Genesys Cloud - Main

How do users play back OPUS recording files? If I download a recording in OPUS format it saves the file as .OGG_OPUS which seems to make the file invalid. If I change this to .OPUS I can play the file back but it sounds nothing like the original recording and is just random noises. Is this a bug or just down to my lack of understanding/experience with OPUS files?

Hi @James Foster, I convert them into wav using tool like ffmpeg or some other software that can convert them to wav. You can rename them as .ogg and then convert to .wav or others.
The above is if I use API to download. If you are downloading using the Genesys UI interaction screens then you can download in different formats, wav being one of them.
Hope this helps. 

Hello James,

The issue you are experiencing is how OPUS files are handled and its playback. 

For the extension issue the .ogg_opus extension that Genesys uses is correct, as OPUS audio can be contained with an OGG container format. Changing the extension to .OPUS will not work because the file is still in the OGG container format. The random noises you are hearing is because you forced the .OPUS extension are due to the player trying to interpret the OGG container as raw OPUS data. 

To okay back .ogg_opus recordings you can use a media player that supports both ogg container and opus codec. Some players I can recommend:

1. VLC media player
2. firefox browser
3. chrome browser 
4. Windows Media player with the proper codecs installed. 

Hope this helps!