Requirements for Genesys Cloud CX with AudioHook

The prerequisites for this integration are the same as for a standard recording solution. In addition, the customer must have the following external platforms deployed and receiving customer calls:

Genesys Cloud CX contact center

Configure Genesys Cloud AudioHook

Do the following for Genesys Cloud to deliver real-time audio streams to Verint over AudioHook:

Get the required licenses, which are listed in the Prerequisites of the AudioHook Monitor pricing article (link in Related Information below), on the Genesys Cloud Resource Center. In October 2023, the following licenses were listed as required:
- Genesys Cloud CX 1
- Genesys Cloud CX 2
- Genesys Cloud CX 2 WEM Add-on I
- Genesys Cloud CX 3,
- Minimum of one Genesys Cloud CX 1 WEM Add-on II license
AudioHook streaming prerequisites (customer configuration): In addition to the existing requirements for secure WebSocket connectivity and credential configuration, ensure the following Genesys Cloud CX settings are applied:
1. Enable Audio Monitoring or transcription on every queue where calls should be recorded.
2. Ensure AudioHook streaming is triggered only when Audio Monitoring is active. In Architect flows, insert the Audio Monitoring action before transferring the call to a queue.
  
  If neither queue-level monitoring nor the Architect Audio Monitoring action is configured, AudioHook will only stream during the IVR portion and stop when the call transfers to an ACD queue. For compliance recording, apply monitoring to all queues where calls may be handled by agents.
Ensure that the AudioHook Monitor and any prerequisites are configured and enabled, as described in the Genesys Resource Center (see Related Information).
Get the email address of the agents that you want to monitor. This email must be the one that the agent uses to sign in to the Genesys Cloud CX portal.
Create an authorized Oauth integration and get the Oauth Client ID and Client Secret from the app registered in the customer's instance of Genesys Cloud CX.

Understand Genesys fair use policy for API on-demand usage

Genesys does not charge for normal API usage; instead, API usages are metered. Depending on a customers overall usage, they may incur extra costs from Genesys.

Refer to the Genesys Fair Use policy for API on-demand fair use allocation for the latest fees and charges.

Optional: Integrate Genesys Cloud with EventBridge

Do the following, only if you want Genesys Cloud to deliver CTI Events to Verint over an Amazon EventBridge:

Create, configure, and manage a Kinesis Data Stream in your own Amazon account.
Configure Amazon EventBridge to route call events to the Kinesis Data Stream.
Provide Verint with the necessary connection details for the Kinesis Data Stream so Verint can configure the capture solution.