Sample sizes don't match encoding

[jdee]

I'm using a demo account to evaluate the plum platform but I'm not having any joy with getting wav files to play. I'm convinced my files are in the correct format 8x8, but they just will not play!

Does anyone have any idea as to what the problem may be?

This is the error in the log...

File: http://voice.mydomain.co.uk/wav/xxx.wav Sample sizes don't match encoding
Unrecognized format in pvxPromptConvertCopySource
Failure during pvxPromptConvertCopySource

[support]

Hello,

Could you be more specific about the file format you are attempting to play? All supported wav formats must be encoded at 8KHz, we support the following 8-bit formats: u-law, a-law and the following 16-bit format: linear pcm. What are you using to record/reencode the audio files? There are specific tools on Windows (for example) that do not properly create the wav header.

Could you please provide a sample audio file for download? If you are not comfortable sending the link in this public forum you can send a "Private Message" to the IVR support user account with the link. Without the audio file it is difficult to diagnose what is wrong.

Regards,
Plum Support

[jdee]

Hi There,

Please check your pm box

Thanks very much

[support]

Hello,

We received your private message and were able to look at the audio files. It appears as if you have setup the encoding format as 8KHz 8bit linear pcm, this is not a supported format for our IVR system. Your best bet is to convert these files to 8KHz 8bit u-law.

We recommend the command line tool "sox" (http://sox.sourceforge.net) to convert between simple file formats. Using that tool we were able to convert the file you sent to a format supported by our IVR platform.

Example to convert to 8khz 8bit u-law:

Code: Select all

sox.exe input.wav -r 8000 -U -b ulaw_output.wav

Regards,
Plum Support

[jdee]

Thank you very much for your assistance. I will try out sox and report back how I progress.

Again, thanks very much.

[jdee]

Works great after converting.

thanks

[AjayExpresso]

I have a similar issue with one of my wav files, and the Plum log shows this error:

File: http://bccf7033.ngrok.io/IVR/BadFile.wav Sample sizes don't match encoding

However soxi output looks fine:

Input File : 'BadFile.wav'
Channels : 1
Sample Rate : 8000
Precision : 14-bit
Duration : 00:00:03.01 = 24071 samples ~ 225.666 CDDA sectors
File Size : 24.1k
Bit Rate : 64.2k
Sample Encoding: 8-bit u-law

[support]

Hello,

We ran some analysis on your audio file, and it seems as though the issue is with your block align value. It is showing up as a value of 8 when it should be a value of 1. We recommend re-encoding your audio file using sox to fix this issue. Let us know if you have any issues.

Regards,
Plum Support