Troubleshooting silent or missing prompts in Webex Contact Center flows

See also

Sources

1. 1
   Agent personal greetings are played from a flow by adding the Set Announcement activity and turning on its Enable Agent Greeting toggle, with the greeting purpose name as the identifier.

   Enhance efficiency with pre-recorded messages · Configure agent personal greeting in Flow Designer (Set Announcement activity steps) · Checked 2026-10-02
2. 2
   Integrations that upload audio files through the Webex Contact Center Audio Files API need an administrator access token with the cjp:config scope.

   The A-Z of Webex Contact Center APIs: Audio Files · Create a New Audio File section · Checked 2026-10-02
3. 3
   The Audio Files API audioFileInfo object takes a content type of AUDIO_WAV or AUDIO_X_WAV.

   The A-Z of Webex Contact Center APIs: Audio Files · Create a New Audio File section (request body description) · Checked 2026-10-02
4. 4
   Webex Contact Center supports only the WAV (.wav) file format for audio files uploaded as prompts.

   Manage audio files · Manage Audio Prompts > Create an audio prompt · Checked 2026-10-02
5. 5
   Webex Contact Center audio files must be mono WAV with an 8 kHz sample rate encoded as 8-bit u-law.

   Manage audio files · Manage Audio Prompts (format note) · Checked 2026-10-02
6. 6
   Webex Contact Center does not support updating an audio file that is currently in use.

   Manage audio files · Edit or delete an audio prompt · Checked 2026-10-02
7. 7
   An audio prompt's Referenced by section offers a Reference list showing the queues that use that prompt.

   Manage audio files · Manage Audio Prompts > Referenced by · Checked 2026-10-02
8. 8
   Audio prompts are created in Control Hub under Services > Contact Center > Customer Experience > Audio files using Create Audio file.

   Manage audio files · Create an audio prompt (procedure step 1) · Checked 2026-10-02
9. 9
   Flow Designer media activities such as Play Message, Collect Digits and Menu support dynamic text-to-speech that can embed flow data in the spoken text.

   Design Delightful Customer Experiences with Webex Contact Center Flow Designer · Dynamic Speech Activities section · Checked 2026-10-02
10. 10
    Flow Designer lists previewing an audio prompt within the flow as a capability.

    Build and manage flows with Flow Designer · Create and manage flows (task list: Preview audio prompt within the flow) · Checked 2026-10-02
11. 11
    Cisco states that audio files and Text-to-Speech messages can be previewed in Flow Designer without publishing the flow or making test calls, including checking language, voice and SSML.

    Flow Designer Enhancements: Transform Customer Interactions with Powerful New Features · Audio preview paragraph · Checked 2026-10-02
12. 12
    Flow Designer activities offer an Undefined Error error-handling path for system errors during flow execution.

    Build and manage flows with Flow Designer · Activity reference (e.g. Advanced Queue Information, Disconnect Contact) > error handling · Checked 2026-10-02
13. 13
    With the Flow Designer validation toggle enabled, the Publish button stays disabled until every error in the flow is resolved.

    Build and manage flows with Flow Designer · Explore the layout > Footer pane · Checked 2026-10-02
14. 14
    A prompt recorded to the Webex Calling 16 kHz 16-bit PCM spec, or any non-8 kHz u-law WAV, does not meet the documented Contact Center format and should be converted to mono 8 kHz 8-bit u-law before upload.inferred

    Manage audio files · Manage Audio Prompts (format note), read with cisco-help-n5y120ab-wxc-announcement-repo · Checked 2026-10-02
15. 15
    Setting up the Google TTS connector requires a downloaded service-account authentication key (JSON file) and the Cloud Text-to-Speech API enabled in the Google Cloud Platform Console.

    Configure Google connector for Webex Contact Center · Prerequisites / Google Cloud Platform configuration · Checked 2026-10-02
16. 16
    An organization can add up to ten Google connectors in Webex Contact Center.

    Configure Google connector for Webex Contact Center · Add a Google connector (note) · Checked 2026-10-02
17. 17
    The Google connector is used to enable text-to-speech in Webex Contact Center Flow Designer.

    Configure Google connector for Webex Contact Center · Overview · Checked 2026-10-02
18. 18
    Because Google TTS depends on a customer-supplied GCP key and enabled API, a revoked key or disabled Cloud Text-to-Speech API is a plausible cause of Google-connector TTS prompts failing while audio-file prompts still play.inferred

    Configure Google connector for Webex Contact Center · Prerequisites / Google Cloud Platform configuration · Checked 2026-10-02
19. 19
    Agent personal greeting audio files in Webex Contact Center are limited to a maximum size of 5 MB.

    Manage audio files · Manage Agent Personal Greetings > Create a personal greeting · Checked 2026-10-02
20. 20
    An agent can create only one personal greeting per greeting purpose, and the Default greeting purpose cannot be edited or deleted.

    Manage audio files · Manage Agent Personal Greetings > Create a greeting purpose · Checked 2026-10-02
21. 21
    Delete is disabled for a greeting purpose that is in use; references in flows or agent personal greetings must be removed first.

    Manage audio files · Manage Agent Personal Greetings > Create a greeting purpose · Checked 2026-10-02
22. 22
    Global_Language is a system-defined Webex Contact Center global variable whose default value is en-US.

    Manage global variables · System-defined global variables · Checked 2026-10-02
23. 23
    Global variables cannot be added directly in a Webex Contact Center subflow; a main-flow global can only be mapped to a local variable in the subflow.

    Manage global variables · Global variables overview (subflow note) · Checked 2026-10-02
24. 24
    Global_VoiceName is a system-defined Webex Contact Center global variable whose default value is Automatic.

    Manage global variables · System-defined global variables · Checked 2026-10-02
25. 25
    Because in-use audio files cannot be updated, changing a live prompt most likely means uploading a new file and repointing the flow activities to it, then republishing.inferred

    Manage audio files · Edit or delete an audio prompt · Checked 2026-10-02
26. 26
    The 2021 guide states that music in queue loops back and restarts from the beginning if the call stays queued longer than the audio file.

    Cisco Webex Contact Center Setup and Administration Guide - Contact Routing · Contact Routing chapter > Upload an Audio Resource File (usage notes) · Checked 2026-10-02
27. 27
    In the 2021 guide, music on hold was chosen in routing strategy settings while music in queue was managed from Flow Designer.

    Cisco Webex Contact Center Setup and Administration Guide - Contact Routing · Contact Routing chapter > Upload an Audio Resource File (usage notes) · Checked 2026-10-02
28. 28
    The 2021 Webex Contact Center Setup and Administration Guide required audio resource files to be .wav with 1 channel, 8000 sample rate and 8-bit u-law encoding.

    Cisco Webex Contact Center Setup and Administration Guide - Contact Routing · Contact Routing chapter > Upload an Audio Resource File · Checked 2026-10-02
29. 29
    In Play Message, TTS prompts can be given a language and voice, and a Make Prompts Interruptible option lets callers interrupt the prompt.

    Build and manage flows with Flow Designer · Activities in Voice > Play Message · Checked 2026-10-02
30. 30
    Music for a caller waiting in a Webex Contact Center queue is provided by attaching a Play Music activity after Queue Contact.

    Understand Routing and Queueing in Webex Contact Center · Queue Contact activity description · Checked 2026-10-02
31. 31
    A queued caller hearing silence most likely points to a flow with no Play Music (or Play Message loop) after Queue Contact, or one whose loop has ended, rather than to a media fault.inferred

    Understand Routing and Queueing in Webex Contact Center · Queue Contact activity description · Checked 2026-10-02
32. 32
    An SSML TTS prompt that fails or is read out wrongly should be checked first for a missing speak root element or tags outside the documented supported list.inferred

    Text-to-Speech (TTS) in Webex Contact Center · Supported Speech Synthesis Markup Language (SSML) tags · Checked 2026-10-02
33. 33
    A TTS prompt in a subflow that speaks a different language or voice from the main flow most likely means the caller's language selection was never mapped into the subflow's local variables.inferred

    Configure Different Supported Languages and Voice Names with Native Text-To-Speech inside WxCC SubFlow · Problem / Background section, read with cisco-help-ngfdsbi-wxcc-global-variables subflow note · Checked 2026-10-02
34. 34
    Global_Language and Global_VoiceName are not available inside a Webex Contact Center subflow, so TTS prompts in a subflow do not pick up the main flow's language and voice on their own.

    Configure Different Supported Languages and Voice Names with Native Text-To-Speech inside WxCC SubFlow · Problem / Background section · Checked 2026-10-02
35. 35
    Cisco TAC's workaround is to create subflow local variables named Global_Language and Global_VoiceName and set them with Set Variable activities before the TTS prompt.

    Configure Different Supported Languages and Voice Names with Native Text-To-Speech inside WxCC SubFlow · Configure section (steps: create local variables, Set Variable, Menu with TTS) · Checked 2026-10-02
36. 36
    Cisco TTS in Webex Contact Center lists 22 languages with two voices per language.

    Text-to-Speech (TTS) in Webex Contact Center · Supported Languages and Voices (table) · Checked 2026-10-02
37. 37
    Existing customers on the Webex Contact Center Next Generation Voice Media Platform can see both Cisco TTS and Google TTS connectors in the Prompt settings of Play Message, Menu and Collect Digits.

    Text-to-Speech (TTS) in Webex Contact Center · Overview · Checked 2026-10-02
38. 38
    For English (US) Cisco TTS offers en-US-Daniel (male) and en-US-Maria (female), with Maria marked as the default.

    Text-to-Speech (TTS) in Webex Contact Center · Supported Languages and Voices (table, en-US rows) · Checked 2026-10-02
39. 39
    To use the default language and voice for Cisco Text-to-Speech, the flow must include the global variables Global_VoiceName and Global_Language.

    Text-to-Speech (TTS) in Webex Contact Center · Supported Languages and Voices (lead-in note) · Checked 2026-10-02
40. 40
    The Cisco TTS language table covers de-CH, de-DE, en-GB, en-IE, en-IN, en-US, en-AU, es-ES, es-MX, es-US, fil-PH, fr-CA, fr-FR, it-IT, ja-JP, nl-NL, pl-PL, pt-BR, sv-SE, th-TH, vi-VN and zh-CN.

    Text-to-Speech (TTS) in Webex Contact Center · Supported Languages and Voices (table, Language code column) · Checked 2026-10-02
41. 41
    The default Cisco TTS voice can be overridden by setting the voice name code with a Set Variable activity.

    Text-to-Speech (TTS) in Webex Contact Center · Supported Languages and Voices (lead-in note) · Checked 2026-10-02
42. 42
    The SSML audio tag embeds short pre-recorded audio within a TTS message, referenced by a src URL.

    Text-to-Speech (TTS) in Webex Contact Center · Supported Speech Synthesis Markup Language (SSML) tags > audio · Checked 2026-10-02
43. 43
    In Webex Contact Center TTS, the SSML speak tag is the mandatory root element of all SSML text.

    Text-to-Speech (TTS) in Webex Contact Center · Supported Speech Synthesis Markup Language (SSML) tags > speak · Checked 2026-10-02
44. 44
    The SSML tags listed as supported for Webex Contact Center TTS are speak, break, say-as, audio, p, s, prosody and sub.

    Text-to-Speech (TTS) in Webex Contact Center · Supported Speech Synthesis Markup Language (SSML) tags · Checked 2026-10-02
45. 45
    Cisco TTS voice name codes combine the locale and a voice name, for example en-US-Maria or de-CH-Luca.

    Text-to-Speech (TTS) in Webex Contact Center · Supported Languages and Voices (table, Voice name column) · Checked 2026-10-02
46. 46
    Webex Calling's announcement repository uses .WAV files at 16 kHz, 16-bit PCM, which differs from the Webex Contact Center audio file format.

    Manage announcement repository · Generate a Text-to-speech announcement file (audio file format line) · Checked 2026-10-02
47. 47
    Webex Calling announcement files can use up to 1 GB of storage across all levels.

    Manage announcement repository · Set up announcement repository · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Troubleshooting silent or missing prompts in Webex Contact Center flows. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-ivr-prompt-troubleshooting

@misc{warmtransfer-wxcc-ivr-prompt-troubleshooting,
  title  = {Troubleshooting silent or missing prompts in Webex Contact Center flows},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-ivr-prompt-troubleshooting},
  note   = {Verified 2026-10-02}
}