Troubleshooting Microsoft audio file errors

Overview

This topic helps you troubleshoot audio file-related errors in Microsoft auto attendants and call queues by explaining error messages, underlying causes, and recommended resolutions.

Related topics

• Auto attendants

• Call queues

• Call hold policy (Microsoft Music on Hold)

Microsoft audio file error messages and resolutions

The table describes error messages that may be encountered during transactions that update an Auto Attendant or Call Queue when audio files are used for greetings:

Error message	Cause	Resolution
“We can’t upload the audio file. Verify the contents of the file and try again”	The audio file was rejected by Microsoft when it was imported via PowerShell. This is typically because the file does not meet Microsoft Teams audio file requirements, such as format or encoding criteria. This error can also occur if the audio file already exists in Microsoft Teams, possibly because it is already in use by another Auto Attendant or Call Queue. In some cases, downloading an audio file from Microsoft Teams (for example, using the Teams Admin Center) and then attempting to upload and reuse it results in this error, indicating that exporting and re-importing an audio file is not always successful.	Re-encode or modify the audio file so that it meets Microsoft Teams audio file requirements. There are several online tools available to convert audio files into a Teams-compatible format. If the file may already exist in Teams, provide a newly encoded version or use a different audio file instead of uploading the same file again.
“A prompt was set as AudioFile but its corresponding data is not present. Please give correct parameter value”	This Microsoft error message indicates that the specified audio file reference does not exist in Microsoft Teams. For an existing Auto Attendant or Call Queue, this usually means there is an issue with the audio file configuration on the Teams side.	Upload a new audio file and assign it to the Auto Attendant or Call Queue. Providing a new audio file reference typically resolves the issue.