Genesys Cloud - Main

Hi All,

We are trying to configure "Genesys Audio Connector" to integrate Genesys cloud with Amazon Novasonic.

We have created the Audio connector integration with wss endpoint and api key. We are calling the audio connector block in inbound flow, we can see that this block is taking the failure path, and when we print error message we see this

There was a problem communicating with the AudioConnector Bot. This is typically caused by it being incorrectly installed or configured. Check the installation and configuration of your AudioConnector Bot, and if the problem persists please contact Genesys customer support.

However we are able to successfully establish connectivity to the websocket url from other browsers, Can you please help us understand what is the issue in the integration

Hello Rajath, 

Based on your description, I can see several potential issues for the Audio Connector failure. Im gonna list them out below:

1. Connection configuration verfication:
   1. Ensure your websocket endpoint starts with wss:// and not https:// 
   2. Verify that you're using port 443 (this is the only supported port for wss:// endpoints)
   3. Confirm that the API key is correctly configured in the X-API-KEY header
2. Common issues to check:
   1. The error message you're receiving typically indicates an issue with the initial handshake between GC and your endpoint
   2. While you cannot to the websocket URL from browsers, the Audio Connector has specific requirements for the connection and message format
3. Some extra troubleshooting steps
   1. Check the integration status in GC - when you activate or save the integration, the system runs a connectivity probe
   2. Look for specific error messages in the GC logs that might indicate:
      1. websocket connections failures
      2. malformed server messages
      3. connection timeout issues
4. Verification checklist:
   1. Confirm all creds are correctly configured in the Credential tab
   2. Verify the Base Connection URI in the configuration tab
   3. Ensure your endpoint implements the AudioHook protocol correctly
   4. Check if there are any rate limiting issues on your endpoint

Additional notes to consider, the Audio Connector expects specific message formats and protocols. Your endpoint must properly handle the initial handshake and subsequent and streaming.

If your still experiencing issues after checking these points, I would recommend to check to see if there are any specific error messages in the GC logs beyond the generic error. Verify if your endpoint is properly implementing the AudioHook protocol. Confirm if there are any network restrictions between GC and your endpoint. 

Hope this helps!

Hi All,

We are trying to configure "Genesys Audio Connector" to integrate Genesys cloud with Amazon Novasonic.

We have created the Audio connector integration with wss endpoint and api key. We are calling the audio connector block in inbound flow, we can see that this block is taking the failure path, and when we print error message we see this

There was a problem communicating with the AudioConnector Bot. This is typically caused by it being incorrectly installed or configured. Check the installation and configuration of your AudioConnector Bot, and if the problem persists please contact Genesys customer support.

However we are able to successfully establish connectivity to the websocket url from other browsers, Can you please help us understand what is the issue in the integration

Hello Rajath, 

Based on your description, I can see several potential issues for the Audio Connector failure. Im gonna list them out below:

1. Connection configuration verfication:
   1. Ensure your websocket endpoint starts with wss:// and not https:// 
   2. Verify that you're using port 443 (this is the only supported port for wss:// endpoints)
   3. Confirm that the API key is correctly configured in the X-API-KEY header
2. Common issues to check:
   1. The error message you're receiving typically indicates an issue with the initial handshake between GC and your endpoint
   2. While you cannot to the websocket URL from browsers, the Audio Connector has specific requirements for the connection and message format
3. Some extra troubleshooting steps
   1. Check the integration status in GC - when you activate or save the integration, the system runs a connectivity probe
   2. Look for specific error messages in the GC logs that might indicate:
      1. websocket connections failures
      2. malformed server messages
      3. connection timeout issues
4. Verification checklist:
   1. Confirm all creds are correctly configured in the Credential tab
   2. Verify the Base Connection URI in the configuration tab
   3. Ensure your endpoint implements the AudioHook protocol correctly
   4. Check if there are any rate limiting issues on your endpoint

Additional notes to consider, the Audio Connector expects specific message formats and protocols. Your endpoint must properly handle the initial handshake and subsequent and streaming.

If your still experiencing issues after checking these points, I would recommend to check to see if there are any specific error messages in the GC logs beyond the generic error. Verify if your endpoint is properly implementing the AudioHook protocol. Confirm if there are any network restrictions between GC and your endpoint. 

Hope this helps!

Hi All,

We are trying to configure "Genesys Audio Connector" to integrate Genesys cloud with Amazon Novasonic.

We have created the Audio connector integration with wss endpoint and api key. We are calling the audio connector block in inbound flow, we can see that this block is taking the failure path, and when we print error message we see this

There was a problem communicating with the AudioConnector Bot. This is typically caused by it being incorrectly installed or configured. Check the installation and configuration of your AudioConnector Bot, and if the problem persists please contact Genesys customer support.

However we are able to successfully establish connectivity to the websocket url from other browsers, Can you please help us understand what is the issue in the integration

Hello,

Are you trying to connect Genesys Cloud directly to Amazon Novasonic? Or do you have an intermediate server/code in between?

As Cameron wrote, "the Audio Connector has specific requirements for the connection and message format"

AudioConnector is based on the use of the AudioHook Protocol. You can find information on the "About Audio Connector" page. It contains a link to the AudioHook Protocol specification. You'll need an intermediate server/gateway (code) so the two sides can communicate.

A great blog, with a code example, was recently published by Faisal, one of our colleagues. I'd suggest to have a look at it as it will likely help you connecting Genesys Cloud with a 3rd party system: Audio Connector: Sample Integration with OpenAI Realtime Voice API

Regards,

Hello Rajath, 

Based on your description, I can see several potential issues for the Audio Connector failure. Im gonna list them out below:

1. Connection configuration verfication:
   1. Ensure your websocket endpoint starts with wss:// and not https:// 
   2. Verify that you're using port 443 (this is the only supported port for wss:// endpoints)
   3. Confirm that the API key is correctly configured in the X-API-KEY header
2. Common issues to check:
   1. The error message you're receiving typically indicates an issue with the initial handshake between GC and your endpoint
   2. While you cannot to the websocket URL from browsers, the Audio Connector has specific requirements for the connection and message format
3. Some extra troubleshooting steps
   1. Check the integration status in GC - when you activate or save the integration, the system runs a connectivity probe
   2. Look for specific error messages in the GC logs that might indicate:
      1. websocket connections failures
      2. malformed server messages
      3. connection timeout issues
4. Verification checklist:
   1. Confirm all creds are correctly configured in the Credential tab
   2. Verify the Base Connection URI in the configuration tab
   3. Ensure your endpoint implements the AudioHook protocol correctly
   4. Check if there are any rate limiting issues on your endpoint

Additional notes to consider, the Audio Connector expects specific message formats and protocols. Your endpoint must properly handle the initial handshake and subsequent and streaming.

If your still experiencing issues after checking these points, I would recommend to check to see if there are any specific error messages in the GC logs beyond the generic error. Verify if your endpoint is properly implementing the AudioHook protocol. Confirm if there are any network restrictions between GC and your endpoint. 

Hope this helps!

Hi All,

We are trying to configure "Genesys Audio Connector" to integrate Genesys cloud with Amazon Novasonic.

We have created the Audio connector integration with wss endpoint and api key. We are calling the audio connector block in inbound flow, we can see that this block is taking the failure path, and when we print error message we see this

There was a problem communicating with the AudioConnector Bot. This is typically caused by it being incorrectly installed or configured. Check the installation and configuration of your AudioConnector Bot, and if the problem persists please contact Genesys customer support.

However we are able to successfully establish connectivity to the websocket url from other browsers, Can you please help us understand what is the issue in the integration

Hi @Jerome Saint-Marc,

As part of this POC, Genesys will invoke Amazon API gateway, which will trigger lambda and lambda will get the audio and invoke Novasonic.

We are using WebSocket url which is available publicly on internet.

Hello,

Are you trying to connect Genesys Cloud directly to Amazon Novasonic? Or do you have an intermediate server/code in between?

As Cameron wrote, "the Audio Connector has specific requirements for the connection and message format"

AudioConnector is based on the use of the AudioHook Protocol. You can find information on the "About Audio Connector" page. It contains a link to the AudioHook Protocol specification. You'll need an intermediate server/gateway (code) so the two sides can communicate.

A great blog, with a code example, was recently published by Faisal, one of our colleagues. I'd suggest to have a look at it as it will likely help you connecting Genesys Cloud with a 3rd party system: Audio Connector: Sample Integration with OpenAI Realtime Voice API

Regards,

Hello Rajath, 

Based on your description, I can see several potential issues for the Audio Connector failure. Im gonna list them out below:

1. Connection configuration verfication:
   1. Ensure your websocket endpoint starts with wss:// and not https:// 
   2. Verify that you're using port 443 (this is the only supported port for wss:// endpoints)
   3. Confirm that the API key is correctly configured in the X-API-KEY header
2. Common issues to check:
   1. The error message you're receiving typically indicates an issue with the initial handshake between GC and your endpoint
   2. While you cannot to the websocket URL from browsers, the Audio Connector has specific requirements for the connection and message format
3. Some extra troubleshooting steps
   1. Check the integration status in GC - when you activate or save the integration, the system runs a connectivity probe
   2. Look for specific error messages in the GC logs that might indicate:
      1. websocket connections failures
      2. malformed server messages
      3. connection timeout issues
4. Verification checklist:
   1. Confirm all creds are correctly configured in the Credential tab
   2. Verify the Base Connection URI in the configuration tab
   3. Ensure your endpoint implements the AudioHook protocol correctly
   4. Check if there are any rate limiting issues on your endpoint

Additional notes to consider, the Audio Connector expects specific message formats and protocols. Your endpoint must properly handle the initial handshake and subsequent and streaming.

If your still experiencing issues after checking these points, I would recommend to check to see if there are any specific error messages in the GC logs beyond the generic error. Verify if your endpoint is properly implementing the AudioHook protocol. Confirm if there are any network restrictions between GC and your endpoint. 

Hope this helps!

Hi All,

We are trying to configure "Genesys Audio Connector" to integrate Genesys cloud with Amazon Novasonic.

We have created the Audio connector integration with wss endpoint and api key. We are calling the audio connector block in inbound flow, we can see that this block is taking the failure path, and when we print error message we see this

There was a problem communicating with the AudioConnector Bot. This is typically caused by it being incorrectly installed or configured. Check the installation and configuration of your AudioConnector Bot, and if the problem persists please contact Genesys customer support.

However we are able to successfully establish connectivity to the websocket url from other browsers, Can you please help us understand what is the issue in the integration

Hi All,

We are trying to configure "Genesys Audio Connector" to integrate Genesys cloud with Amazon Novasonic.

We have created the Audio connector integration with wss endpoint and api key. We are calling the audio connector block in inbound flow, we can see that this block is taking the failure path, and when we print error message we see this

There was a problem communicating with the AudioConnector Bot. This is typically caused by it being incorrectly installed or configured. Check the installation and configuration of your AudioConnector Bot, and if the problem persists please contact Genesys customer support.

However we are able to successfully establish connectivity to the websocket url from other browsers, Can you please help us understand what is the issue in the integration