Voice Service FAQ
This topic answers frequently asked questions about using Voice Service.
Does Voice Service support international use?
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Due to business adjustments, as of March 2022, the international, Hong Kong, Macao, and Taiwan voice notification and voice verification code services on the China site have been discontinued for new customers. Only customers who were approved for dedicated mode before March 2022 can continue to use these services.
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Due to regulatory changes, as of June 2024, the China site no longer supports making international, Hong Kong, Macao, or Taiwan calls for voice notifications or voice verification codes using public mode numbers.
Does Voice Service support voice-over?
Voice Service does not currently support voice-over.
Can I use Voice Service for website verification codes?
Yes. You can integrate voice verification codes into your website by calling the SingleCallByTts API.
Why do I get an "error querying user list" message in the Voice Service console?
This error indicates that you must complete enterprise real-name verification to activate and use Voice Service.
Does Voice Service support proactively sending DTMF?
The service does not support proactively sending DTMF from the calling number to the user. The voice notification and voice verification code features are designed to send pre-recorded content. For more information, see application scenario.
Why does the billed duration not match the actual call duration?
The call duration displayed in the Voice Service console is the actual talk time. However, for billing, calls are rounded up to the next full minute. This means any call lasting less than one minute is billed as one minute. As a result, the call duration shown in the console may be less than the billed duration.
How do I check whether a call is connected?
You can log in to the Voice Service console and go to the page to search by calling number or called number. Alternatively, you can call the QueryCallDetailByCallId API or use message receipts to check the call status.
What should I do if a call fails?
If a call fails, contact technical support with the calling number, called number, and the time of the call.
Do failed calls consume quota from my resource plan?
No. Failed calls are not charged and do not consume quota from your resource plan.
Are calls made from a purchased number recorded?
Voice notifications sent with SingleCallByVoice do not support call recording, so you cannot retrieve recordings for these calls. To retrieve call recordings, use an interactive voice call and subscribe to call recording messages through HTTP push, as described in VoiceRecordReport. Retrieve the call recording after the call ends.
Why are some call records missing?
Log in to the Voice Service console and check the page for the failure reason. If you cannot find the record, contact technical support with the calling number, called number, and the time of the call to request an investigation.
How can I retrieve call recordings?
To retrieve call recordings from interactive voice calls, subscribe to message receipts as described in Introduction to Message Receipts and Configuration. Voice notifications do not support call recording.
Why do my outbound calls have no audio or contain static?
Issues like choppy audio, static, or one-way audio are typically caused by poor network connectivity. Ask the called party to move to an area with a better signal, then try calling again.
What can I do to improve a low call connection rate?
Many factors can affect call connection rates, such as the called party declining the call or carrier blocking. We recommend you analyze your target audience and adjust your calling schedule before trying again.
How do I disable Voice Service?
Once activated, Voice Service cannot be directly disabled. To stop using the service, you can delete your voice templates and release your voice numbers. After a number is released, you will not incur new call charges, but you will still be charged the monthly fee for the current month.
Is the duration of audio playback or call forwarding billed?
For audio playback on inbound calls, calls from standard landlines are not billed. However, calls from special service numbers, such as 95- or 400-series numbers, are charged. Call forwarding involves an outbound call. When an inbound call is forwarded, the platform makes a new outbound call to the number you configured. This outbound leg is billable.
How do I restore Voice Service after it is suspended?
Suspensions include service suspension and billing suspension.
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A service suspension occurs due to major complaints about your service, which leads to the deactivation of your account or qualifications. This type of suspension is usually irreversible.
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A billing suspension occurs when your account has an overdue balance. To restore the service, pay the outstanding amount in full.
Can I temporarily pause billing for a number?
No, you cannot pause billing. Once a number is activated, the corresponding monthly fee is charged every month. If you no longer need the number, you can release it. Billing for that number stops from the following month. You can apply for a new number when you need one again.
How do I restrict access by IP address?
IP address-based access restriction is not currently supported.
Can I set a display name, such as a company or product name, for my number?
Voice Service does not currently support setting a custom display name for your number.
Does Voice Service support real-time text-to-speech?
Voice Service does not support real-time text-to-speech (TTS) or speech-to-text (STT) features.
Does interactive voice response (IVR) support replay by keypress?
The interactive voice response (IVR) feature does not support a keypress option for replay. For the workflow, see Use IVR through an API. For API call details, see Initiate an interactive voice call to a specified number.
How long does a throttling review take?
Requests to adjust throttling limits are typically processed within five business days. Reviews are conducted from 09:00 to 18:00 (UTC+8), Monday to Friday, excluding public holidays.
How can I test the audio of a voice template?
To test an approved voice notification template, log in to the Voice Service console, navigate to the Voice Notifications page, and click Details to preview the audio.
Why do call records show "The user is unreachable (rejected)" as the carrier response?
This status typically means that the call was successfully initiated, but the carrier could not deliver it to the recipient's phone. This can be caused by carrier blocking, carrier interception, network issues, or a poor signal at the recipient's location. We recommend contacting the carrier to investigate the issue.