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Audio is where an organisation’s recordings live. Five things play from it — a flow’s prompts, a queue’s hold music, the organisation’s default hold music, a campaign’s message, and a virtual agent’s music — which is why it is a screen of its own rather than a tab on the flow designer. Filing it under any one of the five would make it look like that one owned it. Recordings belong to one organisation. The switch will not play another organisation’s audio, so with “All organisations” selected there is nothing to show and nothing to upload until you pick one.

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Two libraries, not one

Every recording is either a prompt or hold music, and the runtime keeps them apart: hold music is offered where hold music is chosen, prompts where a greeting is. You choose which you are making when you add it.

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Three ways to add one

1

Upload a file

The usual way. A WAV or MP3 of what you want played.
2

Generate from text

Type the words and have them spoken. Useful for a prompt that will change again next week, and for hearing how a wording sounds before somebody books a studio.
3

Record by phone

The panel rings an extension. Answer it, key the PIN, speak after the tone. This is how you get a recording in the voice of the person who answers the phones, with no file to move about.

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What a caller hears while waiting

Hold music is resolved most specific first, and the first level that has something wins:
  1. the queue’s own music, or a flow hold node’s;
  2. the organisation’s default;
  3. the music that ships with the switch.
The last of those is real, not a placeholder: an organisation that configures nothing still gets music. And because the organisation’s default is only looked up when nothing more specific answered, a queue with its own music costs nothing extra to play.

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Deleting one

A recording that something still plays cannot be deleted, and the refusal says what is still using it: an organisation’s hold music or refusal announcement, a queue’s hold music, a virtual agent’s, or an IVR flow node — on any revision, published or draft, because a published revision is live and a draft is about to be.
That is a better answer than a broken prompt. A flow whose greeting has been deleted plays silence at the moment a caller is deciding whether anybody is there.
Reading the library needs ivr:read; adding and deleting need ivr:write — the same permissions the flow designer has always used, because this is the same audio.