> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/reusable-assets-routing-objects/audio-assets/where-audio-is-referenced-in-call-handling.md).

# Where audio is referenced in call handling

Review the main call-handling surfaces where reusable audio files can replace spoken text or support waiting behavior.

Use this page as a short reference map of where reusable audio files can appear in the call-handling model.

## Main usage points

Reusable audio is commonly referenced in these areas:

| Usage point              | How audio is used                                                          |
| ------------------------ | -------------------------------------------------------------------------- |
| IVR questions            | Audio can replace a spoken question or answer                              |
| Queue messages           | Audio can replace or support spoken waiting and callback prompts           |
| Hold or waiting behavior | Audio can be grouped into a reusable sequence for longer waiting scenarios |
| Quality monitoring       | Audio can replace welcome or closing survey prompts                        |

## Keep playlist behavior at note level

Some deployments group reusable audio files into ordered playback sequences for queue or hold behavior.

Keep that concept short and operational:

* use it only when the waiting experience really benefits from multiple recordings
* keep the playback order simple enough to support
* test how the sequence behaves when a caller remains in queue for an extended period

Do not treat this page as the detailed procedure for queue timing or long waiting-message design.

## Scope boundary

This page stays at reference depth. Use the linked pages for the actual procedures.

## Related topics

Go to **Manage audio files** for upload, replacement, and removal guidance.

{% content-ref url="/pages/T1eKPBlhVdH7PakmuCbV" %}
[Manage audio files](/contact-center-configuration/reusable-assets-routing-objects/audio-assets/manage-audio-files.md)
{% endcontent-ref %}

Go to **Configure queue messages for the SharePoint callflow** for the caller prompts that often reference uploaded audio.

{% content-ref url="/pages/4BCH3UXnnD8njronyLOc" %}
[Configure queue messages for the SharePoint callflow](/contact-center-configuration/building-your-callflow/via-sharepoint/configure-queue-messages.md)
{% endcontent-ref %}

Go to **Configure quality monitoring for the SharePoint callflow** for the post-call survey prompts that can reuse uploaded audio.

{% content-ref url="/pages/zIbOXw803FkGktmMyQZG" %}
[Configure quality monitoring for the SharePoint callflow](/contact-center-configuration/building-your-callflow/via-sharepoint/configure-quality-monitoring.md)
{% endcontent-ref %}


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