Audio Monitoring action
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 use AudioHook Monitor, enable recording on the trunk. For more information, see BYOC Premises Edge group settings.
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When a call moves from a flow to a queue, Genesys applies the queue’s configuration last:
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If the queue disables Audiohook Monitor, it will be disabled, or remain disabled if it was already disabled.
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If the queue enables Audiohook Monitor, it will be enabled, or remain enabled if it was already enabled.
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When a call moves from a queue to a flow, Genesys applies the flow’s configuration last:
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If the flow disables Audiohook Monitor, it will be disabled, or remain disabled if it was already disabled.
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If the flow enables Audiohook Monitor, it will be enabled, or remain enabled if it was already enabled.
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If the flow has no Audio Monitoring action, Audiohook Monitor retains the queue’s last configuration.
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- 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. |
