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  • 1.  Genesys cloud does not support the SSML

    Posted 09-27-2021 08:15
    Hi Genesys Experts,

    I am working one POC for customer where we used AWS Lex integration with Genesys cloud and  Every thing is working fine. But Genesys cloud does not support  SSML.  When we call the Genesys TFN then 
    call goes to Lex and where we used the SSML but it does not interpret  the SSML tag and announce all SSML tag as word.

    Could Anybody help us to resolve this problem?
    #DigitalChannels
    #Integrations

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    Rakesh Singh
    HCL Technologies Ltd.
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  • 2.  RE: Genesys cloud does not support the SSML

    GENESYS
    Posted 09-28-2021 13:53
    The Genesys Cloud Amazon LEX integration does not support SSML for Lex v1 bots.  However, if you create a Lex v2 bot instead then SSML will be interpreted properly.

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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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  • 3.  RE: Genesys cloud does not support the SSML

    Posted 09-29-2021 02:13
    Thank you Jim for information.

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    Rakesh Singh
    HCL Technologies Ltd.
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  • 4.  RE: Genesys cloud does not support the SSML

    Posted 11-05-2021 14:51

    Jim,
    Does Genesys Cloud support SSML tags in a Play Audio task string of text? I was trying to use some SSML tags today and it didn't work.

    I am almost certain I did use SSML tags in a project a couple years ago.
    I'm using the Genesys Enhanced TTS beta, the voices list look a lot like Google TTS list. But I can't get any SSML tags to work if I choose Genesys Enhanced TTS or Google TTS. 
    Did it use to support SSML?
    Appreciate any response or direction on how to use SSML tags.



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    Greg Beal
    IBM Corporation USA
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  • 5.  RE: Genesys cloud does not support the SSML

    GENESYS
    Posted 11-05-2021 14:53
    No it doesn't support SSML.  No it never used to support SSML.

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    Melissa Bailey
    Genesys - Employees
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  • 6.  RE: Genesys cloud does not support the SSML

    Posted 11-05-2021 15:04
    Melissa, 
    Thanks for the reply.
    Nuts, I must be remembering an old CIC project. Haven't touched PureConnect for several years, did that support SSML?

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    Greg Beal
    IBM Corporation USA
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  • 7.  RE: Genesys cloud does not support the SSML

    GENESYS
    Posted 11-05-2021 15:23

    I am not aware that any TTS or Bots, except for Lex v2, support SSML at this time.  The only reason that Lex v2 works is that the text is handled directly by Poly before being returned to Genesys.  With all others the text returns to Genesys and then we trombone it to the TTS provide, and for some reason the SSML tags are stripped out or not interpreted during the tromboning.

     

    Jim Crespino
    Sr Director, Developer Evangelism
    T:  +1 785 477 0504

     

    Developer? Have questions? 

    Check out the DevFoundry.

     

    signature_1019067643

     






  • 8.  RE: Genesys cloud does not support the SSML

    Posted 03-18-2023 08:26

    Hi Jim,

    I am using lexv2 with Genesys cloud integration  but SSML is not working. When I put content type SSML in lexv2 and and using SSML tag in prompt message and it does not play anything its play blank audio( no audio comes).

    Could you please guide me  to resolve this issue?

    Thank you



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    Rakesh Singh
    HCL America Inc.
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