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New Contributor

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3 Messages

Wed, Jan 12, 2022 2:35 PM

Hold audio file settings

We've created an audio track to play for our customers while on hold, the audio has a mixture of speech and music. I've mixed the file out as both wav and mp3, but every time I upload the file via the portal, it appears to get re-encoded and compressed. The result being, that the "Ss" in the speech are popping quite badly. 

Does anyone know what the proper mixdown settings are for the audio files to avoid recompression by the BVE system?

Thanks in advance. 

Official Employee

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18 Messages

4 m ago

Hi, thank you for reaching out to our Business Forums! Please visit https://comca.st/34LSpAf There are additional instructions for  music on  hold. 

New Contributor

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3 Messages

@Comcast_Ashley 

Thanks for the reply, Ashley. Unfortunately tho, that just shows me how to add the audio, which I'm familiar with. I'm more asking for the specifics of the file itself, and more so than just mp3 or wav and 4mb or less. 

Specifically, like...

- does it need to be mono  

- what sample rate

- what bit depth 

- etc...  

Thank you

Official Employee

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18 Messages

Oh ok got. Lets see if we can get that information for you. Please send us a direct message.
Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: : https://comca.st/3nYCENK
From there, click the 'New Message' icon. In the 'To' field, type ‘Comcast Business’.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.
 We ask that you please include your first and last name, the business name on the account, the phone number for the account, and the service address.

New Contributor

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3 Messages

4 m ago

UPDATE:   

Turns out my source audio file was just too HD, and the automatic re-encode that happens on the backend is pretty heavy handed with it's compression. 

I ended up taking the file into Adobe Audition, which I admittedly know almost zero about, and (for lack of knowing the proper terminology) smooshed the waveform down to as close to 8000hz as I could get by running a handful of filters to normalize all the audio. I then saved the file out as mono 8bit. 

Did it sound as good? Nope, it sure didn't.

Was it a level of "not" good that I could live with? Yup

Was it still better than whatever was happening to it with the BVE re-encode? Night and day! 

Big kudos to @Comcast_Ashley for all the time she spent with me in chat trying to chase down an answer. Thank you for that!  

Hope this helps for anyone trying to do the same thing... and if you happen to have Adobe Audition tricks you'd like to share for making better audio, I'd love to hear them! 

Official Employee

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5 Messages

Thank you, @TedB! Kudos to you, right back at you. We appricte you reaching out and providing your update here. Thank you so much for sharing the steps. The Xfinity Forums are made even better from our awesome community contributors such as yourself. I'm certain it will help others trying to do the same.