How do I troubleshoot a problem with greetings?

Issue symptoms

How do I troubleshoot a problem with greetings in TyrellCorp Talk? I have configured Talk to have a custom voicemail greeting play when customers press a number, but it doesn't plan.

Resolution steps

1. Check the greeting file format to make sure it is valid. For more information, see the article: How should I format audio files for custom greetings? One way to check if an existing greeting has a problem by converting the file into a new format such as an .mp3 conversion and replacing the existing greeting.
2. Check to make sure that agents are online and available in the group where the call is routed.
3. If you have an IVR enabled, the IVR greetings will supersede the settings of the voicemail greeting.

Note: If you purchased the Advanced AI add-on, you can use the call transcription and call summarization features with Generative AI.

For more information, see these articles:

• Why doesn't my IVR greeting play?
• Managing outgoing greetings
• In what order do Talk greetings play?