Genesys Cloud – Control AudioHook integration queue audio streams

In a future release, Genesys Cloud will allow administrators to control which AudioHook integration receives audio from each queue.  This update gives administrators the ability to assign each queue to a specific integration, so audio and data only go to the intended destination.

These improvements give administrators greater control in three key areas:

• Queue-level routing – Assign individual queues to specific AudioHook integrations so that audio streams only to the integration configured for that queue.
• Compliance routing – Ensure sensitive or regulated audio – such as HIPAA-related data – streams only to approved integrations, which is especially important for organizations with multiple business units in the same organization.
• Centralized configuration – Create and manage AudioHook configurations from a single page, assigning one or more queues or flows to each configuration.

What’s changing

Administrators can create AudioHook configurations from a new configuration management page and assign each configuration to specific queues or flows. Each queue or flow can belong to only one configuration at a time, and once assigned, it becomes unavailable for selection in other configurations. Administrators can publish a configuration to put it into effect immediately.

Existing customers will not experience any service disruption at release. Genesys Cloud will automatically apply a default configuration that preserves current streaming behavior – all active integrations assigned to all queues and flows – with no action required.

Why this matters

Administrators can route audio with precision, enforce data boundaries for compliance purposes, and manage everything from one place without workarounds.