CALLER AUDIO Not Being Played (Doc ID 2030514.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Symptoms

On : NA version, Administration

ACTUAL BEHAVIOR
---------------
CALLER AUDIO not being played

For some reason the Caller Audio we indicate in the corresponding field of the Link edition form is not being played. What we get instead is like a default recording which we don't know where is configured. It seems to be happening for all our Links

EXPECTED BEHAVIOR
-----------------------
Caller hears the audio before being connected to an agent.

STEPS
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The issue can be reproduced at will with the following steps:
1. go to Webcare > Setup > Link Builder
2. search for the link number

3. at the far-right side under column 'Action' click on MORE
4. click on Preview UI
5. enter required details

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, caller hears the default message.

Changes

 Caller Audio file added to the Call Link in Link Builder.

Cause

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