Configure and activate the Audiohook streaming protocol integration in Genesys Cloud

Feature coming soon

To access and use the Audiohook streaming protocol with voice transcript-enabled queues or with Architect’s Transcription action, you must first add and configure the Audiohook streaming protocol integration in Genesys Cloud.

Notes: Before you begin, perform these tasks:
  1. Install the Genesys Cloud Voice Transcription integration from the Genesys AppFoundry.
  2. Configure the OAuth client credential for Genesys Cloud Voice Transcription.
  3. Obtain Audiohook credentials from the webhook service in which you want to connect.
  4. Install an Audiohook streaming protocol integration for each endpoint.

To configure the Audiohook streaming protocol integration, follow these steps:

  1. In Genesys Cloud, click Admin.
  2. Under Integrations, click Integrations.
  3. Install the Audiohook streaming protocol integration from Genesys AppFoundry.
  4. Click the Configuration tab.
  5. Click the Properties tab.
  6. Under Channel, select whether to stream internal (agent), external (customer), or both.
    Note: A value of “both” means a two-channel (stereo) stream with external party on the left channel and internal party on the right; values of “external” and “internal” provide a single-channel stream.
  7. Under Connection URI, select the WebSocket endpoint in which to stream the audio.
  8. Click the Credentials tab.
  9. Click Configure. The Configure Credentials dialog prompts you for the values that you obtained from the endpoint to which you want to connect:
    • API Key: The API key that passes to servicers in the X-API-KEY header.
    • Client Secret: The value that you use to sign connection requests and allow servers to authenticate the client.
  10. Click OK.
  11. Click Save.
  12. Select the Details tab.
  13. To activate the integration, click Inactive. The Change Status dialog appears and asks you to confirm that you want to activate Audiohook.
  14. Click Yes. The status changes to Active.