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Background ambient noise

Various forms of noise have become part of the user experience when making a phone call. But there are no background sounds in the dialog using synthesized speech. The customer becomes uncomfortable with periods of silence in between what the bot is saying.

tip
You can connect contact center sounds as background for the phone channel.

How do I connect the background ambient noise​

  1. Contact your account manager to request that you activate the option to use background noise for call campaigns.
  2. Go to the telephone channel settings. Slide the Use contact center background ambient noise switch to the active position.

The contact center background noise will be applied to all calls that are made using this phone channel. The background ambient noise will be turned off when transferring to the agent.

FAQ​

Background ambient noise volume​

Question: Is it possible to make contact center background ambient noise quieter?

Answer: If you are using the cloud version of the platform, this option is not yet available. If you are using JAICP On-premise, this can be done. To do this, specify in the call-center-noise.noise-data parameter a file with the desired audio volume. You can use a local file or a link to a file.