I’m currently working on a project where we’re using Genesys Cloud along with a custom audio processing pipeline. Here are the key details of our setup:
We are sending audio data to Genesys Cloud via AudioHook using the PCMU (µ-law) codec for encoding.
The system involves real-time transcription and TTS with IVR messages.
All data is transmitted successfully, and we can see other interaction-related details, but no call recordings are visible in Genesys Cloud.
We have confirmed that:
The trunk settings are configured to enable line recording.
The calls are successfully processed without any apparent errors in the logs.
The audio transmission appears to be functioning correctly, as our real-time STT works as expected.
When we make the call, we can actually hear the audio properly on the line, confirming that the audio is transmitted successfully.
Could there be additional configuration or API settings that we might be missing to ensure the recordings are properly saved in Genesys? Specifically:
Do we need to enable specific policies or permissions for recording AudioHook streams?
Are there any known issues with PCMU-encoded audio not being recorded by Genesys?
Any guidance or insights on troubleshooting why the recordings are not being saved or visible would be greatly appreciated.Thanks in advance for your support!
we believe that the recording policies are not the issue. If we include an audio sequence without Audio Connector in the same treatment, it records fine. If we include a transfer to a queue, the part of the queue is recorded.
Could it have something to do with the codecs? The message we get where the recording should be is: No Available Media. The selected recording has no media available for playback.
Ah ok. I thought it could have been related to policies as it was not mentioned in your original post.
"If we include an audio sequence without Audio Connector in the same treatment, it records fine."
There is a possibility to not record the IVR flow (Architect Inbound call flow). This is a settings at the Architect flow level, enabled by default I think, that allows to suppress recording for the entire flow.
But based on your description (the fact it is recorded when your Audiohook Connector is not used in the flow), I guess you have already disabled this in your flow.
It would be good to open a case/ticket with Genesys Customer Care, providing your organizationId and region, and if you can, the id of a conversation which failed (I mean conversationId of a call, with a call to your Audiohook Connector and with this issue in recording). They have access to org/service logs and may be able to spot an error or an alert there. We do not have access to customer data and logs from the forum.
