Limitations - Genesys Cloud CX AudioHook audio capture

Known limitations for a Verint recording solution for Genesys Cloud CX AudioHook to capture call audio. A known limitation is a feature or function that seems desirable, but is unavailable for use because of a limited ability in our system, the external system, or both. Whenever possible, we provide a workaround.

Direct outbound calls cannot be captured

Impact: Direct outbound calls not made on behalf of the agent through a queue are not captured.
Cause: AudioHook does not stream audio for direct outbound calls.
Workaround: None.

Internal calls cannot be captured

Impact: Calls between agents are not recorded.
Cause: AudioHook is trunk-side capture and does not stream internal agent-to-agent audio.
Workaround: None.

Conference calls without an external party cannot be captured

Impact: Conferences involving only internal participants are not recorded.
Cause: AudioHook streams only calls involving external parties.
Workaround: None.

Pre/post interaction cannot be excluded from streaming

Pre/post agent interaction (for example, IVR or a survey) can be optionally captured but is streamed to Verint components regardless. Even if the audio for pre/post interaction with the customer is not kept, the audio cannot be prevented from being streamed.

Impact: AudioHook begins streaming audio at the start of inbound calls; including IVR or survey segments. Even if pre/post interaction audio is not retained, it is still streamed to Verint.
Cause: AudioHook does not support selective streaming control.
Workaround: None currently. This limitation will be addressed in a future release.

Inbound/Outbound call routing

Inbound/Outbound call routing must be configured to hit queues that are set up for the Genesys transcription feature. This activity triggers the AudioHook streaming.

Recorder Control Type of Selective Delivery (Duplicate Streamed)

When creating an AudioHook member group for a Genesys Cloud CX data source, the Recorder Control Type of Selective Delivery (Duplicate Streamed) is not supported.