IVR: Sound File Step

IVR: Sound File Step

📂 Upload or select a file from the library

The Sound File Step plays an audio file during an IVR call flow, such as a greeting, announcement, or instructional message, before proceeding to the next configured step.


⚙️ Configuration

🔊 Sound File Upload

  • Upload a new audio file or select from the library of previously uploaded files.

  • Supported Formats: .mp3 and .wav.

🔁 Number of Loops

This setting defines how many times the audio file plays before the IVR moves to the next step, considering that the initial play is counted as the first one in the loop.

Example: Setting the number of loops to 3 means the audio file repeats three times before moving to the next step, such as a menu or voicemail.


⏩ Next Steps

After Playing the File, Go To: Specifies the next IVR step after the audio file has played completely.


🗣️ Text-To-Speech Configurations

The Text-to-Speech (TTS) Step converts written text into spoken audio, generating sound files that can be played during the IVR call flow. 

It supports both 

  • Static text (fixed phrases) 

  • Dynamic text based on the variables fetched from your system through API, such as order ID or caller name, etc. 

This step makes the IVR flow more customized and saves a significant amount of time and effort that would have been spent on voice recording. 

⚙️ Configurations


🌐 Language and Voice

  • Language: TTS at Maqsam supports both Arabic and English languages

  • Voice Gender Options: Male and Female voices are supported for the Arabic and English languages. The gender can be selected according to your preference.


📌 Static TTS Message 

  • Static Text: Enter fixed text to be converted to speech.
    Example: "Welcome to our service" generates a consistent greeting.

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⏩ Next Steps

  • After playing the sound, go to: Specifies the next IVR step, such as routing to a menu or call forwarding.

🔁 Dynamic TTS Message

  • Dynamic Text: It sends all the caller information to the external system, then fetches the full text from this other external system using an API request, then this text gets converted to voice through Maqsam, and the IVR plays the converted voice to the caller.

    The configuration of the dynamic step is as follows

    1. Select the API method

    2. Enter the API endpoint URL

    3. Add headers if needed

    4. The 'Send call data' box can be checked so that caller data is sent along with the API request.

    5. The expected response is a text that Maqsam will convert to a voice message through the call.

Example: "Hello {caller_name}, your order {order_id} is ready" personalizes messages based on caller data.

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⏩ Next Steps

  • After playing the sound, go to: Specifies the next IVR step, such as routing to a menu or call forwarding.

  • If the TTS request fails, go to: In case the dynamic TTS is selected, and the API call, for any reason, fails, the next IVR step is to be configured from here.


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