This post talks about the issue that the queuing announcement cannot be played. Please see below how to fix this.
【Problem description】
When a user dials the phone number of the call center and accesses the ICP platform, the queuing announcement cannot be played .
【Problem analysis】
A-Law 8000 Hz, 64 kbit/s, monophonic is the voice format supported by the USM.
2. In the ECC scenario, the parameter type must be set to IVR access code except ICP19.0.
3. To ensure the usability of the announcement file specified by the customer, change the parameter type to common voice. After the test, the waiting tone can be played.
4. Confirm the path for storing the announcement file. The USM will read from the first mounted drive letter by default. Therefore, the local voice file needs to be uploaded to all the recording directories and announcement directories of the file server.
5. The 'VoiceQueue' in the IVR configuration file is incorrectly configured. It should be configured as '5200'.
6.After the modification is verified, the Queuing Announcement also cannot be played. Grab the USM MSU trace messages analysis, warning:Cannot find the Announcement file, The path to get the playback file is: z:/note/note5200. Confirmed with R&D, the IPCC platform the Built-in IVR demo flow to read the voice file under the first mount drive:/note, not the root directory (for example: y:/note,not y:/).
【Solution description】
Generally, the announcement file is stored in the root directory. The customer is in the ECC scenario and uses the Built-in flow file provided by the IPCC. The Built-in flow file is specified to read the announcement file in the z:/note directory. After the voice file is stored in the z:/note directory, the Queuing announcement can be played normally.
