Genesys Cloud - Main

Hi there community,

To frame my question, let me provide some context first. In the legacy Genesys Engage system, if someone uploads an audio file that does not have the correct audio attributes (I'm talking about attributes like frequency, bit-rate) when you listen to that audio over the phone, you could either hear a playback that sounds like a chipmunk or a growling tiger.

With that as context, my question is this: Does Genesys Cloud have a similar issue? I know that since Genesys Cloud is web-based, the UI let's you preview the audio you upload. But where I'm unsure is whether auditing the quality of an audio upload by listening to it being streamed back to the local computer is the same as listening to the same audio over RTP from a telephone?

Per the "Uploaded audio file conversion" section here: Prompts overview - Genesys Cloud Resource Center (mypurecloud.com), it seems like Architect converts the audio format anyway. But there is a disclaimer that "the conversion process may result in reduced quality and volume". Would this "reduced quality and volume" be perceivable by playing back via the Preview feature in an audio upload, or it would only be perceivable by listening to it over the phone?

#Unsure/Other

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Shearn Loh
MS Financing LLC
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Genesys Cloud supports the following formats:

• 11,025 Hz 16 bit PCM
• 8,000 Hz 16 bit PCM
• 11,025 Hz 8 bit PCM
• 11,025 Hz µ-Law
• 8,000 Hz 8 bit PCM
• 8,000 Hz µ-Law
• 11,025 Hz 4 bit ADPCM
• 8,000 Hz 4 bit ADPCM
• 11,025 Hz GSM 06.10
• 8,000 Hz GSM 06.10

You will notice there is no Stereo, so make them Mono.  Also, nothing over 22 kHz.  Also, I have found G.711 works best.  Best is to convert them in a good audio editor first before importing.  I like Wavepad:  Audio Editing Software. Sound, Music, Voice & MP3 Editor. Best Audio Editor for 2023. (nch.com.au)

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 12-07-2023 15:36
From: Shearn Loh
Subject: Audio Prompt Quality

Hi there community,

To frame my question, let me provide some context first. In the legacy Genesys Engage system, if someone uploads an audio file that does not have the correct audio attributes (I'm talking about attributes like frequency, bit-rate) when you listen to that audio over the phone, you could either hear a playback that sounds like a chipmunk or a growling tiger.

With that as context, my question is this: Does Genesys Cloud have a similar issue? I know that since Genesys Cloud is web-based, the UI let's you preview the audio you upload. But where I'm unsure is whether auditing the quality of an audio upload by listening to it being streamed back to the local computer is the same as listening to the same audio over RTP from a telephone?

Per the "Uploaded audio file conversion" section here: Prompts overview - Genesys Cloud Resource Center (mypurecloud.com), it seems like Architect converts the audio format anyway. But there is a disclaimer that "the conversion process may result in reduced quality and volume". Would this "reduced quality and volume" be perceivable by playing back via the Preview feature in an audio upload, or it would only be perceivable by listening to it over the phone?

#Unsure/Other

------------------------------
Shearn Loh
MS Financing LLC
------------------------------