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KB15191 - Unable to play voice messages recorded using Cisco Unity
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Old 08-30-2009, 12:01 PM
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Default KB15191 - Unable to play voice messages recorded using Cisco Unity

KB15191 - Unable to play voice messages recorded using Cisco Unity


  • BlackBerry® Enterprise Server Version 4.1 SP4
  • BlackBerry smartphones
  • BlackBerry® Device Software 4.2 or later
  • Cisco® Unity


When attempting to open or preview a voice mail message attachment in .wav format on the BlackBerry smartphone that has been recorded using Cisco Unity, the following error message is received:
An unknown error was encountered


Cisco Unity has been configured to record voice mail .wav files in the G729A format, which is not natively supported by the BlackBerry Attachment Service. The BlackBerry Attachment Service is unable to decode and translate the attachment into a format that can be opened on the BlackBerry smartphone. The BlackBerry Attachment Service supports audio files encoded using the G711 or GSM6.10 codecs.


To resolve this issue, complete one of the following:
Resolution 1
Configure Cisco Unity to record audio files using the G711 or GSM6.10 codecs, which can be translated by the BlackBerry Attachment Service without the need to install additional codecs. Consult with Cisco documentation for instructions on how to perform this change.
Resolution 2
Back up BlackBerry Enterprise Server information and install the Cisco Spiro Labs G729A Audio Compression Driver, which is required to decode the .wav file on the BlackBerry Enterprise Server or standalone BlackBerry Attachment Service. The audio compression driver installer will prompt for the BlackBerry Enterprise Server to be rebooted following installation.

For instructions on how to back up BlackBerry Enterprise Server information, see article KB11633.

Important: Restarting the BlackBerry Enterprise Server will delay email message delivery to BlackBerry smartphones. For more information, see article KB04789.
Note: Only .wav files received on the BlackBerry smartphone after this change has been made can be played.
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Old 08-30-2009, 02:18 PM
Joolie's Avatar
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Join Date: Dec 2008
Location: West Michigan
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This seems a lot more complex then what I had to do to listen to to Unity .wav file. I just had to upgrade the Windows Media Player on the BES to a newer version (I think version 9.x). Worked like a charm.
You may know me as Juwaack68
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