We are a company that develops voicebots for enterprises. We have a client that uses Genesys to dial customers. We would like to help them automate some conversations with out voice bots.
We first decided for some calls, to be forwarded to a number where a voicebot is already fully working. The problem is Genesys is not forwarding the call sometimes, or it might take up to 25 seconds to do so. This is too long for customers to wait in complete silence. I was wondering if there was a more "native" method of integrating our voicebots to genesys.
Please open a case with Genesys Cloud Care to investigate this. They can determine where the delay is coming from; if it's a config issue on the Genesys side or if the receiving end is not not accepting the transfer in a reasonable amount of time.
Genesys Cloud does not have a native method of integrating a live audio stream into a conversation that is not coming from a human using a supported phone/station type. Audio that is played from the system must be pre-recorded WAV files or TTS. Audio that does not come from the system can only be sourced from a phone/station that is in use by the user that is an active participant in the call.
The only way I'm aware of to do what you're asking is to conference in a call to an external destination that is providing the audio. In that scenario, Genesys Cloud only sees it as a telephony conference and what is actually on the other end of the call is not a concern of the platform. I think this sounds like what you're already doing, except you're doing a blind transfer to that external source instead of a conference.
I see. We'll reach out to figure out the reason behind the delay then! We've tried with SIP addresses, numbers with different providers and it persists.
You also mention the conference option, is there a way to automate an outbound flow that does that? That is how we are doing it right now, an outbound flow that immediately tranfers the call to the voicebot number.
I don't believe you can conference a call in an Architect flow; a flow is a 1:1 conversation between the caller and the Genesys Cloud IVR. You would have to first connect to a human agent and then the agent can conference in the bot. That likely defeats the purpose of your company's existence though, so probably not a reasonable option.
I'm not familiar with that; it's not part of the Genesys Cloud product. It's a third party offering resold via Genesys via the AppFoundry, but you'll have to contact the offering's author to get additional information about it.
It's unclear how it works because it doesn't explain itself and the Genesys Cloud Platform does not have any public API endpoints for this purpose that I'm aware of.
@_sachin thanks for sharing that link! I was able uncover a little bit of information about how it works. AudioHook apparently does allow you to send audio to the conversation, even though all of the documentation is exclusively focused on receiving audio from Genesys Cloud. There's a statement in the documentation https://developer.genesys.cloud/devapps/audiohook/protocol-reference#opened saying:
After the client has received the "opened" message, it can start sending binary audio frames to the server in an agreed upon format.
That's the extent of the documentation on this ability though. If you have any problems implementing this or have any additional questions, please open a case with Genesys Cloud Care as we have already exhausted the conversation we can have in context of the documentation that exists for the feature.
