AI-generated summary
Genesys Cloud AudioHook Monitor has several operational constraints that organizations should consider during implementation. ACD agent consult call recordings cannot be streamed through AudioHook, and consult transfers between agents in different queues assigned to different programs are not detected by the edge, resulting in interactions being attributed to the original program—with blind transfers serving as a workaround. AudioHook functions exclusively as a streaming mechanism and does not support data storage capabilities. The feature streams only outbound calls initiated on behalf of a queue. Organizations are limited to 20 AudioHook Monitor integration installations, with a maximum of five active integrations and up to 500 custom monitor configurations per organization, enabling various queue and flow combinations. These limitations are non-configurable and apply uniformly across all organizations. Additional protocol-specific constraints are documented in the AudioHook Protocol Limits resource in the Genesys Cloud Developer Center.