Failure to Play Announcement Files

Publication Date:  2015-06-29 Views:  180 Downloads:  0
Issue Description
Announcement files fail to be played in voice calls or IVR flows.
Handling Process
1. Verify that the shared directory for storing announcement files is correctly attached to the drive on the unified gateway.
− When the UAP3300 is used, perform the verification by referring to 3.11 UAP3300 Disconnected from the File Server.
− When the U2980/U2990 is used, perform the verification by referring to 3.5 U2980/U2990 Disconnected from the File Server.
2. Check and upload the required announcement file.
− Voice agent service announcements
For details about how to upload announcement files for the voice agent service, see Installing the File Server > Uploading Voice Files in the eSpace CC Basic Software Installation Guide. Note that the announcement files to upload must match the unified gateway type.

The path for obtaining the eSpace CC Basic Software Installation Guide is listed in Library Overview (Compulsory).
− Voice self-service announcement files
For details about how to upload announcement files for the voice self-service, see Table 1 in Uploading Files. Note that the announcement files to upload can be customized.
− Voice mail service announcement files
For details about how to upload announcement files for the voice mail service, see Table 2 in Configuring the Data Source and IVR Flow. Note that the announcement files to upload can be customized.
3. Check whether the announcement file format is supported on the unified gateway. If the announcement file format is not supported, make the announcement file again. For details about the formats supported by the U2980, U2990, and UAP3300, see Voice Formats Supported by the U2980, U2990, and UAP3300.For details about the formats supported by the U2980, U2990, and UAP3300, see Special Commissioning Tasks > Verifying the Announcements > Announcement Overview in the eSpace CC Product Documentation.
After the announcement file in the correct format is available, upload the announcement file by referring to 2.
4. Check the directory for storing the required announcement file. When the required one is a note announcement file, check its name header.
LST INCFG:;
%%LST INCFG:;%%
RETCODE = 0  Operation succeeded.

LST INCFG
---------
              Service path  =  service  //The service announcement file is stored in the service directory.
      Dynamic loading path  =  dynamic
             Standard path  =  standard //The standard announcement file is stored in the standard directory.
               Record path  =  record
Dynamic configuration path  =  service
            Tone file path  =  tone   //The tone announcement file is stored in the tone directory.
          Default RBT path  =  default
(Number of results = 1)

---    END

LST NOTEPRM:;
%%LST NOTEPRM:;%%
RETCODE = 0  Operation succeeded.

LST NOTEPRM
-----------
      Note file path  =  note  //The note announcement file is stored in the note directory.
           Note head  =  note
         Update path  =  update
         Note amount  =  21000
         Start index  =  1
        Note postfix  =  dot
  Buffer size (byte)  =  2097152
Update interval (ms)  =  1000
Delete interval (ms)  =  16000
(Number of results = 1)

---    END

If the command outputs are different from the preceding, run the following commands to change the directory and file name header.
MOD INCFG: SERVICEPATH="service", DYNLOADPATH="dynamic", STANDARDPATH="standard", RECPATH="record", DYNCFGPATH="service", TONEPATH="tone", DEFAULTRBTPATH="default";
MOD NOTEPRM: NOTEPATH="note", NOTEHEAD="note", UPDATEPATH="update", NOTEAMOUNT=21000, STARTIDX=1, POSTFIX=DOT, UPDATEINTERVAL=1000, DELINTERVAL=2000;
5. Restart the media resource board.
− On the UAP3300, restart the MRS board.
− On the U2980/U2990, restart the MSU board.
6. If the fault still persists, obtain help through the channels described in Help Channels.
Root Cause
 The shared directory for storing announcement files fails to be attached to the drive on the unified gateway.
 The required announcement file does not exist.
 The format of the required announcement file is not supported on the unified gateway.
 The required announcement file is not stored in the supposed directory, or the note announcement file has an incorrect header in its name. (The two causes occur on only the U2980 and U2990.)

END