> For the complete documentation index, see [llms.txt](https://docs.pascom.net/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.pascom.net/en/setup/acd/prompts-moh.md). # Custom Prompts and Music on Hold Upload custom prompts and music on hold for use in teams, selection menus, and actions. In many places, you have the option of playing prompts or music on hold to the [caller in your contact center](https://www.pascom.net/en/call-contact-center/) or your switchboard. PASCOM already provides a large number of pre-made prompts. However, it is almost always useful to create your own prompts, e.g. to greet your customers or to announce business hours. {% hint style="success" %} Would you prefer to have your prompts created by a sound studio with a professional speaker? Our sales team will be happy to help you. {% endhint %} ### Creating a New Prompt 1. Log in to the PASCOM Admin UI. 2. In the main menu, navigate to **Call Distribution**. 3. In the submenu, click on **Prompts**. 4. Click the **Add** button. Now the "space" for the prompts is created for the time being. In the **Name** field, enter a unique and descriptive name for the prompt. *Example: "Greeting\_BusinessHours"*. {% hint style="info" %} We recommend that you use a prefix for your own prompts to have a better overview and to find your own prompts more easily later. For example, *CC-businessHours*, where CC stands for the company ChaosConsulting. {% endhint %} Click the **Save & Details** button. After you have created a new prompt or selected an existing prompt, you can edit the details and upload or create the audio files for the various language channels. A separate box is displayed for each language channel (e.g. German (de), English (en)). To create or edit an audio file for a language channel, click the **Edit** button in the respective language channel box. ### Creating or Uploading an Audio File In the editing mask for the language channel, you have three options for creating an audio file: #### Recording a Custom Voice Message via Telephone With this option, you can record the prompt directly via your telephone. 1. Select the option **Record a custom voice message via telephone**. 2. Click on **Save**. 3. You will now receive a release PIN e.g. 423412. 4. Now call the prompt system under \*50 via the telephone or the PASCOM app, enter the PIN and record your prompt. The system automatically uploads the prompt. ![Edit Prompt - Record audio file yourself](https://2713225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVIw0BpSv358R2Pr2HflD%2Fuploads%2Fgit-blob-89e705c5fbba888cd6673ff35df2cc0188e3da6d%2Fown-prompt.en.png?alt=media) {% hint style="info" %} When you have finished recording the prompt, do not hang up, but press the # key to save the prompt. If you simply hang up, the prompt will also be saved, but the background noise of the hang-up will also be recorded, which is usually undesirable. {% endhint %} #### Specify an Audio File from Your File System With this option, you can upload an existing audio file (in WAV format) from your computer. 1. Select the option **Specify an audio file from your file system**. 2. Click the **Choose File** button or drag the file into the area provided using drag & drop. 3. **Allowed file types:** .wav 4. After uploading, the audio file is stored in the PASCOM cloud phone system. ![Edit Prompt - Upload audio file](https://2713225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVIw0BpSv358R2Pr2HflD%2Fuploads%2Fgit-blob-3267d406d7463694332cf652e438472df0bb6a00%2Fupload-prompt.en.png?alt=media) #### AI-Generated Text-to-Speech With this option, you can enter text that is then converted into a voice message by artificial intelligence (AI). 1. Select the option **AI-generated Text-to-Speech**. 2. Enter the desired text in the text field. Make sure that the grammar and pronunciation are correct, as the AI reads the text as it is written. 3. Select a voice from the **Voice 1** drop-down menu. 4. Click the **Save** button. ![Edit Prompt - AI-generated Text-to-Speech](https://2713225-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FVIw0BpSv358R2Pr2HflD%2Fuploads%2Fgit-blob-be042f07745f96530f0046927a2fcba960151e83%2Ftext-prompt.en.png?alt=media) After you have created or uploaded the audio file, you can listen to the prompt using the **Play** button. Click the **Save** button to apply the changes. ### Backing Up Your Own Prompts You can download all your own prompts in a .tar.gz package by clicking on **Action** in the prompt overview and then on **Export Own Prompt Files**. Under **Import Archive with Prompt Files**, you can upload existing prompts all at once. However, these must also be packaged as a .tar.gz archive. ### Adding More Languages By default, the languages German and English are available on PASCOM. If required, further languages can be added. In the Admin UI under the menu item **Settings** > **Languages**, then **Add**. Name the language and enter an abbreviation. After saving, you will see the newly created language in the overview. ### Managing Music on Hold You can find the music on hold in the Admin UI under **Call Distribution** > **Music on Hold**. {% hint style="warning" %} Always clarify the marketing rights of the music you use. Either choose royalty-free music (e.g. the included music) or pay the corresponding fees. Since this music is publicly audible by every caller, you otherwise run the risk of receiving a warning. {% endhint %} {% hint style="success" %} A large selection of licensable music on hold can be found at {% endhint %} In PASCOM, you do not select individual pieces of music to be played, but entire playlists. The playlist (class) **default** is included in the scope of delivery. This includes a piece of music that has been released by the Asterisk developers and is therefore royalty-free. If you tick a playlist, you can display or delete the individual pieces of music under **Action** > **Music Pieces**. If you want to upload new pieces of music for this playlist, select **Action** > Upload **Music Piece**. Compatible formats are **WAV** and **MP3** files. You can also create your own playlists via **Add**. You can then select which playlist is played in the team under Music on Hold, for example. In support, you can play music on hold that refers to your ticket system and in sales, you can present the latest promotions. If you put a caller on hold via telephone, the default playlist is always played. ### Create and Upload Prompts and Music on Hold on a PC For the best possible recording quality, we recommend creating the prompt on a PC and then uploading it to PASCOM. The format of the audio file is almost arbitrary because PASCOM will automatically convert it to the appropriate target formats after uploading. We have achieved the best results by using a standard WAV file as the source. #### Create Prompt with Audacity A good, free and platform-independent program for creating prompts is [Audacity](https://sourceforge.net/projects/audacity/).
Create Prompt with Audacity
The use is quite simple. Select the appropriate microphone (see screenshot "Built-in Microphone"), set the volume and start recording by pressing the red Record button. {% hint style="success" %} Don't be in a hurry. Press the Record button and record the prompt several times in a row. You can then simply trim the prompt by selecting the audio track and then pressing the DEL key. {% endhint %} If you are satisfied with the result, select **File** > **Export** and create a **WAV (Microsoft) 16-bit PCM**. If you want to edit the project again later, it is also recommended that you save it **File** > **Save Project**. #### Add Background Music to Prompts For example, for Christmas prompts etc., it is popular to add background music to them. Audacity is able to manage several audio tracks. Record your prompt as already described and then select **File** > **Import** > **Audio**. Select a piece of music and import it. Audacity then creates a second audio track. If you now press **Play**, you will hear both the recorded prompt and the music. You will notice that the music drowns out the text on the one hand and that it is not nice that the music and the prompt start at the same time. To have the prompt start slightly offset, click in the prompt audio track before the start of the prompt and add approx. 3 seconds of silence via **Generate** > **Silence** ... This measure means that the music starts first and the prompt starts after 3 seconds. To make the music quieter, use the envelope tool. If you click into the audio track with the envelope tool and move the mouse up and down, you will notice that you can change the volume of the audio track. If you repeat this in several places, all the relevant places in Audacity are connected with an envelope line. In addition, small white points appear there.
Create Prompt with Audacity
The end result should look something like this:
Prompt with Audacity
If you are satisfied with the result, select **File** > **Export** and create a **WAV (Microsoft) 16-bit PCM**. The audio tracks are automatically mixed together. If you want to edit the project again later, it is also recommended that you save it **File** > **Save Project**. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.pascom.net/en/setup/acd/prompts-moh.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `build a script that syncs our docs to a CMS` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.