Creating a Custom Message from the Callout Create Page

Custom messages can be used with callouts to convey further information to employees being called. The creator of the message determines its content. For example, the message can have information as to whom to call when the employee accepts the callout, or just contain more information about the trouble. You can create a custom message from the custom message page, which can be accessed from the Callout tab and the SIREN tab (for companies who use SIREN). Some customers have the ability to also create custom messages on the callout create page. This is a huge convenience just in case the available custom messages do not contain the information needed for the callout.

Solution

To create a custom message from the Callout Create Page:

1. Click the Callout tab. The Callout screen displays.
2. Click the Create button. The Callout Create/Edit page displays.
3. Click the Enable Wave2Web/TTS link under the Custom Msg dropdown, to create a new custom message.
4. Click the TTS button to create a new custom message using the Text-to-Speech functionality. The page readjusts and a textbox displays in the Custom Msg section.
5. Type the message in the textbox in the Custom Msg section, below the Custom Msg dropdown.
6. Select the gender of the voice from the Voice dropdown.
7. Select the speed from the Speed dropdown, medium usually works the best.
8. Click the Convert button.
   Note: If custom message text is used on the Callout Create page, a pop-up appears asking if the text-to-speech text should be copied to the Custom Msg Txt field. Click OK to copy the text or Cancel to not copy the text.
9. Click the Play button to verify the information. Repeat steps 5-9 until satisfied with the recording.
10. Click the Upload when you are satisfied with the message. A pop-up appears asking for a message description.
11.  Click OK on the pop-up.
12. Type a description for the new custom message where the Custom Message dropdown was.
13.  Click the OK button next to the textbox. The page refreshes with the new custom message selected.

Note: It is very important that the name of the custom message is descriptive of the content of the message. It is also important to not overwrite an existing custom message. If an existent custom message is overwritten, any callout utilizing that custom message will use the new-recorded message. If older callouts that used the custom message that is now overwritten are re-opened, all calls made will use the new-recorded message. This can cause confusion as well as other issues, especially if the new message content is entirely different than the previous message’s content.