Troubleshooting Post-Answer Playback

Find the issue you see in the table below, then open its article for the full fix. Most Post-Answer Playback issues in Classic PBX come from a configuration that was not applied or a recording that is not available, so start with the quick checks.

Check these first

Run these checks before you open an article. They solve most Post-Answer Playback issues.

Make sure you clicked APPLY CONFIG after you assigned the recording. See Applying the configuration.
Make sure Enable post-answer playback is still set to Yes for the outbound route you call through.
Open the Logs tab and find the row for your call. A Fail closed row means the recording was not available. See Checking the call log.
If the logs show a Fail closed row, upload the recording again from the Recordings tab. See Uploading announcements.

Post-Answer Playback issues

Each article covers one symptom and its fix.

Issue	What you see	Common cause
No Audio on Test Call	The test call goes through, but no announcement plays	The configuration was not applied, the recording was not available, or the call used a different outbound route
Call Ends Immediately After the Other Side Picks Up	The call drops as soon as the other side answers	The recording was not available, so the call ended instead of connecting without the disclosure
Only One Side Hears the Announcement	One side of the call hears the announcement, and the other does not	The recording was not processed for every audio format the phone system uses
Recording Drop-Down Not Visible After Selecting Yes	No recording drop-down appears after you select Yes	The browser shows a cached version of the page

Still need help?

If your issue isn't listed above, contact CommPeak support contact and include:

The date and time of the test call, including your time zone.
The outbound route name.
The recording name you assigned.
A screenshot of the Logs tab from around that time.

These details are enough for CommPeak Support to identify what happened.