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Hello All,

Is Audiohook performing any processing or modification on the audio stream, or should we assume that any suppression or alterations we observe are occurring before Audiohook forks the media to us? Additionally, are there any other points within the Genesys platform where audio might be manipulated before it reaches Audiohook?

Thanks

Hi Matthew, 

According to the docs, there is a case for PCI-relevant data collection, the Genesys Cloud secure pause feature temporarily stops the recording and transcription, and by association, this feature also pauses AudioHook Monitor streaming of PCI-relevant phases of an interaction. Check out https://help.mypurecloud.com/articles/audiohook-monitor-overview/

Some more information from talking to the appropriate team; All stream suppressions happen before we fork it to audiohook. In relation to audio alterations, such as codec changes, there is however one exception, WebRTC can be configured to use Opus, if that is the case, these streams are converted from Opus to PCMU somewhere in the media services.