Hold music not playing custom audio file — format conversion required?

Voice & Telephony
1

We are migrating from PureConnect and our legacy hold music was a WAV file that worked perfectly.

After uploading the same file to GC, the system plays the default music instead. From a project timeline perspective, this is blocking our go-live because the hold music contains a legally required compliance disclaimer for our financial services customers.

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2

I traced the issue to the WAV file header.

The analytics API showed the prompt was ‘assigned’ to the queue, but the audio codec was 44.1kHz stereo. GC requires 8kHz mono PCM WAV. The platform silently rejects incompatible files without any error message in the UI. Use ffmpeg -i input.wav -ar 8000 -ac 1 -acodec pcm_s16le output.wav to convert.

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