Greetings are the audio files callers hear. You can use them to welcome callers, share after-hours info, or play a short message while calls ring.

This guide shows how to upload greetings in Greetings Manager, then assign them to an IVR or Enhanced Ring Group (ERG).

What you will learn

• Where to find Greetings Manager

• The difference between:

• IVR / Operation Times

• Ring Groups (ERG)

• How to upload a greeting and name it

• How to play or download an existing greeting

• How to assign a greeting to:

• An IVR

• An Enhanced Ring Group

• Dial codes for recording greetings without uploading:

• *301

• *303 + IVR/ERG number

Before you start

• Make sure you are inside the correct customer tenant in Orbit.

• Have your audio file ready (WAV or MP3 are common).

• Decide where the greeting will be used:

• IVR menu or operation time greeting

• Ring group greeting

Step 1: Open Greetings Manager

1. In the left menu, click GREETINGS MANAGER.

2. On your screen, you will land on a page titled Greetings Manager.

3. At the top-right, you will see Upload Greeting.

Step 2: Understand the two greeting categories

At the top of the page, you will see two tabs:

• IVR / Operation Times

• Ring Groups (ERG)

What each tab is for

IVR / Operation Times

• Used for IVR (auto-attendant) greetings

• Also used for operation time messages (after-hours, holiday messages)

Ring Groups (ERG)

• Used for Enhanced Ring Group greetings

• Usually plays while calls are ringing

Step 3: Upload a new greeting

1. Click Upload Greeting (top-right).

2. In the Upload Greeting window, open Greeting Type.

3. Select one:

• IVR / Operation Times

• Ring Groups (ERG)

4. Upload your audio file.

5. (Optional) Add a Custom Name.

6. Click Upload Greeting.

Supported formats

In the upload window, you will see a supported formats list such as:
WAV, MP3, GSM, uLaw, aLaw, G.729, G.722, SLN, iLBC.

Custom Name tips

• Keep it simple and clear.

• Use hyphens or underscores.

• Examples: holiday-greeting, main-menu, after-hours

What happens to naming for ERG

When you select Ring Groups (ERG), you may see a final filename preview that adds a prefix (example shown: queue-greeting-...).

Step 4: Play or download an existing greeting

In the greetings list, each greeting row has Actions on the right.
On your screen, you will typically see:

• A Play icon

• A Download icon

Step 5: Assign a greeting to an IVR

5.1 Open the IVR list

1. In the left menu, click IVR.

2. On your screen, you will see the IVR list and a New IVR button.

5.2 Select the greeting inside the IVR

1. Open the IVR you want to update (edit icon).

2. In Audio Greeting, find Greeting Name (Required).

3. Select your greeting.

4. In General Settings, confirm Status is Enabled.

5.3 Save the IVR

Scroll down and click Save IVR.

Step 6: Safety Net Logic (what happens if callers do nothing)

In the IVR edit screen, scroll to Safety Net Logic. On your screen, you will see options like:

• Time to wait for a selection

• Timeout destination

• Select destination

• is VM toggle

• Repeat this message (example: 3 times)

• A default like “Repeat this menu”

Simple guidance

• Set a short wait time so callers are not stuck.

• Always set a timeout destination so calls go somewhere useful.

• Turn on is VM when you want the timeout to go directly to voicemail.

Step 7: Assign a greeting to an Enhanced Ring Group (ERG)

1. In the left menu, click ENHANCED RING GROUP.

2. Open the ring group you want.

3. In General Settings, find Greeting Name (Optional).

4. Select a greeting.

If no greeting exists yet, you may see Add New Greeting inside the dropdown. Use it to upload a greeting without leaving the ring group screen.

Step 8: Record greetings by phone (no upload needed)

Record a new greeting

• Dial *301

• Record the message from a desk phone or communicator app

• The recording will appear in Greetings Manager

Record a greeting for a specific IVR or ring group

• Dial *303 then enter the IVR number (example: *303 1046)

• You can also follow *303 with an Enhanced Ring Group number to record a greeting for that ERG

This is useful for quick holiday or nighttime updates.

Where a screenshot helps

• If you keep internal notes, capture a small reference image showing:

• *301 to record

• *303 + IVR number to record a specific IVR greeting

Quick checklist

• Greeting uploaded under the correct tab:

• IVR / Operation Times or Ring Groups (ERG)

• Greeting plays correctly in Greetings Manager

• IVR has a greeting selected in Greeting Name (Required)

• IVR saved using Save IVR

• Ring group greeting selected (or added using Add New Greeting)

Troubleshooting

My greeting does not show in an IVR

• Make sure it was uploaded under IVR / Operation Times.

My ring group greeting list is empty

• Make sure it was uploaded under Ring Groups (ERG).

The greeting uploads but does not play

• Download the file and confirm it plays on your computer.

• Re-upload in WAV or MP3.

My IVR greeting did not update

• Scroll down and click Save IVR.