The quality of the background music is poor and has a rustle - direct feedback by internal and external clients. the file format imported was .mp4 format. How to remove the rustle as per the provided quality of the background music.
The rustling or poor audio quality is likely related to the way the music file is processed through the voice/telephony channel rather than only the original MP4 file.
Microsoft's documentation for Dynamics 365 Contact Center specifically notes that the quality of uploaded music can be reduced because the audio is processed through the speech/telephony pipeline. When the audio passes through the PSTN, the quality can also be reduced to an 8 kHz narrowband sample rate, which is particularly noticeable with music.
I would recommend testing the following:
One important point is that this may not be something that can be completely fixed by changing the Dynamics 365 configuration. Music is much more sensitive to telephony compression than speech, so some loss of quality can be expected when the audio is delivered over PSTN. Microsoft explicitly calls out that music quality may not be good after the audio is reduced to narrowband 8 kHz.
So I would first test the same track as MP3 → 8 kHz → actual PSTN call. If the rustling is still present with a clean source file and occurs consistently across multiple callers, then I would collect a short recording/example and raise it with Microsoft Support as a potential voice-channel audio-quality issue.
Share
Report
All responses (
Answers (
138
