as appropriate (Ex: Outage - WiFi)
  2. Set **save location**
  3. **File Type**: Other uncompressed files
  4. **Header**: WAV (Microsoft)
  5. **Encoding**: A-Law
3. Click OK on Edit Metadata Tags (no changes needed)
</details>

### Edit a Message

<details>
<summary>Click to view how to edit...</summary>

To edit an avalanche message a new audio file must be recorded first. This usually takes some time to do.

1. Go to [https://solidus.calpoly.edu/scheduler](https://solidus.calpoly.edu/scheduler) *(requires **[VPN connection](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2425047)** from off-campus)* and log in with your SOLIDUS credentials.
2. On the menu, point at **Avalanche message **and click **Voice Prompts**.
3. Next to the message you want to edit, click on the pencil to edit.
4. Under **Edit Voice Prompt**, select the message you would like to make edit:
  - Outage - Email & Calendar
  - Outage - High Wait Times
  - Outage - Limited Network
  - Outage - Portal
  - Outage - Wi-Fi
5. Click the **Choose File** button, select your file, then click the **Upload file** button.
6. Click the **Update **button to update with the new file.
</details>

### Create a new Avalanche Message

<details>
<summary>Click to view how...</summary>

To create a new avalanche message (upload a new audio file) a new audio file must be recorded first using the **Record a Message** instructions above.

1. Go to [https://solidus.calpoly.edu/scheduler](https://solidus.calpoly.edu/scheduler) *(requires **[VPN connection](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2425047)** from off-campus)* and log in with your SOLIDUS credentials.
2. On the menu, point at **Avalanche message **and click **Voice Prompts**.
3. At the bottom left of the page, click **Create a new voice prompt**.
4. Type a name for the new message in **Voice prompt name **field.
5. Click the **Choose File** button, select your file, then click the **Upload file** button.
6. Click the** Create **button to update with the new file.
</details>

### Activate/De-activate a Pre-recorded Avalanche Message

<details>
<summary>Click to view how to activate/deactivate...</summary>

** Activate a Message**

1. Go to [https://solidus.calpoly.edu/scheduler](https://solidus.calpoly.edu/scheduler) *(requires **[VPN connection](https://calpoly.atlassian.net/wiki/spaces/CPKB/pages/2425047)** from off-campus)* and log in with your SOLIDUS credentials. Use the same credentials as you would for logging into Desktop Manager. If you do not have credentials, contact Jason Holt or ITS Voice Services.
2. On the menu, click on **Avalanche message**. Next to **Service Desk**, click on the pencil to edit.
3. Under **Edit Active Message**, select the message you would like to make live
4. Click the **Save** button. Your message is now live.

** De-activate a Message**

1. Go to [https://solidus.calpoly.edu/scheduler](https://solidus.calpoly.edu/scheduler) and log in with your credentials.
2. On the menu, click on **Avalanche message.**
3. Under **Edit Active Avalanche Message**, select (None).
4. Click the **Save** button.
</details>