After you activate a number, carriers require you to ensure the inbound link is clear and to configure playback content. You must configure inbound call playback to meet compliance requirements for preventing telecom fraud and managing inbound calls. This helps you avoid service interruptions caused by number suspension. If you do not complete the configuration before 10:00 on June 1, 2026, the platform applies default rules for inbound calls and playback. These rules may incur charges. This topic describes two configuration methods: self-service configuration using the Interactive Voice Response (IVR) tool in the console, or contacting service personnel for assistance.
Inbound call playback configuration details
To prevent telecom fraud and standardize number usage, carriers require number users to ensure a clear inbound link. You must also configure inbound call playback. This ensures that when a user calls your number, they hear a preset audio message instead of a busy signal.
After you activate a number, complete the inbound call playback configuration using one of the following methods.
Outbound-only numbers do not require configuration.
If your number only supports outbound calls, you do not need to configure inbound call playback.
To check whether a number supports inbound calls, go to the Real Number Management page and view the Supports Inbound field for the number. If the field shows No or --, or the call type is outbound only, the number does not support inbound calls. Common outbound-only use cases include voice notifications, O&M alerts, and outbound call bots.
For outbound-only numbers:
Business impact: Not configuring inbound call playback does not affect outbound calling services or other business operations, and does not result in number suspension.
Charges: Outbound-only numbers do not establish inbound connections, so no inbound call playback charges apply.
You can safely ignore any compliance pop-up windows or configuration reminders in the console for outbound-only numbers.
Method 1 (Recommended): Self-service configuration using the IVR tool in the console
Method 2: Contact service personnel for assistance
Method 1: Self-service configuration using the IVR tool in the console
Before you begin: Upload the audio file you want to use for inbound call playback.
To upload an audio file:
Log on to the Voice Service console.
In the navigation pane on the left, choose .
Click Import Voice File and upload your audio file. The file must pass review before you can select it in the inbound call configuration.
Audio file requirements:
Item | Description |
Format | MP3 or WAV. Text-to-speech (TTS) generation is not supported. You must record the audio yourself. |
Content recommendation | Carriers do not enforce a specific format, but we recommend including your company's abbreviated name, for example: "Welcome to Alibaba Cloud" or "Thank you for calling [Company Name]." |
Playback issues | If you experience abnormal playback or audio cutoff, add 1–2 seconds of silence at the beginning of the audio file, then re-upload and test. |
Log on to the Voice Service console.
In the navigation pane on the left, choose . The Real Number Management page displays a compliance reminder for inbound call playback at the top. When you first visit the page, a "Configure IVR Playback Feature" pop-up window appears.
In the compliance reminder at the top of the page, click Inbound Call Playback Configuration. Alternatively, close the pop-up window and choose in the navigation pane on the left.
On the Inbound Configuration page, configure a global playback file or a playback file for a specific number:
Global configuration: Click Modify Global Configuration. Set parameters, such as Configuration Type, Playback File, and Configuration Description. Then, click Confirm Modification.
Specific number inbound configuration: Click Add Specific Number Inbound Configuration. Set parameters, such as Configuration Type, Qualification Type, Company, Called Number, Playback File, and Configuration Description. Then, click OK.
Method 2: Contact service personnel for assistance
If you cannot complete the configuration on your own, you can contact your account manager or submit a ticket. Provide your account information and the numbers that require configuration. Service personnel will help you complete the setup.
Consequences of not configuring inbound call playback
If you do not configure inbound call playback promptly, carriers may restrict your number and make it unusable.
The platform will start applying default inbound call answering and playback rules at 10:00 on June 1, 2026. These rules may incur charges. For pricing details, see Pricing of Voice Service for mainland China or contact operations personnel.
If you do not agree to the default rules, you can unregister the number.
FAQ
Q: Does configuring inbound call playback affect voice notifications or outbound call services?
No. Inbound call playback only applies when an external caller dials your number (inbound calls). It plays a preset welcome greeting or prompt tone for the caller. Inbound call playback is completely independent of outbound services such as voice notifications and intelligent outbound calls.
Modifying the global inbound call playback configuration or adding configurations for specific numbers only changes the audio that inbound callers hear. It does not affect your voice notification delivery, outbound call task execution, or any other business functions.
If you have not configured inbound call playback, only inbound call scenarios are affected: the system plays the default prompt tone. Outbound call capabilities are not restricted, and numbers are not suspended.
Q: How do I distinguish inbound call playback from other Voice Service features?
Inbound call playback is the preset greeting (for example, "Welcome to [Company Name]") that an external caller hears after dialing your voice number. This differs from outbound scenarios, where your platform proactively plays alert or notification audio to the called party.
Product scope: Inbound call playback for Voice Service is configured in the Voice Service console. It is a separate feature from the AI call capabilities of Intelligent Speech Interaction and the agent configuration of Cloud Call Center. These features do not affect each other.
Default playback file: The platform provides a default playback audio (for example, "All agents are busy"). This default file cannot be downloaded. To use a custom greeting, record and upload your own audio file. If no custom configuration is made, the system automatically plays the default prompt.
Q: Is configuring inbound call playback charged?
Charges depend on your number type:
Number type | Charges |
Landline number | Configuring the inbound call playback feature itself does not incur additional charges. |
Special service number | Charges apply for inbound call playback on special service numbers. Fees are calculated based on the agreed price. |
Outbound-only number | No charges apply. Outbound-only numbers do not support inbound connections. |
If you do not complete configuration before 10:00 on June 1, 2026, and your number supports inbound calls, the platform will apply default inbound call answering and playback rules, which may incur charges. For details, see Pricing of Voice Service for mainland China or contact your operations representative.
Q: I get a "Number does not exist" or "Invalid number" error when adding a specific number inbound configuration. What should I do?
Try the following troubleshooting steps:
Check the number format: Make sure there are no leading or trailing spaces in the number you entered. Refresh the page and try again.
Verify that the number supports inbound calls: Go to the Real Number Management page and check the Supports Inbound field for the number. If the call type is outbound only, the number cannot be configured for inbound call playback. The error message is expected behavior in this case, and no further action is required.
Check the number status: Make sure the number has been activated in the Voice Service console and is currently available.