FAQs: AudioHook Monitor

To obtain the IP address range for AudioHook Monitor specific to the region of your organization, you can make a request to the following Genesys Cloud Public API endpoint: Get public ip address ranges for Genesys Cloud.

The request returns a list of IP ranges. Use the range that is marked as “audiohook”.

{
  "entities": [
    {
      "cidr": "52.200.73.32/32",
      "service": "data-actions",
      "region": "us-east-1"
    },
    {
      "cidr": "52.200.73.32/32",
      "service": "smtp",
      "region": "us-east-1"
    },
    {
      "cidr": "52.200.73.32/32",
      "service": "open-messaging",
      "region": "us-east-1"
    },
    {
      "cidr": "52.200.73.32/32",
      "service": "audiohook",
      "region": "us-east-1"
    },
    {
      "cidr": "52.73.166.199/32",
      "service": "data-actions",
      "region": "us-east-1"
    },
    …
  ]
}

You have the following options to configure your use of AudioHook Monitor on a queue:

• Enable AudioHook Monitor for a particular queue and let this queue then stream to AudioHook Monitor.
• Use the Audio Monitoring action and flow configuration in Architect to determine whether a particular call must stream to AudioHook Monitor.
• The server of the third-party provider can initiate a pause that stops audio streaming via AudioHook Monitor until the audio is needed again and resumes it. For more information, see the AudioHook Monitor specification in the Genesys Cloud Developer Center.

You can choose not to stream via AudioHook Monitor when a call is going through the IVR or waiting in the queue. AudioHook Monitor honors the following recording settings:

• To suppress streaming at IVR runtime, edit the corresponding flow in Architect, and choose Suppress recording for the entire flow in Recording and Speech Recognition settings.
• To suppress streaming when a caller is waiting in queue, disable Continue Voice Recording during Queue Wait in the Voice tab of Queue configuration.
• To suppress streaming when a call is on hold, enable Holds in the Optional Recording subsection of the Media’s tab Recording section in External Trunk settings.

A successful AudioHook session includes the following high-level states:

• Genesys Cloud establishes the HTTP WebSocket connection to your services and authenticates the client.
• After Genesys Cloud has established the WebSocket connection, the client initiates an open transaction. The client does not send audio until the server completes the open transaction and responds with an “opened” message.
• When the session is open, Genesys Cloud starts sending audio to the server and the server can send event messages to Genesys Cloud.
  Note: AudioHook currently does not support re-establishing session connections.
• The client or the server can send a “paused” message to notify that the stream is paused. For example, if the stream is in a server-initiated pause and the client initiates its own pause, then the client sends a “paused” message.
• The server can send a “resume” message to the client to end a pause the server has initiated. If there is a client-initiated pause, then the client responds with a “paused” message to indicate to the server that the stream is still paused.
• When the interaction ends, which can happen at the server’s request, the client initiates a close transaction to ensure a clean finalization of the session. The client does not send any audio frames after the client issues the “close” message. This enables the server to terminate downstream sessions gracefully, finalize results, and communicate them to the client as appropriate in “event” messages.
• The client terminates the TLS/TCP connection.

You can use the Audio Monitoring action within your Architect call flow to enable or disable streaming. 

All conversations are streamed to the URL you specify for your AudioHook server. Your AudioHook server will be responsible for deciding which AudioHook stream to accept or reject.

To stream queue audio for a subset of calls with AudioHook Monitor, configure logic in an Architect flow by using the Audio Monitoring action to determine if audio should begin streaming for a call. The Architect Audio Monitoring action enables AudioHook monitor to start or stop streaming to a third party.

If a premises-based Edge handles the external leg of the call; for example, if the call line or trunk for the external caller is on a premises Edge), then AudioHook is not allowed, regardless of whether or not the rest of the call uses or does not use cloud or premises Edges.

Genesys Cloud supports up to five AudioHook Monitor integration installations.

Latency is possible due to network issues and internet reliability. These issues prevent us from guaranteeing that you will always receive audio messages in a consistent “real-time” fashion.