- Model: S-Series, P-Series (Including cloud PBX)
- Firmware version: Any
- One-way audio or both way no audio occurs after the call passed IVR, or after the call entered to Queue (after agent answers the call).
- Voice-cut or bad voice quality after the call passed IVR, or after the call entered to Queue (after agent answers the call)..
Most of the cases are due to the incorrect format of the welcome prompt audio file in IVR or Queue. It includes the queue announcement prompt and music on hold prompt file.
The incorrect format audio file will the incorrect ptime 40ms which makes the peer
Convert the the prompt file to correct format. Refer to this guide to convert the audio file format: https://help.yeastar.com/en/p-series-cloud-edition/administrator-guide/convert-audio-files.html
Then upload the file, and reconfigure the prompt setting for the IVR and Queue.