Overview

When wanting to upload recordings used for answering and voicemail recordings, you may find that the process for uploading these files has changed.  This article provides information as to why it has changed and how to currently upload these audio files to the Nucleus platform.  

Solution

Prerequisites

• Access to Nucleus platform

In December of 2020, the Nucleus platform was updated therefore some of the displayed information and navigation will have changed from prior to this change.  This includes the process to upload audio prompts and voicemail messages for your customers to hear.  

To change your audio prompt messages follow the steps below: 

1. Log into your Nucleus platform.  
   
   
2. Select your main service configuration.  
   
   
3. Edit your main inbound service number.  
   
   
4. In the Edit page that comes up, the Audio File section will show the current setting.  
   
   
   
   
5. The Update button will allow you to change this setting.  
   
   
6. Once In the Audio File edit area, Select the dropdown for Style and review the options.  
   
   
   
   
7. The options are as below:
   Not Configured:  Default
   Recorded: This option gives you a phone number to call in to and record your audio message.  
   Uploaded:  This option gives you a prompt to upload an audio file. The audio file to be uploaded must be in .mp3 or .wav format. Any other format must be converted to one of these two before upload.

To change your Voicemail Settings follow the steps below: 

1. Log into your Nucleus platform.  
   
   
2. Select your main service configuration.  
   
   
3. Navigate to your destination number areas.  (This process will vary per customer and setup)
   
   
4. Once in the service area for your destination numbers, select Update in the Voicemail Settings line.  
   
   
   
   
5. In the Configure Voicemail area, you are given options for setting up the voicemail for the destination numbers.  
   
   
6. Time of Day:  Here you can choose between the following: 
   Use the same voicemail settings during working and out of working hours. 
   DIfferent voicemail for out of working hours:  Allows separate configuration for this. 
   Different voicemail for busy or unanswered calls:  Allows separate configuration for this.  
   
   
7. Message: Here you can choose between the following: 
   Play the audio message only:  This selection plays the audio message only.  
   Take a message and email as attachment:  This will provide additional configuration options for the email address and email group. 
   
   
8. Audio Prompt:  Here you can choose between the following: 
   System Default:  This is a prerecorded default message.  
   Recorded: This option gives you a phone number to call in to and record your audio message.  
   Uploaded:  This option gives you a prompt to upload an audio file. The audio file to be uploaded must be in .mp3 or .wav format. Any other format must be converted to one of these two before upload.
   
   
9. Be sure to save your settings, especially with new Time of Day options.  

Testing

Once the solution steps above are applied your audio prompt and voicemail messages will be uploaded, if that is the option you chose, and you can call your main number and listen to the messages and ensure they are to your satisfaction.