During the import of a music file PureCloud converts the file to an other format. Sometimes this has a (very) negative impact on the quality of the music and playback volume is very high so high and low tones sounds often crunchy
Tip is to do this convert before you import.
I use Audacity (freeware)
Open your music file and make a copy
Change project rate to 8000hz
Change the volume with -10db at least.
Export as WAV -> WAV signed 16bit PCM