Only users with administrator privileges can access the GEM-PHONE menu and make changes to the configurations (gear icon).
On the Greeting tab, you can customize the following settings:
2. welcome greeting (incoming calls).
1. Default Language
In this tab, you will find the following options:
| Setting | Objective |
|---|---|
IVR Language |
The phone system will use this language when addressing callers (greeting, “connecting you to…,” voicemail). |
| Ask callers to choose their language at the start of the call | Enabled a language selection prompt for callers. |
| Languages offered | Specifies the languages offered (order = digit to press) |
| Announced company name ("Welcome to …") | Enter the name of the company to be announced at the beginning of the call. |
2. Welcome Greeting (Incoming Calls)
In the Welcome Message (incoming calls), you will see the language option(s) you selected in the previous menu. This is what the customer hears when they call. Priority: audio message (recorded or MP3), otherwise text read by the text-to-speech synthesizer, otherwise the automated message listing the departments. In our example, we have selected two options. You will see the following sections:
System Voice (AI);
Option 1 (IVR Language 1);
Option 2 (IVR Language 2).
- System Voice (AI)
The voice that reads all messages: welcome message, language menu, voicemail, and on-hold message. Change it and click Apply—everything is automatically updated. The Play button lets you listen to each voice before choosing one.
- Option 1 (IVR Language 1)
This section lets you configure the Welcome message that callers hear when they contact the company.
| Button/function | Description |
|---|---|
Current Audio File |
The player at the top of the page displays the audio message currently in use. Important: As long as an audio recording exists, the text entered below will not be used. Delete the existing recording using the trash can icon before enabling a text-based message. |
| Message Type | Choose how the greeting message is played. |
| Text (Standard Voice) | Converts the written message to speech using a standard voice. |
| Text (AI Voice) | Uses an AI-generated voice to read the message. |
Message Text |
Enter or edit the greeting that callers will hear, including menu options such as the number to dial to reach sales or customer support. |
| Use This Text (AI Voice) | Generates and activates the message using the text displayed and the selected AI voice option. |
| Automatic Text | Automatically generates a suggested greeting message. |
| Reset (automatic message) | Restores the automatically generated default message. |
Use this section to customize the caller experience while ensuring that the greeting message matches your phone menu and extension settings.
- My Audio File (MP3 / Microphone)
This section explains how to use your own pre-recorded audio file for the greeting message. Select My Audio File (MP3 / Microphone). Choose this message type to use a custom recording instead of text-to-speech. Click Upload an MP3, select an MP3 file from your computer, and import it as your greeting message.
You can also use the Record feature to create a new greeting message directly using a microphone. Once a custom audio message is enabled, the text-based greeting message is no longer used. To revert to a text-generated message, first delete the existing audio recording, then select one of the text options.
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