Enhanced configuration and migration process for AudioHook Monitor

Announced on Effective date Release Note
February 28, 2024 TBD TBD

In a future release, Genesys will decouple AudioHook Monitor from voice transcription and customers must manually migrate to the new configuration. Concurrently, Genesys will introduce a new AudioHook Monitor configuration, where customers configure it for a queue via the Audio Monitoring Queue setting, rather than via the Voice Transcription UI Queue function. Similarly, Architect’s current Transcription action will change to the External Monitoring action.

After the feature release, Genesys will activate all toggles, excluding audiohook-disablelegacymode. At this time, customers must complete the migration by a specific deadline, to be announced, and manually configure the AudioHook Monitor Queue setting and the External Monitoring action. You can monitor migration progress through reporting in New Relic. When the migration deadline occurs, Genesys will enable the audiohook-disablelegacymode feature toggle globally and end support for AudioHook Monitor via the current process, effective only for voice transcription.

To enable audiohook-disablelegacymode on a case-by-case basis during migration, customers can contact Genesys. When the feature toggle is enabled, queues with only voice transcription will no longer open AudioHook Monitor connections. This option benefits customers with queues that are exclusively enabled for voice transcription and those that are exclusively enabled for AudioHook Monitor. Customers may also choose to disable voice transcription for all queues and use only AudioHook Monitor, or use both voice transcription and AudioHook Monitor on all queues.