The Fonolo service uses audio prompts that we provide in English, French, and Spanish. All prompts—for the caller or agent—are customizable using your own voice talent, letting you keep a consistent voice and terminology as your callers transition to Fonolo.
To use your own audio or voice talent, you must provide a voice file for each of the audio prompts listed in the table that you want to use.
Audio files must be in the .wav, 16bit, 8kHz, mono PCM format.
Included are some sample offer messages that our customers have in place. The samples can be used as a guide for recording and uploading the offer message in each queue the call-back will be offered on in your phone system.
Go to How to Upload Audio Prompts for more information on customizing the Fonolo audio.
Go to the Downloads page for a spreadsheet with all the files, suggested messaging and additional information on when the prompts will play during the call-back experience.
English Call-Back Prompts
| File Names | Transcription |
|---|---|
| hfm_agent.wav | Hello, there is a client on the line for you, press one to be connected now. |
| hfm_agent_rescheduled.wav | This call back has been re-scheduled. Good bye. |
| hfm_error.wav | We’re sorry, there was an error placing your call. Please try your call again. |
| hfm_error_retry.wav | We’re sorry, there was an error placing your call. Please press one to try your call again. |
| hfm_input_available.wav | Or press two to hear the client responses. |
| hfm_rescheduled.wav | Your call has been re-scheduled. You will receive a call as soon as an agent is available. Good-bye. |
| hfm_thank_you.wav | We’re calling the client now. Please wait on the line until they answer. |
| hfm_thank_you_retry.wav | We’re calling the client now. Press nine at any time to re-schedule this call back. |
| inqueue_menu_am.wav | AM |
| inqueue_menu_and.wav | and |
| inqueue_menu_between.wav | between |
| inqueue_menu_caller_id_1.wav | It looks like you're calling from… |
| inqueue_menu_caller_id_2.wav | If you would like us to call you back at that number, press one. If you would like us to call you back at a different number, press two. |
| inqueue_menu_day_friday.wav | friday |
| inqueue_menu_day_monday.wav | monday |
| inqueue_menu_day_saturday.wav | saturday |
| inqueue_menu_day_sunday.wav | sunday |
| inqueue_menu_day_thursday.wav | thursday |
| inqueue_menu_day_tuesday.wav | tuesday |
| inqueue_menu_day_wednesday.wav | wednesday |
| inqueue_menu_duplicate_1.wav | It looks like you have already requested a call-back. We're currently holding your place in line. |
| inqueue_menu_duplicate_2.wav | or simply hang-up, and we will continue to hold your place in line. |
| inqueue_menu_duplicate_cancel.wav | Press 1 to cancel the call |
| inqueue_menu_duplicate_cancel_failed.wav | We're sorry, we were unable to cancel your call-back request. We will continue to hold your place in line. Goodbye. |
| inqueue_menu_duplicate_cancel_success.wav | Your call-back request has been successfully canceled. Goodbye. |
| inqueue_menu_duplicate_reschedule.wav | Press 2 to reschedule the call for a later time |
| inqueue_menu_enter_number.wav | Please enter the ten digit number you would like to be called back at followed by the pound sign. |
| inqueue_menu_goodbye.wav | good-bye |
| inqueue_menu_input_audio_accept.wav | Press 1 to review your recording, 2 to save, or 3 to re-record. |
| inqueue_menu_input_number_accept.wav | If this is correct, press one. If this is not correct, press two. |
| inqueue_menu_input_number_entered.wav | The number you entered was … |
| inqueue_menu_input_number_too_short.wav | We're sorry, the number you entered was too short, please try again. |
| inqueue_menu_non_scheduled_callback_confirmation.wav | Your call has been scheduled, and you will receive a call as soon as an agent is available. Good-bye. |
| inqueue_menu_not_valid_1.wav | We're sorry … |
| inqueue_menu_not_valid_2.wav | … is not a valid phone number. |
| inqueue_menu_number_entered_1.wav | The number you entered was … |
| inqueue_menu_number_entered_2.wav | If this is correct, press one. If this is not correct, press two. |
| inqueue_menu_pm.wav | PM |
| inqueue_menu_press.wav | press |
| inqueue_menu_scheduled_confirmation.wav | your call-back has been scheduled, goodbye |
| inqueue_menu_scheduled_invalid.wav | that is not a valid scheduling option. please try again. |
| inqueue_menu_scheduled_options_1.wav | press one to receive a call-back from the next available agent, or press two for scheduling options |
| inqueue_menu_scheduled_options_2.wav | to receive a call-back |
| inqueue_menu_scheduled_options_confirmation_1.wav | you will receive a call-back |
| inqueue_menu_scheduled_options_confirmation_2.wav | press one to accept, or press two to change scheduling options |
| inqueue_menu_scheduled_restart.wav | press star to repeat these options, or press pound to start over. |
| inqueue_menu_sms_optin.wav | If you would like to receive text messages about this call-back, press 1, or press pound to skip this option. |
| inqueue_menu_sorry.wav | We're sorry, we are unable to place a call to that number. |
| inqueue_menu_sorry_callback.wav | We're sorry, we are unable to schedule your call-back at this time. Please try again. |
| inqueue_menu_sorry_callback_queue.wav | We're sorry, we are unable to schedule your call-back at this time. We are now transferring your call back to the queue. |
| inqueue_menu_today.wav | today |
| inqueue_menu_tomorrow.wav | tomorrow |
| inqueue_number_00.wav | Zero |
| inqueue_number_01.wav | One |
| inqueue_number_02.wav | Two |
| inqueue_number_03.wav | Three |
| inqueue_number_04.wav | Four |
| inqueue_number_05.wav | Five |
| inqueue_number_06.wav | Six |
| inqueue_number_07.wav | Seven |
| inqueue_number_08.wav | Eight |
| inqueue_number_09.wav | Nine |
| inqueue_number_10.wav | ten |
| inqueue_number_11.wav | eleven |
| inqueue_number_12.wav | twelve |
| inqueue_number_15.wav | fifteen |
| inqueue_number_30.wav | thirty |
| inqueue_number_45.wav | fourty five |
English Sample Offer Messages
| File Names | English |
|---|---|
| offer_message_1.wav | All of our agents are currently busy. If you would like a call-back from the next available agent, press one now. |
| offer_message_2.wav | Rather than wait on hold, press one now, and we'll call you back when it's your turn. You will not lose your place in line. |
| offer_message_3.wav | Tired of waiting on hold? Press one now, and we'll hold your place in line. You will receive a call-back from the next available agent. |
| offer_message_4.wav | Instead of holding, press one now, and the next available representative will call you back. |
| offer_message_5.wav | If you would like to receive a call-back rather than wait on hold, press one now. You will not lose your place in line. |
| offer_message_6.wav | We are experiencing longer than normal hold times. If you would like a call back when the next representative is available, press one now. |