About AudioHook Monitor

AI-generated summary

Genesys Cloud's AudioHook Monitor enables streaming of conversation audio to third-party services for voice biometrics, transcription, recording, and agent assist processing. The feature currently supports up to 5 integrations, with a planned increase to 20 integrations in a forthcoming release. AudioHook Monitor adheres to PCI DSS compliance when secure pause runs during secure flows; however, it cannot be used to stream audio during PCI-relevant interactions such as Architect secure flows, and best practice recommends avoiding its use for audio processing during PCI-sensitive interactions. Installation occurs through the Genesys AppFoundry, followed by configuration and activation within Genesys Cloud. Implementation involves using AudioHook Monitor within Architect call flows by selecting appropriate queues or utilizing the Audio Monitoring action, with audio monitoring subsequently enabled in associated queues. The feature includes capabilities for adding and managing multiple AudioHook Monitor instances within interaction workflows.

Feature coming soon: Higher AudioHook Monitor integration limits. The integration limit is currently set at 5. Once this feature is released, the limit will increase to 20.

Use AudioHook Monitor to stream conversation audio to third-party services and then process that audio for voice biometrics, transcription, recording, and agent assist. This feature adheres to PCI DSS compliance when secure pause runs during secure flows. However, you cannot use it for PCI use cases to stream audio during secure flows. Best practice recommends that you do not use AudioHook Monitor to process audio during PCI-relevant interactions such as Architect secure flows. For more information, see PCI DSS compliance.

Overview

AudioHook Monitor allows you to stream conversation audio to third-party vendors.

Install, configure, and enable AudioHook Monitor

AudioHook Monitor is available from the Genesys AppFoundry. The first step is to install AudioHook Monitor. Next, configure and activate AudioHook Monitor.

Use AudioHook Monitor in interaction flows

Use AudioHook Monitor in Architect call flows. When you begin streaming, select the appropriate queue or use the Audio Monitoring action.

Use the Audio Monitoring action in an Architect flow
Enable audio monitorning in the associated queues
Add and manage AudioHook Monitors

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