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  • 1.  Query om Audiohook

    Posted 08-04-2023 06:13
    No replies, thread closed.

    Hello Team,

    For Audiohook, if all the queues have transcription enabled, how we can we reduce/pass specific traffic to Audiohook? We would like to limit the streaming for a single queue or selected agents. Could you please suggest any solution/configuration for that?


    #ArchitectureandDesign
    #Integrations
    #Reporting/Analytics

    ------------------------------
    Rahul Gupta
    Telstra Telecommunications Private Limited
    ------------------------------


  • 2.  RE: Query om Audiohook

    Posted 08-05-2023 15:14
    No replies, thread closed.

    Audiohook requires the transcription engine to be enabled, but the trigger of the audiobook will be by the session specified in the API call.  It is not necessarily for EVERY user.  So, you need to have transcription turned on, but when you create the application or data action to utilize Audiohook, you will need to specify the ConversationId and ParticipantId to begin the streaming to your 3rd-party app.  



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

    Original Message


  • 3.  RE: Query om Audiohook

    Posted 08-12-2023 09:54
      |   view attached
    No replies, thread closed.

    Dear Robert,

    Thank you for the response.

    1. Need more details regarding the suggest solution - we are not using data action, we have configured websocket URL in audiohook configuration. 
    2. How can we pass agent information or queue information in audiohook, participant data 
    3. Could you please share some details about the advanced tab in audiohook setup configuration, I did not find any documentation for that.

    Regards,

    Rahul



    ------------------------------
    Rahul Gupta
    Telstra Telecommunications Private Limited
    ------------------------------

    Original Message


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