TTS is used instead of assigned audio file

Symptoms

During a call the assigned audio file for an Audio object is not played back. Instead you hear the assigned alternative text as TTS.

Resolution

This behavior may have different reasons. The following list serves as a checklist for an appropriate solution. Use the Debug Viewer to get the link to the audio file inside the call. Once you have the complete link to the file, use any Web browser to open the location of the file and any media player to play back the file itself.

• The filename is wrong.Check the filename in the Audio object.
• The path is wrong.Check the path in the Resource Locator object that is referenced within the Audio object.
• The file does not exist.Place the missing audio file in the specified folder on the file system.
• The file is corrupt.Replace the corrupt file with a file that can be played back with your media player.
• The format is not supported by the media platform.Convert the audio file to a supported format. Do not forget to synchronize the file extension in the Audio object to reflect the new audio format.

If the file exists at the given location and the file can be played back with a media player, you should additionally check the following:

• The service is set to prefer TTS prior to audio files.Check the setting of the output mode in the Service object that holds your start object. It should be Audio:TTS to always get the audio played back.
• The location cannot be accessed from the media platform.The URL pointing to the audio might be accessible from your local machine using the Debug Viewer, but not from the machine hosting the media platform. This can have different reasons, such as having a firewall between the media platform and the file server or a different network setup. Contact your responsible network administrator to resolve this.