UCCX Skips Play Prompt Step

[ejazahmedmukhtar]

Hello,

We are using UCCX 9.1 and I modified a script for vacation. After a label, I have a play prompt step, then a Call Redirect to Voice Mail. When testing, the Play Prompt step is completely skipped and call hits voicemail. In Play Prompt Properties, I selected no for "Continue on Prompt Errors" and did reactive debugging and got the error as shown in the screenshot below. Please help me how to resolve this issue.

[James Hawkins]

It looks like the prompt is in the wrong format. What codec is the system set to use G711 or G729?

[ejazahmedmukhtar]

Its G729. Weird issue is that this particular Play Prompt does not even play out a working prompt, used in another script. Since this was an urgent requirement, I am using Alternate Greeting Option in Cisco Unity Connection instead after redirecting the call to play out the recording.

[Deepak Rawat · Accepted solution]

Please make sure that your prompt had the below specs. If not, then you will need to record it with below mentioned specs

Bit rate :64 kbps
Audio Sample Size : 8 bit
Channel : 1 mono
Audio Sample rate : 8 khz
Audio Format : CCIT - u -Law

Regards

Deepak