# Voice File Management

This page provides detailed instructions on uploading, managing, and using voice files, and explains how they are used in IVR scenarios.

### Overview

Voice files are audio prompts played during IVR self-service interactions, including welcome messages, menu prompts, and invalid input notifications. After uploading or generating a voice file, the system assigns it a unique identifier that can be referenced when configuring IVR flows to provide customized voice interactions.

### Accessing the Feature

1. After logging in to the Call Center platform, navigate to **Voice** > **IVR Management** > **Voice Files**.

### Feature Description

#### Upload Voice Files

1. On the **Voice Files** page, click **Add** to open the upload dialog box.

2. Enter the required information, upload the audio file, and then click **Confirm**.

* **Voice Name:** Required. Enter a name for the voice file (1–64 characters), for example, **Business Hours Announcement**.
* **Audio File:** Upload a local **.wav** or **.mp3** file. The recommended format is **8 kHz**, **16-bit**, **Mono**, with a maximum duration of **60 seconds**.
* **Description:** Optional. Enter a description of the voice file or its intended use. Up to **256** characters.

**Note:** Uploaded audio files must meet the required format and size limitations. Otherwise, the upload will fail. It is recommended to use professional audio editing software to export standard audio files.

#### View and Use Voice Files

After a voice file is uploaded successfully, the system automatically generates a unique **Voice File ID** (for example, **voice_20260302_abc123**).

The **Voice File ID** can be selected or searched when adding or editing an IVR configuration in **IVR Settings**.

A voice file cannot be deleted after it has been referenced by an IVR configuration to prevent playback failures.

#### Edit Voice Files

1. On the **Voice Files** page, locate the target voice file and click **Edit** in the **Actions** column.

2. Modify the **Voice Name** or **Description**, then click **Confirm** to save the changes.

#### Delete Voice Files

1. On the **Voice Files** page, locate the target voice file and click **Delete** in the **Actions** column.

2. In the confirmation dialog box, click **Confirm**.

**Important:** A voice file can be deleted only if it is not referenced by any IVR configuration. If the voice file is in use, the system displays the following message: **"This voice file is currently in use and cannot be deleted."**

### Additional Information

* All voice files are securely stored by the platform. No manual file maintenance is required.
* Language, voice, and speech rate settings for TTS-generated voice files are controlled by the platform's global configuration and cannot be configured individually.
* It is recommended to maintain separate voice files for different business scenarios, such as pre-sales, after-sales, and holiday services, to simplify management and future updates.