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Greeshma Bernad
Cisco Employee
Cisco Employee



This document discusses about the issue which occurs while trying to upload CUE AA custom greeting and the steps to troubleshoot this issue.

Core Issue

With Cisco Unity Express Autoattendant, uploading the custom greeting file fails with the error message "Unsupported Audio Format".



When recording the file which is to be uploaded as the custom greeting,  make sure that these conditions are met:


  • The file should be set up as a .wav format and it cannot be larger than 1 MB. Record the greeting using a valid recorder in .wav format.

  • In addition, the file needs the following parameters to function properly with the system (you can check this on the file properties)


    Bit Rate 64kbps
    Audio Sample Size
    8 bit
    1 (mono)
    Audio Sample Rate8khz
    Audio FormatCCITT U-law



For Rel2 in addition to the above mentioned, there is an application called Greeting Management System using which prompts can be recorded. These prompts

once recorded are saved on the disk as user prompts (example: Userprompt01929020.wav).Using GUI, Administrator should be able to download these prompts, rename them asneeded and upload back to CUE.


Make sure that there is no silence in the end of the prompt. If the scripts are written in such a way that the prompts are not interruptible, the user hearing the

prompts would not know if the system stopped playing the prompt or not (system could be playing the silence part of the prompt'). For example, CUE allows AAwelcome.wav used in the default Auto Attendant script to be replaced by custom prompt. Default AA script is written in such a way that prompt is uninterruptible. Any DTMF entered during the prompt being played will not interrupt the prompt.


For information on how to create and upload  CUE AA custom greeting files, refer to Configure and Manage the Cisco Unity Express System Auto Attendant.For auto attendant prompts , you can do it via the GUI (just upload the prompt) or CLI (copy from an FTP server).  Take a look at:



Community Member

The easiest way (at least, the easiest that I have found) to create the appropriate files and avoid the “Unsupported Audio Format” error has been to use the Sound Recorder integrated in Windows (XP, in my case). I’ll describe below the conversion of an existing (but inappropriate) .wav file to a good one; for recording a good .wav file, the same processes could be used, except for the first part.

Go to Start --> All Programs --> Accessories --> Entertainment --> Sound Recorder

Open the audio file (.wav) that you need to be converted (File --> Open) then go to File --> Properties and press the button “Convert Now…” in the small form that appear.

Under Format: select CCITT u-Law and make sure that “8.000 KHz, 8 Bit, Mono   7 KB/sec” is selected under Attributes:, then press the “OK” button.

Press “OK” again in the “Properties for …” form.

Save the new file (File --> Save as…).

Good luck.

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