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Use the audio library

Upload or record a sound clip or music file in your audio library to enhance the customer experience. You can also share tailored messages with these features.

GoTo Admin

If you're an admin who signs in at https://admin.goto.com, these steps are for you.
Before you begin: You must have an admin or super admin role to perform this task.
It is your responsibility to ensure compliance with your country's Digital Rights Management Laws when uploading copyrighted files.
  1. Sign in to GoTo Admin.
  2. From Phone system (phone in a cloud) icon Phone system > Audio library, choose what you want to do: .
    • Select + Add audio to add a sound clip or hold music.
    • Select + Add playlist to add a playlist. Watch video.
  3. If adding a sound clip or hold music file:
    1. Enter a name and description.
    2. Use the drop-down menu to choose the type of media:
      • Sound clip: Usually a recorded custom message.
      • Hold music: Usually an uploaded music file.
    3. Choose how you want to add the media:
      • Text to speech: Convert a written message into human-like speech using an imitative male or female voice. Choose from over 90 languages and a variety of voices and background music to enhance your audio. Select Preview my message to listen the text to speech sound clip. Watch video
      • Upload: Select Browse files or drag and drop an MP3, WAV, or ULAW file. We recommend .wav, 16-bit mono, 8000 Hz. File sizes should not exceed 150 MB. Watch video
      • Record: Recording will start immediately when selected. Select Stop once you are finished. Select Play button icon to listen to your recording before saving. If you made a mistake, select Cancel to delete the recording and start over. Watch video
    4. Select Save when finished.
  4. If adding a playlist:
    1. Enter a name and then select Save.
    2. From the details page of the new playlist, select + Add to playlist.
    3. Use the search bar to select files from the list of default hold music files.
    4. Select Add when finished.
    5. Repeat as needed.
    6. From Details, select Edit (pencil) icon Edit details to enable/disable Shuffle, and then select Save.
  5. If making changes to an existing media file, select the appropriate tab for the file type, and then select the desired entry to make changes such as adding a hold music file to a playlist, changing the volume for a sound clip, or deleting a playlist.
    Fastpath: For sound clips specifically, you can hover over the desired sound clip entry and then select Edit (pencil) icon to make changes, Play button icon to play it, Download icon to download it, or Trash can icon to it.
What to do next: Add the newly created sound clip or playlist to a dial plan or a call filter.

PBX Administration (classic)

If you're an admin who signs in at https://my.jive.com/pbx, these steps are for you.

Record a sound clip

Play custom messages to your callers in dial plans, call queues, or call filters.

Record from *14

Before you begin: You must have admin, super admin, or prompt permissions to perform this task.
  1. Dial *14 from your phone.
    Note: If you dialed the star code from someone else’s phone that does not have permissions, enter your numerical dialable username given to you by a system admin.
  2. Enter your dialable password (default 0000). This password is separate from your voicemail password and can be changed by dialing *19 from your phone. Watch video
  3. Record the sound clip.
  4. Press # followed by:
    • 1 to accept the recording
    • 2 to listen to the recording
    • 3 to re-record

    Result: The recording will then appear in the list of sound clips. It will be titled with the date and time the message was recorded, but can be renamed by a system admin for easier identification. To preview the sound clip, select Play Icon.

What to do next: To bring your sound clip to life, use it in dial plan, call queue, or call filter. You can also select Export Icon to download the sound clip or Admin Portal Trash Icon to delete it as needed.

Record from Admin Portal

Before you begin: You must have admin, super admin, or prompt permissions to perform this task.
  1. Sign in to PBX Administration (classic).
  2. From the left navigation menu, select Sound Clips > Record.
  3. Select Start Recording.
  4. Select Stop Recording once you are finished.
    Tip: Use Preview to listen to your recording before saving. If you made a mistake, select Re-record to delete the recording and start over.
  5. Enter a Name and Description for the sound clip.
  6. Select Save when finished.
  7. Choose a Normalization Level to ensure consistent volume levels and then select Ok.
  8. To preview the sound clip, select Play Icon.
What to do next: To bring your sound clip to life, use it in dial plan, call queue, or call filter. You can also select Export Icon to download the sound clip or Admin Portal Trash Icon to delete it as needed.

Upload a sound clip

Play custom messages to your callers in dial plans, call queues, or call filters.

Before you begin: You must have an admin or super admin role to perform this task.
  1. Sign in to PBX Administration (classic).
  2. From the left navigation menu, select Sound Clips > Upload.
  3. Choose a supported file from your computer (.wav, .ulaw, .g722, or .mp3).
    Tip: We recommend .wav, 16-bit mono, 8000 Hz. File sizes should not exceed 150 MB.
  4. Optional: Enter a Description of the sound clip.
  5. Select Checkmark Icon when finished.
  6. Choose a Normalization Level to ensure consistent volume levels and then select Ok.
  7. To preview the sound clip, select Play Icon.
What to do next: To bring your sound clip to life, use it in dial plan, call queue, or call filter. You can also select Export Icon to download the sound clip or Admin Portal Trash Icon to delete it as needed.

Upload hold music

Upload any audio files that you have the rights to and use them in a playlist.
Before you begin: You must have an admin or super admin role to perform this task.
It is your responsibility to ensure compliance with your country's Digital Rights Management Laws when uploading copyrighted files.
  1. Sign in to PBX Administration (classic).
  2. From Hold Music > Uploaded Music, select Hold Music Upload Icon to add files to your library.
  3. Choose a supported file from your computer (.wav, .ulaw, .g722, or .mp3).
  4. Choose a Normalization Level to ensure consistent volume levels and then select Ok.
  5. To preview the hold music, select Play Icon.
What to do next: To bring your music file to life, drag and drop it into a playlist.

Create a playlist

Before you begin: You must have an admin or super admin role to perform this task.
It is your responsibility to ensure compliance with your country's Digital Rights Management Laws when uploading copyrighted files.
  1. Sign in to PBX Administration (classic).
  2. From the left navigation menu, select Hold Music > +.
  3. Enter a name and then select Checkmark Icon.
  4. Select the newly added playlist and then choose what you want to do:
    Option Steps
    Add music Drag and drop the music file from your library to a playlist.
    Remove music Select X for the music file you would like to remove.
    Reorder music Drag and drop music files in the desired order.
    Play hold music From Playlists, select the playlist name so it is highlighted. To the right, it will show what music is uploaded to that playlist. Select Play Icon.
    Note: If you previewed a music file, make sure to exit preview mode before dragging it.
    Shuffle a playlist Select Hold Music Shuffle Icon.
    Rename a playlist Select Edit (pencil) icon to rename a playlist and then select Checkmark Icon.
    Delete a playlist From Playlists, hover over a custom playlist and then select Admin Portal Trash Icon.
What to do next: Set your hold music on an individual phone number, line, ring group, call queue or system-wide using your playlist.

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