Genesys 20% Call not Landing Yet 80% processed

Genesys Cloud Integrations
1

Hi Genesys Team,

We are working with Genesys Audio hook where we are processing more than 7000 Calls a day. Out of which 80% of the calls are getting processed. And 20% of the calls are not landing into our solution. We are leveraging AWS GitHub - aws-samples/amazon-transcribe-live-call-analytics: Amazon Transcribe Live Call Analytics (LCA) Sample Solution, this works perfectly fine with low volume while we are facing issues with high volume. Now we receive calls at AWS Fargate instance, After increasing the no of instance 2-10X we see no improvement in call drop. This confirms AWS Fargate is not choked out as Percentage Memory and CPU usage is not more than 10%. As this is a big issue for us since we have planned to process 40K calls a day for more than 10-15 clients.

We are not able to see Conversation ID for all the 20% calls getting dropped, means we are not able to see initial WebSocket get request like below

GET /api/v1/audiohook/ws HTTP/1.1
Host: xxxxxxx
Connection: Upgrade
Upgrade: websocket
Sec-WebSocket-Key: SSdtIGEgV2ViU29ja2V0IQ==
Sec-WebSocket-Version: 13
User-Agent: GenesysCloud-AudioHook-Client
Audiohook-Organization-Id: d7934305-0972-4844-938e-9060eef73d05
Audiohook-Correlation-Id: e160e428-53e2-487c-977d-96989bf5c99d
Audiohook-Session-Id: 30b0e395-84d3-4570-ac13-9a62d8f514c0
X-API-KEY: SGVsbG8sIEkgYW0gdGhlIEFQSSBrZXkh
Signature: sig1=:NZBwyBHRRyRoeLqy1IzOa9VYBuI8TgMFt2GRDkDuJh4=:
Signature-Input: sig1=("@request-target" "@authority" "audiohook-organization-id" "audiohook-session-id"
"audiohook-correlation-id" "x-api-key");keyid="SGVsbG8sIEkgYW0gdGhlIEFQSSBrZXkh";
nonce="VGhpc0lzQVVuaXF1ZU5vbmNl";alg="hmac-sha256";created=1641013200;expires=3282026430

Your quick response will help us resolve the issue.

Note please ask for more details, we can do a zoom, teams meet to discuss the issue in details.

Thanks and Regards
Tarun Gupta
+919810698355
EMail : tarun.gupta1@exlservice.com

2

@tim.smith Thanks for being the most active member on Genesys Forum, can you please help us on this issue.

It will be a great help if you could provide valuable inputs for this issue, or if you can align someone to help us on this issue.

Thanks and Regards
Tarun

3

I don't work on audiohook, but I've closed this post as a duplicate or your other post that has exactly the same text.

4