Audio Monitoring action

AI-generated summary

Genesys Cloud's Audio Monitoring action enables AudioHook Monitor to stream conversation audio to third-party services for analysis. The feature operates within inbound call, outbound call, and common module flows through the Audio category of the task editor's Toolbox. Users can control audio streaming for specific IVR flow sections by enabling or disabling the action at precise points. The system requires recording enabled on the trunk and maintains a single session throughout the call duration. When disabled, the connection remains open with paused audio streaming, which resumes upon re-enabling. The action works independently from Call Audio Connector and can stream conversations between third-party voice bots and end callers to configured URLs. Queue and flow configurations follow a last-applied priority system, where the most recent configuration determines AudioHook Monitor's state. The action requires two main configurations: a distinctive name for display in the task sequence and an Enable Monitoring Boolean expression that controls the monitoring state.

Use the Audio Monitoring action to direct Architect to flag AudioHook Monitor to start or stop streaming conversation audio to a third-party service and enable the external service to analyze the audio. This action is available in the Audio category of the task editor’s Toolbox in inbound call, outbound call, and common module flows.

To transfer only a section of an flow to a third-party service, enable or disable the Audio Monitoring action at the specific section of the call flow.

Notes:

To use AudioHook Monitor, enable recording on the trunk. For more information, see BYOC Premises Edge group settings.
The Audio Monitoring and Call Audio Connector actions do not depend on each other, and they work independently. For example, when Audiohook Monitor is enabled for a flow, and there is a Call Audio Connector action after the monitoring has started, Audiohook Monitor streams the conversation between the third-party voice bot and the end caller to the configured URL.
If an Audio Monitoring action is placed in a call flow before the call is transferred to a Genesys native (voice) bot flow, the audio inside the bot flow is streamed during the conversation.
After creating an Audio Monitoring session, Genesys Cloud uses the same session for the entire duration of the call. When Audio Monitoring is disabled, the connection is kept open, and the audio stream is just paused. When Audio Monitoring is enabled again, the audio stream is resumed. For more information, see What happens during a successful session between Genesys Cloud and your AudioHook server?
When a call moves from a flow to a queue, Genesys applies the queue’s configuration last:
- If the queue disables Audiohook Monitor, it will be disabled, or remain disabled if it was already disabled.
- If the queue enables Audiohook Monitor, it will be enabled, or remain enabled if it was already enabled.
When a call moves from a queue to a flow, Genesys applies the flow’s configuration last:
- If the flow disables Audiohook Monitor, it will be disabled, or remain disabled if it was already disabled.
- If the flow enables Audiohook Monitor, it will be enabled, or remain enabled if it was already enabled.
- If the flow has no Audio Monitoring action, Audiohook Monitor retains the queue’s last configuration.
In other words, the last applied configuration from either the queue or the flow determines Audiohook Monitor’s state. For more information, see Set behavior and thresholds for all interaction types in Create and configure queues.

Name	Description
Name field	Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Enable Monitoring	Choose to enable or disable monitoring. If you set this Boolean expression as true, then Architect enables monitoring. If you set it as false or NOT_SET, then monitoring is disabled.

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Audio Monitoring action

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