Workflow: Configure real-time capture from Genesys Cloud CX AudioHook

Follow this workflow to complete the mandatory setup for capturing real-time audio from the Genesys Cloud CX platform. This workflow ensures that Genesys Cloud CX and Verint are configured to support audio streaming through the Genesys AudioHook component. Complete this workflow before you configure event delivery using either the Genesys Cloud CX API or Amazon EventBridge.

Before you begin 

Make sure that Genesys Cloud CX meets the Requirements for Genesys Cloud CX with AudioHook

Workflow 

1. Set up the Recorders

   For the Recorder to request data from external sources and to store the content it receives, assign the required service roles.

2. Create a Genesys Cloud CX OAuth client.

   To authorize the Verint Adapter to access information in Genesys Cloud CX, add an authorized OAuth application client.

3. Create an AudioHook integration in the Genesys portal.

   Genesys requires that you create one AudioHook integration from the Genesys portal. This integration streams audio to the Verint Genesys Cloud CX AudioHook Media Adapter.

4. Create a data source for Genesys Cloud CX.

   Create an Application Data Source to identify the information you want to capture, and connect to the Genesys Cloud CX API.

5. Add employees to the Genesys Cloud CX data source

   In Verint User Management, create an employee for each person (agent) that you want to capture. Then, associate the employee to the capture profile.

6. Create a member group for Genesys Cloud CX.

   Create an AudioHook Recording member group for the Genesys Cloud CX data source.

7. Create capture profile to capture audio from Genesys Cloud CX AudioHook

   You may have employees or organizations for whom you want to capture certain interactions types. To reduce effort and simplify administration, you can use a capture profile to define what is captured for specific organizations and employees.

8. Create a Genesys Cloud CX AudioHook Media Adapter

   The Genesys Cloud CX AudioHook Media Adapter runs on the same server as the Recorder Adapter Proxy Service (RAPS).

9. Depending on how Genesys Cloud is configured to send events to Verint, do one of the following workflows:

   • Workflow: Deliver Genesys Cloud events using Genesys Cloud CX API (method 1)

   • Workflow: Deliver Genesys Cloud events using Amazon EventBridge (method 2)

Related topics 

Overview of real-time VoIP capture from Genesys Cloud AudioHook

Limitations - Genesys Cloud CX AudioHook audio capture