Audio Connector Dual Channel Streaming

Genesys Cloud Webhooks
1

Hello,

We are looking to implement the audio connector to make use of the dual channel streaming to a 3rd party platform and have a few questions as to how this works as there seems to be some information missing in the documentation.

  1. I can see we need to setup two audio connectors to allow the monitoring of each caller (Agent & Customer), how does Genesys initiate the sessions?
  2. How can we stream the audio back to either the Agent or customer with the ability to agent or customer hear the audio being played back.

Any information you could provide as I am not seeing this level of detail on the documentation.

2

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