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  • 1.  Audio Connector - Output variables for client-initiated disconnections

    Posted 01-02-2026 09:31
    Hi Dev Community! Happy New Year :D
     
    We are working with the Audio Connector integration, and we have a question about something...
     
    In the Protocol Reference documentation, it specifies that when the server finishes, it sends a disconnect message, which can contain some output variables that can be mapped and used in the Architect flow. That's fine, however...
     
    What happens when it is the client (Genesys) who initiates the disconnection (for example, because the customer hangs up)? Is there any way to receive some output variables that could be used in Architect (for example, to store them as Participant Attributes for analytics purposes, to set wrap-ups, etc)? 
    As per our experiments, as soon as the customer disconnects, the architect flow disconnects abruptly, and therefore, what we want wouldn't be possible. Is this correct?

    Use case: Let's suppose a third-party bot that speaks with the customer to perform some self-service task. If the customer gets what they want, they might hang up even before the bot returns control of the call to Genesys. In those cases, the bot knows that the interaction was successful, but Genesys doesn't, so it wouldn't have the "Success" wrap-up. In fact, it would be indistinguishable from the cases where the customer DOESN'T get what they want and hangs up because they are tired of dealing with the bot..

    #Integrations

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    Adrián Santamaría
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  • 2.  RE: Audio Connector - Output variables for client-initiated disconnections

    Posted 05-15-2026 06:51

    Hi, 

    We are also running into this issue, it is forcing us to create dual reporting streams since we cannot rely on Genesys Cloud to reliably have access to the correct output.
    We would need some type of manually adjustable timeout time for the audio connecter, so that we could reliable receive the output, even if the conversation was disconnected.

    Br, Simon



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    Simon Ra
    Operations and Continued Improvement Manager
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  • 3.  RE: Audio Connector - Output variables for client-initiated disconnections

    Posted 15 days ago

    Hi Adrian,

    Were you able to over come with any workaround to get any data written as participant data when customer disconnects the call. We are also stuck in similar kind of situation. 

    Regards

    Raghu



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    HM Raghunandan
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  • 4.  RE: Audio Connector - Output variables for client-initiated disconnections

    Posted 15 days ago

    Hello! We could not find any workaround for storing the info in Genesys. However, as the info was being exported outside Genesys for storage purposes, what we did was that the integration pro-actively injected the information into the external system. But of course, that only works if you do not need the info inside Genesys...



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    Adrián Santamaría
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    Original Message


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