IPOCC R10 IVR Noises problem 1

[sstevancevic]

Hi all,

I have virtual IPOCC and IPOSE R10. There is problem with noises at IVR when I use announcements that are recorded and converted to right format from other devices than VMPro. Announcements recorded with VMPro don't have so much noises.
Have anyone had similar experiences?

Thanks in advance,
Slobodan

 

[janni78]

A bit of noise is common in IVR, at least if you have SIP trunks. Same file works fine as an announcement in the Task Flow.
I've been planning to report that to Avaya but I've had other issues that been more important to get fixed so haven't bothered yet.

"Trying is the first step to failure..." - Homer

 

[sstevancevic]

Thank you Janni78, yes I have SIP trunk and it is common in ivr. Noise is different in relation from which device call is made.

Regards,

 

[Alfalis]

A workaround might be to do the following:
1. Take the .wav that is intended for IVR and create a standard announcement with that .wav file (just like you would create an announcement for the taskflow)
2. Check the following folder: /Program Data/CIE/…VEA/ where a new "VoiceFilexxxxxx.wav" got created
3. Take the latest .wav file in there and use this file in the IVR instead of your original .wav

Basically what is happening is that the VEA is taking your 16bit 8kHz mono PCM uncompressed .wav file and converts it again. The result is the file in the aforementioned folder which is the actual file played for announcements. This file when used in the IVR has a quality that is a lot closer to what "normal taskflow" announcements sound like.

Now create an IVR script which playes both your original file and then the converted one and check if the quality difference is notable.

Please let me know if that works for you - I tested it with one of our customers and the result was a lot better than when we used our "original" files.

 

[sstevancevic]

Thank you very much Alfalis, It works. I have found a new VoiceFilexxx.wav into folder:

C:\ProgramData\Avaya\IPOCC\VoiceFiles

Just for other guys who would have the same problem ,

Regards,

 

[Alfalis]

Ah right, yeah^^ xD
The customer I was referring to isn't using IPO with IPOCC but rather a CM with CIE so the folder path is of cource different

 

[janni78]

Does it remove the static noise completely?

"Trying is the first step to failure..." - Homer

 

[Alfalis]

Pretty much, yes

It's a bit of a tedious process especially if you have 10+ IVR announcements but for now that's the only workaround for this issue.

 

[janni78]

10+, I have a few hundred on mine so that's not an option =)

"Trying is the first step to failure..." - Homer

 

[Alfalis]

Same here - one of our customers is using the IVR to play the latest lottery numbers to the caller.
This includes general announcements, several years, all months and days plus all numbers from 1-70 so in the end around 200 individual .wav files. Imagine how happy I was when I got that workaround from Avaya support..

But as far as I was told this issue ("works as designed") might be worked on in the (hopefully near) future since there are a lot of partners and even Avaya themselves that ran into this issue and I hope we will get either a tool for converting audio files or some sort of "fix" for IVR. Only time will tell and until then we're all stuck with this solution.

But reading through your older replies please do report this to Avaya - the more partners complain about this the sooner we might get a decent solution

 

[janni78]

I've prioritized to report critical issue since it honestly to much work to create a ticket.
It take 2-4 hours to get all the things together before they even start to look at it.

"Trying is the first step to failure..." - Homer

 

[Alfalis]

Just a quick update:

CIE v3.4 just got released and the following is included in the release notes as "known issue":

So I guess Avaya will sooner or later work on this issue and fix it which should result in a fix for IPOCC as well.

 

[sstevancevic]

Hi guys,

Alfalis, I have opened a ticket at Avaya a day before you suggested to me a solution. I got information that they are aware about that and they just provide the solution to the customers you told about.
"Currently who all are facing this they need to apply this solution."
Also, I've got information that they work on solving problems.

Regards,