Identifying AudioHook session later

Genesys Cloud Integrations
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Sorry in advance if this is a very basic question. We're implementing an AudioHook server to transcribe calls. Seeing as events aren't yet available, we need a way to get transcripts from our server back to the user. Our system is already set up to post transcripts to callback URLs, so that seems like the simplest approach.

My question is, what information should we send to users to allow them to match up our transcripts with their specific calls? Some plausible candidates I can think of:

  • Conversation ID
  • Session ID
  • Correlation ID
  • Participant ID

Which of these (if any) are sufficient to identify the call, and how would someone go about identifying the call from that info?

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All right, with some more digging I think I've got this answered to my satisfaction. Conversation ID is sufficient to identify the call. Users can find the conversation ID of calls in the Genesys UI by going to Performance > Workspace > Interactions and then clicking on the three dots to the right of the call. For doing this kind of thing programmatically, there is the Conversations API.

I think I'm content with this part of the integration now, but if any experts want to chime in with more advice please feel free.

3

Hi Ryan_Chimienti,

You are already on the right path making use of the Conversations API :+1:

1 Like
4

Great, thanks for confirming!

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