Overview of real-time VoIP capture from Genesys Cloud AudioHook

Genesys Cloud with AudioHook can deliver real-time customer call audio to Verint capture service. In addition, Genesys Cloud provides two methods for delivering CTI event data to Verint—WebSockets and Amazon EventBridge. Refer to the following diagrams to understand the required components, how they communicate, and who is responsible for deploying them as you plan and prepare for integration.

In the context of Genesys AudioHook, EDM serves as the endpoint that receives and processes the real-time audio streams. Once the audio is captured, EDM can handle tasks like:

  • Recording and archiving interactions

  • Applying compliance rules

  • Making data available for analytics and quality monitoring

Genesys Cloud AudioHook

The Verint capture service receives real-time call audio from the Genesys Cloud AudioHook (webhook) through a secure WebSocket connection (TLS). The related CTI events are delivered to Verint over the Genesys Notifications API through another secure WebSocket connection.

Diagram: Genesys Cloud AudioHook integration

Genesys Cloud Audiohook and EventBridge

Verint capture service receives real-time audio from the Genesys Cloud AudioHook (webhook) through a secure WebSocket connection (TLS). Genesys Cloud CX publishes the related CTI events to Amazon EventBridge, which forwards them to a Kinesis Data Stream that the Verint capture service subscribes to.

Diagram: Genesys Cloud AudioHook with EventBridge

Components

Communications

  1. Customer

  2. Agent

  3. Public Switch Telephony Network (PSTN)

  4. Genesys Cloud contact center

  5. Genesys Cloud telephony switch

  6. Genesys Cloud AudioHook

  7. AWS Amazon EventBridge

  8. AWS Amazon Kinesis Data Stream

  9. VerintEDM capture (recording) solution

  10. Web Application Firewall

  11. Load Balancer

  12. Main Recorder

  13. Recorder Adapter Proxy Service (RAPS)

  14. IP Recorder

  15. Standby Recorder

  16. Recorder Adapter Proxy Service (RAPS)

  17. IP Recorder

  18. Recorder Integration Service

  19. Screen Recorder

  20. Data Center

  1. SIP Call between Customer on the PSTN and Agent on the Contact Center site.

  2. Real-time audio stream from contact center to Verint Recorder through the Verint Adapter (AudioHook adapter)

  3. Real-time Agent events over Verint’s Genesys Cloud EventBridge Adapter

  4. Interaction updates

  5. Events (real-time) over Verint Capture Notifications API

  6. Interaction consolidation

  7. Desktop command and control

  8. Desktop screen stream (real-time)

 

Audio recording = A, B, C, D, E, F, G

Screen recording = D, H, I, G

Related topics 

Load balancing of AudioHook sessions

Available interaction types for voice using AudioHook

Voice capture from Genesys Cloud CX AudioHook