Voice template FAQ
If you have questions about creating, modifying, or reviewing templates, see the following frequently asked questions and their solutions.
What is a voice template?
A voice template is the audio content that an end user hears after answering a call.
Voice templates are categorized into text-to-speech templates and voice notification files.
Text-to-speech (TTS) template: The template content is text that is automatically converted to speech during playback.
Example: Hello, valued Alibaba Cloud user. Your verification code is ${vericode}. The variable is ${vericode}.
Voice notification file: A pre-recorded audio file in MP3 or WAV format that is played directly after the call is answered.
What is the difference between scripts in Scenario & Script Management and text-to-speech templates for voice calls and voice captchas?
Scripts in Scenario & Script Management are used to verify business compliance. They are associated with your enterprise qualification and are a prerequisite for purchasing Voice Service. After your enterprise qualification is approved, you can log on to the console to add scenarios and scripts.
TTS templates for voice calls and voice captchas are used for outbound calls. The template content is the audio that is played during the call.
Are voice templates for the common and exclusive patterns interchangeable?
No, they are not. When you add a voice template in the Voice Service console, you must specify whether the template is for the common pattern or the exclusive pattern. Templates and their resource plans are not interchangeable between the two patterns. Common pattern templates can be used only for common pattern calls, and exclusive pattern templates can be used only for exclusive pattern calls.
How do I submit a text-to-speech template?
For more information, see Create a voice template.
Why is my ticket still under review?
Reviews are processed from 9:00 to 23:00, Monday to Sunday. These hours are adjusted during public holidays.
Typically, template review tickets are processed within two hours during service hours.
Why do I see the message "This template content is not supported"?
Check the template for prohibited content. For more information about prohibited industries and content, see Voice template specifications.
How do I specify the use case for a variable?
Refining a variable defines its scope within the template.
Reviewers cannot see the content that a variable will contain. They evaluate the template based on the context provided in the template text and the use case description. If a reviewer cannot understand the template's purpose, they will reject the request. Before you submit a template, ensure that its purpose is clear.
Why do I need to provide a use case, and how does it relate to my voice content?
If the purpose of the voice content is unclear, reviewers require a use case to determine whether the content is compliant.
Do voice templates support variables?
Script templates for voice calls and voice Captchas support the use of variables. The common pattern is limited to two variables, while the dedicated pattern supports multiple.
For more information, see Voice template specifications.
Why can't I associate a template with Voice Service?
You must first submit a scenario and script under the common pattern. After they are approved, you can submit a voice call template. After the template is approved, you can associate it with the service.
For more information, see Add a script or Create a voice template.
How do I format the number 1234 for a captcha in a text-to-speech template?
To have the digits read individually, such as 'one, two, three, four', separate them with commas (for example, 1,2,3,4). If you do not use commas, the number 1234 will be read as 'one thousand two hundred thirty-four'.
How do I modify the content of a voice template?
You cannot modify the content of an approved voice template. Submit a new voice template for review instead.
For more information, see Create a voice template.
Can I set the playback file for Voice Service to a network file or use TTS?
No, you cannot use network files. All voice files and TTS templates for Voice Service must be reviewed and approved. You can submit a TTS template or upload a recorded voice file for review in the Voice Service console. After a template or file is approved, you can use it in your service.
How long does the review for a voice file or TTS template take?
Templates are typically reviewed within 2 hours of submission. After a template is approved, you can use it. Reviews are performed from 9:00 to 23:00, Monday to Sunday, but are postponed on public holidays. We recommend submitting your request before 18:00.
What should I do if my voice call template is rejected?
On the Voice Call page in the Voice Console, you can view the reason for the failure, modify the template content as instructed, and resubmit the template for review.
For more information, see Create a voice template.
What are the restrictions on variables in voice call templates?
A specific variable can appear only once in a template. You cannot combine short links with variables. By default, a template in the common pattern supports a maximum of two variables. In the exclusive pattern, there is no limit on the number of variables in a template.
For more information, see Voice template specifications.
How long does a Voice Service script review take?
After you submit a script, the review is typically completed within one business day. Service hours are from 9:00 to 23:00, Monday to Sunday, excluding public holidays.
To expedite the process, go to the Voice Service console and select Tickets from the top menu. Click the 
icon on the right side of the page and select After-Sales Online Service. In the dialog box that appears, enter "expedite voice service review" to use the self-service tool.
What are the review standards for Voice Service scripts?
Voice scripts must also comply with the general voice template specifications. For more information, see Voice template specifications.
How long does a voice file review take?
After you submit a voice file, the review is typically completed within two hours during service hours. Service hours are from 9:00 to 23:00, Monday to Sunday, excluding public holidays.
The voice file must be in WAV or MP3 format and smaller than 2 MB. We recommend that you use a modern browser, such as Chrome, and upload only one file at a time. If you close the pop-up window during the upload, the process will be interrupted.
Can I delete a Voice Service script?
No, you cannot delete scripts. However, you can disable them in the Voice Service console.
Can I set both Chinese and English voices in the same template?
No, you cannot. Voice Service does not support using both Chinese and English in the same voice template.
How do I handle polyphonic characters in a TTS template?
TTS templates do not support automatic recognition of polyphonic characters (Chinese characters with multiple pronunciations). A polyphonic character in a template may be read aloud with an unintended pronunciation. For example, the polyphonic character háng/xíng in the Chinese word Yinhang (bank) may be read as xíng instead of háng.
We recommend that you replace polyphonic characters with homophones in your TTS template to ensure correct pronunciation. Examples:
Yinhang (bank): Replace the polyphonic character with a homophone that is only read as háng.
Xingdong (action): replace the polyphonic character with a homophone that is only read as háng.