Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Cognigy Integration connection delay

    Posted 07-06-2023 09:57
    No replies, thread closed.

    Hello All,

    I am currently facing an interesting challenge. I tried to integrate a cognigy Bot into a voiceflow via the standard cognigy integration. 
    When calling in, the bot should listen to what I am saying and give recommendations, or answering yes/no questions.

    However, It currently appears that the first 100-150ms seems to not get to the cognigy bot (If I say Yes immediatly after the TTS stops, it does not recognises the yes, I need to repeat my "yes" after 1 second). It works when I am trying it out solely in Cognigy without the connection to genesys.

    We are using the cognigy standard integration, cognigy voice gateway connected to genesys cloud. 

    I know those information are pretty limited but maybe you guys have an idea. It might be problematic on the voice-gateway <> genesys cloud routing.

    Best Regards

    Florian


    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Florian Pickert
    Deutsche Telekom MMS GmbH
    ------------------------------


  • 2.  RE: Cognigy Integration connection delay

    Posted 08-03-2023 03:46
    No replies, thread closed.

    I assume you are sending this through an Inbound Flow and then sending over them through a SIP trunk.  You need to make sure that you have no delays in your call flow by setting the prompts to 100 ms blanks or just a period on TTS and removing the extension dialing and all repeats and waiting for input before the external transfer.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content