This document describes one reason why the wave prompt added to a
script plays static noise in a Cisco IP Contact Center (IPCC) Express Edition
Cisco recommends that you have knowledge of these topics:
The information in this document is based on the software and hardware
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
Cisco script applications perform these functions:
play back prompts
receive caller input
Many applications make use of pre-recorded prompts, stored as .wav
files, which are played back to callers in order to provide information and
elicit caller response.
Prompts are messages that the Cisco Customer
Response Solution (CRS) server plays back to callers. Cisco script applications
often use prompts to elicit caller response so the Cisco CRS server can
transfer calls, receive account information, and perform other
The pre-recorded prompts are stored as wave files (.wav). The wave file
format supports a variety of bit resolutions, sample rates, and channels of
audio. However, the CRS server supports only one format, CCITT u-Law, 8kHz,
8-bit, Mono 7 kb/sec. You must create a folder to store these files. The
default location for American English is:
When a new wave prompt is added to a script that already exists, it
plays static through the CRS script. However, the same wave prompt sounds as it
should through the Windows Media Player or a similar
The root cause is the format recorded is not supported by the CRS
server. The CRS server does not support any other format except CCITT u-Law,
8kHz, 8-bit, Mono 7 kb/sec.
If the new prompt wave file is converted to CCITT u-Law, 8kHz, 8-bit,
Mono 7 kb/sec, the static noise problem is fixed.
Note: IPCC Express uses a repository datastore in order to synchronize
prompts and documents between nodes in a highly available cluster. At the node
manager restart, the data is verified between the repository datastore and the
local file systems. Any data that does not match the repository datastore is
removed from these directories. You can upload these prompts to the prompt
repository manually in order to workaround this problem.