Adithya | 2022-04-01 10:48:50 UTC | #1
Is there a way for Genesys to expose real-time audio to 3rd party vendors during the call?
We want both sides, agent and the consumer, essentially stereo audio. How should we go about this?
It would be great if we get the call metadata as well along with it - account number, phone number, direction (inbound / outbound), etc.
Eos_Rios | 2022-04-01 13:11:55 UTC | #2
Have you tried POST /api/v2/conversations/calls/{conversationId}/participants/{participantId}/monitor from the customer's perspective?
I think that's the closest you're going to get for any sort of real time.
Rebecca_Owens | 2022-04-01 13:25:58 UTC | #3
We are currenting in Beta with AudioHook Monitor which allows you to stream real-time audio out to 3rd parties so they can monitor it and add value. It is possible to pass data in band to and from the 3rd party.
We can consider customers for Beta if they have a partner lined up to assist with the integration. We could also consider customers who want to do the integration themselves but you need to be aware that it's a heavier lift and involves implementing a server so this will not be the case with most customers. You can email me to let me know if you want to go ahead with the beta (rebecca.owens@genesys.com).
Adithya | 2022-04-01 13:30:18 UTC | #4
This is very helpful. I'll reach out to you over email. Thank you!
system | 2022-05-02 13:31:09 UTC | #5
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