Media Files Management

Media Files is a library of audio files stored on the account that can be reused throughout Auto-Attendant, making it easier than ever to update prompts and messages to reflect changes like holiday hours or decreased business hours due to weather for enhanced customer experiences.

Rather than uploading a new prompt or message for each route, the user will select an existing audio file from the library. Additionally, new audio files can be uploaded to the account or recorded directly from a browser.

  • Store up to 1,000 media files on the account.
  • Play audio files in the browser to confirm you have the right one.
  • Download media files to your computer.
  • Reuse a single file as many times as needed.
  • Keep track of where each file is being used.

Add Media Files

There are two ways to add media files to the library:

  1. Record new prompts and messages in a browser.
  2. Upload one or more .mp3 or .wav files.

Manage Media Files

Go to Business Cloud > Media Files. Media files are listed alphabetically, each with a name, description, upload date, and usage count. Search by file name or description, click the column headers to sort the table. The buttons on the right can be used to play, download, edit (view), and delete each file.

Media Files 01.png


Audio files that were previously uploaded to an Auto-Attendant have been automatically added to the Media Files library with the description “Auto Import from Auto Attendant.” Edit each file to update the name and description as needed.

Media Files Auto-Import.png

Play Audio

To listen to the audio file in your browser, click Icon Play.png Play. The length of the file is listed on the bottom right.

Media Files Play.png

Download File

To save a copy of the file to your computer, click Icon Download.png Download.

Edit Details

To view and edit the details of a media file, click Icon Edit.png Edit on the right. Here you can update the Name and Description fields and view the file details, including when it was added to the account, who added it, and where the file is being used.

Edit Prompt 1.png

Edit Prompt 2.png


Field Description
Name The file name which is displayed on the Media Files page and in the prompt selection menus throughout the auto-attendant editor. The name must be unique and can include the file type.
Description A description of the file or search terms to help identify the audience, language, purpose, etc. The description is displayed on the Media Files page and included in the search results (up to 1,024 characters).
Uploaded The date and time the file was added to the account.
Uploaded By The name of the person who added the file to the account. If the file was automatically imported from an existing auto-attendant, it will say “Unknown.”
Used In The name of the auto-attendant(s) the prompt is used in.


Delete Media File

Before you delete a media file from the account, there are a few things you should know:

  • Deleting a media file is permanent. If there’s any chance the file may be needed later, download a copy of it first.
  • A media file cannot be deleted while in use. Check to see if it’s being used anywhere, then update the auto-attendant route to use a different media file if needed.

To delete a media file, locate the file and click the Icon Trash Red.png trash icon on the right. When asked if you’re sure you want to delete it, click [Remove] to confirm.

Media Files Delete.png

Assign File to Auto-Attendant

Media files can be used in the Menu, Message, and Directory routes in an auto-attendant. For each prompt, click the drop-down menu and select a media file from the list. To be sure you’ve got the right file, click Icon Play.png Play on the right.

Live auto-attendants must be duplicated or deactivated before the prompts can be updated. See Edit an Auto-Attendant for details.

Media Files AA Prompt.png

Was this article helpful?
0 out of 0 found this helpful