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is it possible to retrieve speaker specific channels at a contact center?

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  • 1.  is it possible to retrieve speaker specific channels at a contact center?

    Posted 05-22-2023 13:02
    No replies, thread closed.

    Hi,

    Is it possible for our client using Genesys at their contact center to extract the caller's channel (not the agent channel), create and post a 60 second wav file (or, stream that channel) to an external API endpoint for speech processing? If so, can you please point me to the particular section in the documentation? Also, what Genesys call center products support this feature? I'd also like to know the audio quality that can be extracted and what the determining factors are. 

    Any help is much appreciated.

    Thank you!


    #SIP/VolP
    #Telephony

    ------------------------------
    Deepak Ghosh
    Individual Only Contact Account
    ------------------------------


  • 2.  RE: is it possible to retrieve speaker specific channels at a contact center?

    Posted 05-23-2023 23:24
    No replies, thread closed.

    Well, there are several choices here:
    1. AudioHook
    Create a server that receives the audio from the conversation and save out the customer channel to your data store  About AudioHook Monitor - Genesys Cloud Resource Center (mypurecloud.com)
    2. S3 Export
    Use a policy to export the recording to your own S3 bucket then use a 3rd-party product to split the audio and save out the customer segment to another file  About the AWS S3 recording bulk actions integration - Genesys Cloud Resource Center (mypurecloud.com)
    3. Use the API to export recordings as wave files which if I remember will export as two mono files.  https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-recording-jobs



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



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