Is Audiohook supported in a BYOC environment?
Is it possible to use Audiohook in an environment that has local SBC's , local trunks - audio is being captured off the SBC - but would like to use audiohook CTI events - is that possible?
Hello,
"Is Audiohook supported in a BYOC environment?"
AudioHook is supported with Genesys Cloud Voice and with BYOC Cloud.
AudioHook is not supported at this time with BYOC Premise (Genesys Cloud Premise Edges deployed locally).
"Is it possible to use Audiohook in an environment that has local SBC's , local trunks - audio is being captured off the SBC - but would like to use audiohook CTI events - is that possible?"
I think there might be some confusion with what AudioHook is doing.
AudioHook goal is to "capture" the audio - i.e. stream audio of calls in real-time to a 3rd party server (over a WebSocket as defined by AudioHook protocol).
AudioHook does not provide "CTI events". Unless you are referring to paused/resumed audiohook messages?
If you are trying to get conversation events, you may want to take a look at this interesting blog on Event Driven Integrations in Genesys Cloud.
Something useful to know as well, when using BYOC Cloud or BYOC Premise, is that the Genesys Cloud ConversationId can be propagated to a custom SIP Header (on INVITE for an outbound call or 200 OK for an inbound call) - "x-inin-cnv" header when enabling Conversation headers. This can make it easier to tie the audio you collected on SBC side with a Genesys Cloud Conversation context.
Regards,
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