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  • 1.  Nuance Gatekeeper

    Posted 02-25-2024 14:28
    Edited by Antwuan Rencher 02-28-2024 13:35

    Has anyone implemented Nuance Gatekeeper to Genesys Cloud CX?  I have a call this week to start the implementation process.  Nuance Gatekeeper is an AppFoundry offer, but I am looking for any notes on the integration, implementation etc.  I see lots in the Developer Portal on Nuance Mix and Recognizer but nothing on Gatekeeper. Thanks.


    #ConnectwithaCustomer(NEW)
    #Implementation
    #Integrations
    #Security
    #Unsure/Other

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    Martin Bunting
    i3Vision Technologies Inc.SC
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  • 2.  RE: Nuance Gatekeeper

    Posted 03-08-2024 21:21

    Hey Martin,

    There has not been much out yet since this counts on the new AudioConnector feature for 2-way audio through the AudioHook mechanism.  Nuance is working very closely with Genesys on this integration and be rest-assured that it will be tight and work well.  Essentially, you enable AudioConnector and the Gatekeeper integration and then use a flow to call Gatekeeper for authentication or use a script app to do passive authentication.  This first phase will not have the full feature set, but most will come as close followers.  If you want to know more, you should ask @Alejandra Santiago as she is probably working with Nuance/Microsoft on this.



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    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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  • 3.  RE: Nuance Gatekeeper

    Posted 03-08-2024 23:35

    Thanks, Robert,  we are also a reseller of Nuance products so I will be working with them to test the integration.  I will contact @Alejandra Santiago when we are ready to start the project.  I hope you are doing well.



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    Martin Bunting
    i3Vision Technologies Inc.SC
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  • 4.  RE: Nuance Gatekeeper

    Posted 13 days ago

    @Alejandra Santiago 

    Hi Robert and Alejandra, 

    We are creating a Nuance Gatekeeper solution for our client, I am trying to find information on how to call the gatekeeper in the flow, I am not able to find it on the Genesys Portal, could you please provide some guidelines? 

    Regards,

    Emily



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    Emily Zhao
    Connex Telecommunications Inc.
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  • 5.  RE: Nuance Gatekeeper

    Posted 12 days ago

    Hello,

    Yes we have implemented Nuance Gatekeeper with one of our Genesys ORG. It is very simple to implement, download AudioHook integration, get the creditials from Nuance or Genesys. Your first step is done.

    Next Genesys initiated an audiohook connection automatically when either the architect flow has Transcription ON within the flow or when the call lands in a queue with Transcription ON. If both are ON it will work but if none is present it will not.
    Additionally we implemented SSO in Gatekeeper which has the same SSO details as Genesys, ensuring the user-id of Genesys match Nuance user-id when audiobook connects.

    Hope this helps.

    Regardd



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    Vineet Kakroo
    FIL Fund Services (Bermuda) Limited
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  • 6.  RE: Nuance Gatekeeper

    Posted 9 days ago

    @Vineet Kakroo Have a question.  When using the Nuance Gatekeeper integration, are the participant data updates immediately sent to Gatekeeper or are they buffered until the end of the call leg?
    Codec:  Audio hook monitor uses PCMU, Does the codec negotiation be done Audio hook monitor app? because our preferred codec in the trunk was set to Opus.



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    Prem
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  • 7.  RE: Nuance Gatekeeper

    Posted 6 days ago

    Hi @Prem Venkatesh
    As far as I know, the participant data that is on the call at the time call is assigned to the agent is what will also reach Nuance. My understanding is that the AudioHook connection will only happen once the agent is assigned to the call on Genesys and when that happens the participant data gathered on the call until that time will be available for Nuance.

    Please be aware that Nuance will break or not work if there is a lot of Participant data. I don't know the limit but I had once setup on my test environment all of the UUI data I as participant data and we lost ability to do biometrics on Nuance. Only once Nuance support looked at it and asked to remove the huge participant data, were we able to fix it.
    As for the codec question, we have setup for all codecs, especially OPUS, PCMA & PCMU and it works fine with Nuance. Currently due to other reasons, our production is set to PCMU.

    Hope this helps.

    Regards



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    Vineet Kakroo
    FIL Fund Services (Bermuda) Limited
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  • 8.  RE: Nuance Gatekeeper

    Posted 6 days ago

    @Vineet Kakroo Thank you, for the update.



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    Prem
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