Sound files functionality allows you to turn on yes listening during a conversation while muting the microphone.
From the Administration tab, select Telecommunication → Sound files
To upload a recording, enter its name, which will be displayed during the call, and attach the file:
After entering the data, confirm the selection by clicking on the button .
Once saved, the recording will be visible in the list of recordings that can be listened to , downloaded or deleted .
Then, while the call is in progress, the Agent will be able to select the Sound files tab in the call window to choose one of the available ones:
When you click the key, it will start playing the recording while muting the microphone:
To stop playback, click .