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  • 1.  Third Party BOT connectivity

    Posted 08-18-2023 09:15
    No replies, thread closed.

    Hello Team,

    We have customer using Genesys Cloud CX (Ireland Region) for outbound solution. It's Hybrid Cloud CX setup (With Local Edges).

    They have a new requirement that they would like to answer all outbound calls from their in-house developed BOT. Their BOT is hosted on Google Cloud setup (asia-south2 region).

    They have asked us to provide the Audio streams so their BOT could have conversation with customer. Customer BOT supported language is Arabic only. Genesys BOT/Architect doesn't support Arabic language today.

    In Hybrid setup, Audio Hooks doesn't work. Please let us know if there is way to provide Audio streams in Hybrid Cloud setup.

    Best Regards,

    Rakesh Kumar Jha


    #SIP/VolP

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    Rakesh Kumar Jha
    Servion Global Solutions Private Limited
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  • 2.  RE: Third Party BOT connectivity

    Posted 08-20-2023 18:06
    No replies, thread closed.

    It is true that AudioHook will not work with local Edges, so you have a few other options:

    1. Use your SBC with SIP REC to talk to the Bot.  Audiocodes has some good solutions for this on their SBCs.
    2. Terminate the trunks to a BYOC Cloud trunk instead of a local edge and then use AudioHook
    3. Terminate the number into Genesys Cloud Voice for this purpose
    4. Create a SIP TIE line between Genesys BYOC Cloud and the Bot service
    5. Use Google DialogFlow for the bot.

    Depending on the option you choose, there might be other setup required.  



    ------------------------------
    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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    Original Message


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