Audio Management - Can’t find the right sound file to change to

Firstly, you should verify that the audio file you are looking for has been uploaded in to Puzzel. To do this, navigate to Services > Audio and expand the Sound File Library section. From here you can search the list to verify the recording has been uploaded, taking note of its category:

If the file exists, but you can’t find it when making a change in Services > Audio > Sound files in Use, check that the category for the message you are trying to switch to matches the audio module you are trying to change: 

If the category does not match, you can select the appropriate category from the dropdown, or select No Category to see all audio files in the library. The file should then become visible to switch to.

If a user cannot see the audio file in the library, or cannot see the category in the dropdown:

This is likely being caused by a Resource Filter. Navigate to Users > Access Control > Assign Resource Filters to see which filter is assigned to the agent, and then access this filter via Users > Resource Filters to see which Sound file categories are included within this.

You can then add the required category using the plus sign within Sound file categories and save the changes to give visibility of this to the user.