Genesys Cloud - Main

Hi All, I'm starting to test Audiohook for call transcription inside of a flow. The Audiohook provides Events to Genesys Cloud but I don't know if we have the possibility to catch these events in the Architect, to make decisions based on these events. Is there any way to catch these events inside of a flow in Architect?

Best regards,

I don't see the relationship here.  AudioHook is designed to allow external programs to tap into the audio of Genesys Cloud calls.  Usually this is for external recording, voice biometrics, or agent assist-type features of 3rd-party products.  I guess Architect could send a data action to a voice biometrics program to start the listening and receive the feedback from that service, but Architect would not talk directly to AudioHook.  What are you trying to accomplish?  Why would you need to use AudioHook for transcription when that is already available with the Transcription Topic for the Notification API?

Hi All, I'm starting to test Audiohook for call transcription inside of a flow. The Audiohook provides Events to Genesys Cloud but I don't know if we have the possibility to catch these events in the Architect, to make decisions based on these events. Is there any way to catch these events inside of a flow in Architect?

Best regards,

I don't think so. If AudioHook has defined answer events, why can't read these events in the Architect Flow? For example, If I use AudioHook for Biometry Authentication, I would like to send an Event with True/False, to make decision about the next step in the flow(Biometric onboarding process, hangup the call, transfer to specialized queue, etc)

I don't see the relationship here.  AudioHook is designed to allow external programs to tap into the audio of Genesys Cloud calls.  Usually this is for external recording, voice biometrics, or agent assist-type features of 3rd-party products.  I guess Architect could send a data action to a voice biometrics program to start the listening and receive the feedback from that service, but Architect would not talk directly to AudioHook.  What are you trying to accomplish?  Why would you need to use AudioHook for transcription when that is already available with the Transcription Topic for the Notification API?

Hi All, I'm starting to test Audiohook for call transcription inside of a flow. The Audiohook provides Events to Genesys Cloud but I don't know if we have the possibility to catch these events in the Architect, to make decisions based on these events. Is there any way to catch these events inside of a flow in Architect?

Best regards,

I don't think so. If AudioHook has defined answer events, why can't read these events in the Architect Flow? For example, If I use AudioHook for Biometry Authentication, I would like to send an Event with True/False, to make decision about the next step in the flow(Biometric onboarding process, hangup the call, transfer to specialized queue, etc)

I don't see the relationship here.  AudioHook is designed to allow external programs to tap into the audio of Genesys Cloud calls.  Usually this is for external recording, voice biometrics, or agent assist-type features of 3rd-party products.  I guess Architect could send a data action to a voice biometrics program to start the listening and receive the feedback from that service, but Architect would not talk directly to AudioHook.  What are you trying to accomplish?  Why would you need to use AudioHook for transcription when that is already available with the Transcription Topic for the Notification API?

Hi All, I'm starting to test Audiohook for call transcription inside of a flow. The Audiohook provides Events to Genesys Cloud but I don't know if we have the possibility to catch these events in the Architect, to make decisions based on these events. Is there any way to catch these events inside of a flow in Architect?

Best regards,

In the Architect flow you would need to make a Data Action request out to your Audiohook server, probably passing the Conversation ID in the request.  The Audiohook server would take that conversation id and see if it passed the Voice Bio test and respond back to the Data Action with a true or false.  Then in Architect you can branch on that returned response.

So basically you have to poll from Architect.  You can not push an event from your Audiohook server.

I don't think so. If AudioHook has defined answer events, why can't read these events in the Architect Flow? For example, If I use AudioHook for Biometry Authentication, I would like to send an Event with True/False, to make decision about the next step in the flow(Biometric onboarding process, hangup the call, transfer to specialized queue, etc)

I don't see the relationship here.  AudioHook is designed to allow external programs to tap into the audio of Genesys Cloud calls.  Usually this is for external recording, voice biometrics, or agent assist-type features of 3rd-party products.  I guess Architect could send a data action to a voice biometrics program to start the listening and receive the feedback from that service, but Architect would not talk directly to AudioHook.  What are you trying to accomplish?  Why would you need to use AudioHook for transcription when that is already available with the Transcription Topic for the Notification API?

Hi All, I'm starting to test Audiohook for call transcription inside of a flow. The Audiohook provides Events to Genesys Cloud but I don't know if we have the possibility to catch these events in the Architect, to make decisions based on these events. Is there any way to catch these events inside of a flow in Architect?

Best regards,