• Look for the IVR you need to configure and click on the Edit button.
  • Click on Configure Audios.


3. Configure it with your own audios:

  • Greeting*: the first message played when a person calls your number.
  • Voicemail*: the message that will be played to let the caller know the call was forwarded to voicemail.
  • Busy*: played when all agents are busy on another call. After this message is played, the Queue Music/Message will be played afterwards. 
  • Queue Music/Message: it will be played repeatedly while the caller waits to be attended by an agent. If they press the star key during this message, they will be redirected to Voicemail.
  • Music/Message on Hold: can be a music or any message that will be played if the caller is put on hold, or as ringback tone while the call is being transferred to an agent, group or number.
  • Closed*: played when a call comes outside of business days/hours. After this message is played, the voicemail machine (without the voicemail message) will kick in.
  • Invalid Option*: played when the caller presses an invalid option in your IVR. This message is optional and if none is present, the Greeting message will be repeated. 


 (*) this audio message will be played in full before the call is forwarded to the corresponding agent, service or number. Have in mind that longer than 30 seconds messages will become detrimental to the caller's experience and that you may want to keep it as short as possible.

You can:

  1. Upload from your computer: wave (.wav) and mp3 files are supported.
  2. Record them using your microphone.
  3. Select pre-recorded audios and drag them to the corresponding boxes.
  • You should repeat the same steps for every level of IVR you create, as the IVR sub-levels will have its own audio configuration.

If you have any questions please contact support@toky.co or start a chat from our website.

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