Audio files support in Graia CCaaS
Graia CCaaS allows administrators and flow designers to upload prerecorded audio files to various configuration objects, like announcement bundles, queue treatments and various voice workflow nodes.
File format requirements
The format your tenant accepts depends on its configuration. It is one of these:
- WAV, encoded as A-law (CCITT A-law, G.711), 8 kHz (8000 Hz) sample rate, mono.
- MP3.
No other file formats are accepted. The workflow nodes, queue treatment and announcement bundle configurations reject files in other formats, and WAV files with a different encoding (for example 16-bit PCM or stereo), with a validation error. If you're not sure which format your tenant uses, ask Graia support.
Convert a file to A-law WAV
Most audio editors can export A-law WAV. For example, in Audacity (version 3.4 or later):
- Open the file and choose File › Export Audio.
- Set Format to WAV, Channels to Mono, Sample Rate to 8000 Hz and Encoding to A-Law.
- Export the file.
Play the exported file before you upload it, and keep the original in case you need to change the text later.
Perceived audio quality
The specifications described in this document guarantee that audio files can be played for most/all customer voice connectivity scenarios without perceivable loss of quality.
Telephone audio is narrowband: an 8 kHz file sounds the same to callers as a high-quality recording. Encode your files to the specification described here, so you can test and confirm the quality before uploading.
Even if the audio quality of the files you upload sounds acceptable in the Graia CCaaS Portal, audio artifacts could surface in random calls. This generally depends on the technical specifics of those calls, but if happening frequently, please report to our Support teams.
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