Playlists are created from previously uploaded Resources and are used as part of certain Workflow Activities (e.g. as a predefined Series of Announcements or Wait Music). They can also be set as waiting music at service level in Modalities Service Settings or as an OU Favorite.
Adding/Editing a Playlist
INC Playlist / Audio File Resource limitations
AUDIO FILE / PLAYLIST REQUIREMENTS
- Recommended file format: .wav, single-channel, 16-bit samples with a 16,000 (16KHz) sampling rate
- Supported File formats: wav, mp3
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Allowed file size / length1: Maximum of 20 MB size or 10 min length.
💡If you need to chain multiple files, please resort to using multiple Announcement, Play Music activities or use Playlists.
Limitations and Checks:
- Upload duration: Please note that uploads may fail when they take longer than 30 sec.
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Max Playlist items: There is no limit to max items in a playlist.
💡We recommend a maximum number of 15 resources (songs, audio cues) in a playlist. Alternatively, consider using multiple “Playlist / Announcement" Workflow Activities in your Workflow. - Timeout dependency: Keep in mind that your workflow elements may have a timeout configured. Depending on that the playlist may be cut short or repeat.
☝ 1 Fair use - Storage Capacity: There is currently no total storage limit for Audio files in place. Luware Support may contact you when your instance exceeds regular storage capacity quotas.
BEFORE YOU START
✅Resources for your playlists: Make sure that you have Resources uploaded first, as they are needed for your playlist.
🔍Please Note: Resources used in Playlists are Organization Unit specific, so you only see resources available on the tenant or your assigned teams.
💡Check Playlist durations: Keep in mind that Workflow Activities using playlists can also have a timeout. The playlist preview is generated as one long consecutive audio file consisting of all your selected resource audio files played back-to-back. The process of rendering this audio file may take a bit of time depending on the amount of tracks added to your playlist.
The Add or Edit a playlist dialog and procedure is identical:
- Add or change a name in the "Name" text field
- Assign an Organization Units - e.g. Services / Workflows in which this playlist should be available for selection.
- +Add audio files to your playlist. (→ see "Resources" for uploading new files)
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Optionally you can adjust the sort order of existing entries by dragging and dropping them at their handle.
Marking Playlists as Favorite
An OU Favorite is a playlist marked as the default for all services within specific Organization Unit. The default is automatically applied as waiting music to any service in that OU that does not have its own playlist configured.
Mark as Favorite
To mark a playlist as OU favorite:
- Create or navigate to the playlist list relevant for this service OU.
- Click the ⭐ star icon or "Mark as Favorite" on the desired playlist.
⮑ The playlist is now the OU Favorite and applies to all services in that OU and its child OUs.
Notes
☝Only one playlist per OU can be marked as favorite. Setting a new favorite automatically removes the previous one.
🔎To configure waiting music at the service level, see Modalities Service Settings. A hint in the service's setting shows which playlist is currently in effect and where it comes from, for example: "Effective: Playlist A (OU Favorite from Support OU)".
OU Inheritance Rule
- Favorites are inherited down the OU tree. A child OU can override its parent's favorite by setting its own.
- When a caller enters the queue, Nimbus resolves which playlist to play using the following 3-tier precedence:
- Service override - if a playlist is selected directly on the service, it is always used first.
- OU Favorite - if no service override is set, Nimbus walks up the OU tree and uses the first OU Favorite it finds.
- Luware Standard - if neither a service override nor an OU Favorite is configured, the Luware Standard playlist is used as a fallback
Show examples
Examples: OU Playlist favorite inheritance
- Helpdesk playlist override: The service-level choice always wins, regardless of what any OU above it says.
- No service override, but Support OU has a favorite: Nimbus uses the favorite from the closest OU it finds — here, the service's own OU.
- No favorite on OU, but Tenant Root: Nimbus walks up the OU tree and uses the first favorite it encounters — in this case, all the way at the top.
- Nothing is configured anywhere: Nimbus falls back to the Luware Standard playlist — default behavior.
Remove Favorite
To remove a playlist as OU Favorite:
- Click "Remove Favorite" on the playlist.
⮑ Any existing service settings The OU falls back to the parent OU's favorite, or the Luware Standard playlist if no parent favorite is set.
⮑ Any existing settings
Deleting a Playlist
☝Existing playlists can only be deleted when currently NOT being used in any Workflows or Workflow Templates. In this case the Delete button will be inactive (grey) and show a mouseover-tooltip instead.
💡 Note that if the deleted playlist was set as…
- …a service waiting music override, the reference is cleared and falls back to the OU or Luware Standard waiting music.
- …an OU Favorite, the reference is cleared and falls back to the parent OU or Luware Standard.