Call Audio Connector action

AI-generated summary

Genesys Cloud's Call Audio Connector action enables organizations to stream audio from inbound, outbound, secure, and in-queue call flows to third-party voice bots through configured integrations. The platform supports up to five Audio Connector integrations from Genesys AppFoundry, with at least one active integration required for operational functionality. Communication between Genesys Cloud and external bots is established through websocket connections that combine unique Connector IDs with Base Connection URIs. Configuration of the Call Audio Connector action requires specifying a distinctive action name, selecting the appropriate Audio Connector integration, and entering the Connector ID for the target voice bot. The system permits custom input variables to be passed to the third-party bot provider at runtime and captures output variables containing key/value pairs returned upon successful bot session completion. Implementation requires Integrations > Integrations > View permissions and prior installation and activation of the Audio Connector integration from Genesys AppFoundry. Input variables define name/value pairs transmitted to the Audio Connector integration at runtime, with interface controls enabling list expansion, collapse, and card reordering. Output variables capture key/value pairs returned by the third-party bot upon successful session completion, which Architect assigns to defined output variables. Flow authors can manage output variables through expand/collapse controls and move or remove key/value pairs as needed. Error handling includes failure output mapping through two key variables: errorType and errorMessage. The errorType variable categorizes errors and supports seven specific values: ActionInvocationLimitExceeded (triggered after five successful action invocations), FeatureNotEnabledError, InternalServerError, NoInputError, NoMatchError, NoResourceError, and VersionMismatchError. The errorMessage field contains non-localized failure descriptions that may be empty or set to NOT_SET. The Call Audio Connector action integrates with Architect flows and Audio Monitoring actions, enabling comprehensive voice bot interaction management within Genesys Cloud environments.

PrerequisitesClick to expand

Use the Call Audio Connector action to enable a previously configured Audio Connector integration and start streaming conversation audio to a third-party voice bot for audio processing before the streamed audio returns to Genesys Cloud. This action is available in the Bot category of the task editor’s Toolbox in inbound, outbound, secure, and in-queue call flows.

Notes:

To enable the Call Audio Connector action in Architect, you must first obtain the Audio Connector integration from the Genesys AppFoundry. For more information, see Install Audio Connector from Genesys AppFoundry. Then, configure and activate the integration in Genesys Cloud. For more information, see Configure and activate Audio Connector in Genesys Cloud.
You must enable at least one active Audio Connector integration. You can configure up to five Audio Connector integrations.

Configure the Call Audio Connector actionClick to expand

Name	Description
Name field	Type a distinctive name for the Call Audio Connector action. The label you enter here becomes the action’s name displayed in the task sequence.
Integration	Select the specific Audio Connector integration that you want to use.
Connector ID	Type the ID of the voice bot that you want to connect to. Note: The Connector ID is the unique identifier that you can specify for your voice bot to distinguish it from other bots that you may host on the same server. Genesys Cloud appends this ID to the Base Connection Uri of the selected Audio Connector integration when it establishes the websocket connection.
Inputs	Define the input variables and their values that you want the action to pass on to the selected Audio Connector integration at runtime. Use these name/value pairs to define information that you want to provide to your third-party voice bot provider. Notes: To expand or collapse the list of variables, click the arrow next to Inputs. To move an Input card up or down in the list of variables, click and hold the card. To move a card when it is expanded, click and hold the header of the card. To remove an input name/value pair from the list, click .
Outputs	Define output variables if you expect an output from the third-party voice bot. When your third-party bot successfully completes the bot session, Architect assigns the key/value pairs that your Audio Connector integration returns to the output variables that you define here. Notes: Click the arrow next to Outputs and expand or collapse the list of variables. To move the pair down in the list, click Move Down next to an Output key/value pair. To remove an output key/value pair from the list, click .

Define failure outputsClick to expand

Name	Description
Failure Outputs	These outputs allow the flow author to map the results of any resulting errorType and errorMessage variables when the Call Audio Connector action takes the failure path. errorType: A nonempty string that contains the type or category of the error. errorMessage: A non-localized failure message. The string can be empty or NOT_SET. Note: Hover over the information icon next to errorType to display the list of allowable errorType values. Select the variables that you want to assign to the failure data values returned by the Call Audio Connector action. You can use the following errorType values: ActionInvocationLimitExceeded: If a flow has successfully run the Call Audio Connector action five times, any subsequent invocations of the action take the failure path. FeatureNotEnabledError: The Call Audio Connector action is not available for the organization. InternalServerError: An unexpected error occurred during the Call Audio Connector action. Contact Genesys Cloud Customer Care. NoInputError: The Audio Connector server did not detect speech after a set amount of time. NoMatchError: The Audio Connector server detected speech, but could not match it to an appropriate response. For example, the server did not determine the caller’s intent. NoResourceError: For example, if the third-party bot was not found. VersionMismatchError: For example, if the client did not support the version of the Audio Connector protocol that the server used. Note: Click the arrow next to Failure Outputs and expand or collapse the list of variables.

Name

Description

Failure Outputs

These outputs allow the flow author to map the results of any resulting errorType and errorMessage variables when the Call Audio Connector action takes the failure path.

errorType: A nonempty string that contains the type or category of the error.
errorMessage: A non-localized failure message. The string can be empty or NOT_SET.

Note: Hover over the information icon next to errorType to display the list of allowable errorType values.

Select the variables that you want to assign to the failure data values returned by the Call Audio Connector action.

You can use the following errorType values:

ActionInvocationLimitExceeded: If a flow has successfully run the Call Audio Connector action five times, any subsequent invocations of the action take the failure path.
FeatureNotEnabledError: The Call Audio Connector action is not available for the organization.
InternalServerError: An unexpected error occurred during the Call Audio Connector action. Contact Genesys Cloud Customer Care.
NoInputError: The Audio Connector server did not detect speech after a set amount of time.
NoMatchError: The Audio Connector server detected speech, but could not match it to an appropriate response. For example, the server did not determine the caller’s intent.
NoResourceError: For example, if the third-party bot was not found.
VersionMismatchError: For example, if the client did not support the version of the Audio Connector protocol that the server used.

Note: Click the arrow next to Failure Outputs and expand or collapse the list of variables.

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Name

Description

Name field

Type a distinctive name for the Call Audio Connector action. The label you enter here becomes the action’s name displayed in the task sequence.

Integration

Select the specific Audio Connector integration that you want to use.

Connector ID

Type the ID of the voice bot that you want to connect to.

Note: The Connector ID is the unique identifier that you can specify for your voice bot to distinguish it from other bots that you may host on the same server. Genesys Cloud appends this ID to the Base Connection Uri of the selected Audio Connector integration when it establishes the websocket connection.

Inputs

Define the input variables and their values that you want the action to pass on to the selected Audio Connector integration at runtime. Use these name/value pairs to define information that you want to provide to your third-party voice bot provider.

Notes:

To expand or collapse the list of variables, click the arrow next to Inputs.
To move an Input card up or down in the list of variables, click and hold the card. To move a card when it is expanded, click and hold the header of the card.
To remove an input name/value pair from the list, click .

Outputs

Define output variables if you expect an output from the third-party voice bot. When your third-party bot successfully completes the bot session, Architect assigns the key/value pairs that your Audio Connector integration returns to the output variables that you define here.

Notes:

Click the arrow next to Outputs and expand or collapse the list of variables.
To move the pair down in the list, click Move Down next to an Output key/value pair.
To remove an output key/value pair from the list, click .

Name	Description
Failure Outputs	These outputs allow the flow author to map the results of any resulting errorType and errorMessage variables when the Call Audio Connector action takes the failure path. errorType: A nonempty string that contains the type or category of the error. errorMessage: A non-localized failure message. The string can be empty or NOT_SET. Note: Hover over the information icon next to errorType to display the list of allowable errorType values. Select the variables that you want to assign to the failure data values returned by the Call Audio Connector action. You can use the following errorType values: ActionInvocationLimitExceeded: If a flow has successfully run the Call Audio Connector action five times, any subsequent invocations of the action take the failure path. FeatureNotEnabledError: The Call Audio Connector action is not available for the organization. InternalServerError: An unexpected error occurred during the Call Audio Connector action. Contact Genesys Cloud Customer Care. NoInputError: The Audio Connector server did not detect speech after a set amount of time. NoMatchError: The Audio Connector server detected speech, but could not match it to an appropriate response. For example, the server did not determine the caller’s intent. NoResourceError: For example, if the third-party bot was not found. VersionMismatchError: For example, if the client did not support the version of the Audio Connector protocol that the server used. Note: Click the arrow next to Failure Outputs and expand or collapse the list of variables.

Name

Description

Failure Outputs

These outputs allow the flow author to map the results of any resulting errorType and errorMessage variables when the Call Audio Connector action takes the failure path.

errorType: A nonempty string that contains the type or category of the error.
errorMessage: A non-localized failure message. The string can be empty or NOT_SET.

Note: Hover over the information icon next to errorType to display the list of allowable errorType values.

Select the variables that you want to assign to the failure data values returned by the Call Audio Connector action.

You can use the following errorType values:

ActionInvocationLimitExceeded: If a flow has successfully run the Call Audio Connector action five times, any subsequent invocations of the action take the failure path.
FeatureNotEnabledError: The Call Audio Connector action is not available for the organization.
InternalServerError: An unexpected error occurred during the Call Audio Connector action. Contact Genesys Cloud Customer Care.
NoInputError: The Audio Connector server did not detect speech after a set amount of time.
NoMatchError: The Audio Connector server detected speech, but could not match it to an appropriate response. For example, the server did not determine the caller’s intent.
NoResourceError: For example, if the third-party bot was not found.
VersionMismatchError: For example, if the client did not support the version of the Audio Connector protocol that the server used.

Note: Click the arrow next to Failure Outputs and expand or collapse the list of variables.

Call Audio Connector action

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Call Audio Connector action

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