Audio sequences overview

AI-generated summary

Genesys Cloud enables users to create ordered sequences of audio elements for caller playback, incorporating .wav files, text-to-speech (TTS), or audio derived from call attributes such as ANI (caller's telephone number), Caller ID (caller's name), and DNIS (dialed telephone number). Audio sequences can be implemented across multiple call flow areas, including initial greetings, menu prompts, transfer actions, re-prompt audio for dial-by-extension functions, and task sequences such as Play Audio, Collect Input, Dial by Extension, and Transfer. The platform provides two configuration approaches: the Sequence Builder for simple sequences and the Custom Expression Builder for more complex implementations. The Edit Audio Sequence dialog box facilitates management of element ordering, addition or deletion of elements, and configuration editing. Additional capabilities include support for alternate audio sequences configured for different languages and grammatical gender parameters that control how TTS renders gender-specific content in supported languages during runtime.

Using audio sequences, you can set up an ordered sequence of audio elements to play to the caller. Each audio element can consist of an audio .wav file, TTS (text to speech), or audio generated from a specific call attribute. Commonly used attributes include, but are not limited to:

ANI—the caller’s telephone number
Caller ID—the caller’s name
DNIS—the telephone number that was dialed

You can build audio sequences in several areas of the call flow, including:

The initial greeting in the main menu
Menu prompts for callers in the main menu and all other menus in the call flow
Audio to re-prompt the caller when dialing by extension
Transfer actions, which offer optional pre-transfer audio configuration
In task sequences such as Play audio, Collect Input, Dial by Extension, and Transfer

For more information, see the following articles:

Page	Features you can configure
Work in the Edit Audio Sequence dialog box	Set up an ordered sequence of audio elements to play to the caller.
Set up an audio sequence	Build simple audio sequences in Architect’s Sequence Builder, or create more complex sequences using expressions in the Custom Expression Builder.
Manage an audio sequence	Arrange the order of elements, add or delete elements, and edit an element’s configuration.
Enable an alternate audio sequence	Configure and order the audio sequence for other configured languages.
Disable an alternate audio sequence	Cancel an alternate audio sequence.
Grammatical gender in audio sequences	Configure parameters that specify how TTS plays a supported language’s gender-specific content back to the caller at runtime.