Voice Quality or No Audio Problem after the Call Passed IVR or after the Call Entered to Queue

Applicability

  • Model: S-Series, P-Series (Including cloud PBX)
  • Firmware version: Any 

Symptom

  • 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)..

 

Cause

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 

 

Solution

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.

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