FAQs: Integrations

How can I troubleshoot the Digital Bot Connector server?

To troubleshoot your Digital Bot Connector integrations, try these resources prior to contacting customer support:

You can find the examples of rich media type such as cards, carousels, and quick replies in Digital Bot Connector (v2) Customer API Spec.
Troubleshoot your connection between Genesys Cloud and your Digital Bot Connector server using Genesys Operational Console, see Troubleshoot using the Genesys Cloud Operational Console.
When troubleshooting via Genesys Operational Console, ensure that you are subscribed to Digital Bot Connector Events events from your third-party bot servers by registering for the Digital Bot Connector events.
Flow Authors can troubleshoot a particular conversation using the Flow Execution History tab in Cloud Architect, and step by step in replay mode.
Post your questions in the Genesys Cloud – Developer Community.

How can I troubleshoot the Transcription Connector server?

To troubleshoot your Transcription Connector integrations, try these resources prior to contacting customer support:

Genesys AudioHook test suite: If you are using the Genesys AudioHook Sample Service as your server reference code, refer to this section for all the tests you must run against your Transcription Connector server (middleware), to ensure that you can make your first connection, receive the first audio from Genesys Cloud and send transcriptions back.
Troubleshoot your connection between Genesys Cloud and your Transcription Connector server using Genesys Operational Console, see Troubleshoot using the Genesys Cloud Operational Console.
When troubleshooting via Genesys Operational Console, ensure that you are subscribed to Audiohook events from your third-party servers by registering for the Audiohook events.
Post your questions in the Genesys Cloud – Developer Community.

How can I troubleshoot the Audio Connector server?

To troubleshoot your Audio Connector integrations, try these resources prior to contacting customer support:

AudioConnector Server Reference Guide : This sample code contains information to ensure that you can make your first connection, receive the first audio from Genesys Cloud and send audio back.
Troubleshoot your connection between Genesys Cloud and your Audio Connector server using Genesys Operational Console, see Troubleshoot using the Genesys Cloud Operational Console.
When troubleshooting via Genesys Operational Console, ensure that you are subscribed to Audiohook events from your third-party servers by registering for the Audiohook events.
Post your questions in the Genesys Cloud – Developer Community.

How can I troubleshoot the Audiohook Monitor server?

To troubleshoot your Audiohook Monitor integrations, try these resources prior to contacting customer support:

Genesys AudioHook test suite: If you are using the Genesys AudioHook Sample Service as your server reference code, refer to this section for all the tests you must run against your Audiohook Monitor Server (middleware), to ensure that your first connection is successful and you can receive the first audio from Genesys Cloud.
Troubleshoot your connection between Genesys Cloud and your Audiohook Monitor server using Genesys Operational Console, see Troubleshoot using the Genesys Cloud Operational Console.
When troubleshooting via Genesys Operational Console, ensure that you are subscribed to Audiohook events from your third-party servers by registering for the Audiohook events.
Post your questions in the Genesys Cloud – Developer Community.

How can I collect logs for Genesys Cloud for Microsoft Teams integration?

To collect logs for troubleshooting the Genesys Cloud for Microsoft Teams integration:

Open the embedded Genesys Cloud app in Microsoft Teams.
Press Ctrl+Alt+Shift+1 simultaneously in the client window. This action triggers log collection.
The logs are automatically saved to your computer’s Downloads folder.
Zip the log files.
Send the zipped logs to Genesys Customer Care for further analysis.

For more information, see About Genesys Cloud for Microsoft Teams.

Is open messaging supported for identity resolution?

Yes, Genesys Cloud supports open messaging for identity resolution. For open messaging interactions, Genesys Cloud uses the opaque ID provided through the open messaging integration. If the opaque ID is not available, Genesys Cloud uses the phone number or email address, if supplied. The opaque ID is stored as an external ID. If either the opaque ID, the email address, or the phone number search results in a single match, Genesys Cloud auto-links the contact. For more information about configuring identity resolution for open messaging, see the Developer Center.

How can I pass output data from the third-party bot to the Architect flow when using the Call Audio Connector action?

You can define output variables in the Call Audio Connector action under Session Variables – Outputs. When your third-party bot successfully completes the bot session (see the Disconnect event in AudioHook Protocol Specification), Architect assigns the key/value pairs that your Audio Connector integration returns to the output variables that you have defined in the action. Consider the following example:

Click the image to enlarge.

In the success path of the Call Audio Connector action ,Flow.CallerName and Flow.CallerCompany will respectively have the output values that the Audio Connector integration returns for the name and company keys.

Do data actions request a new Authentication token for every request?

Note: This article applies to the Genesys Cloud, Google, Microsoft Dynamics 365, Salesforce, web services, and Zendesk data actions integrations.

No. Data actions maintain a cache of a finite set of authentication tokens. These tokens are reused for subsequent requests until the cached token expires or the request using the cached token fails. Then, the token is replaced and the original request is retried with the newly acquired token.

For more information about the integrations, see About the data actions integrations.

Genesys Bot Connector incurs BYOT charges to use. Will its API usage also be subject to the Genesys Cloud fair use policy?

No, while you use Genesys Bot Connector, you only incur BYOT charges. Genesys does not add additional fair use allocation charges.

What happens during a successful session between Genesys Cloud and your AudioHook server?

Important: It is strongly recommended that you consult the AudioHook Protocol Specification guide in the Genesys Cloud Developer Center. The high-level states mentioned in this section are only a subset of a complete AudioHook session, and do not include all the event types that the AudioHook Protocol supports.

Notes:

Client refers to Genesys Cloud in the following description.
Server refers to the AudioHook service with which Genesys Cloud establishes a session and streams the audio to.
It is always the client that initiates and terminates the session.

A successful AudioHook session includes the following high-level states:

Genesys Cloud establishes the HTTP WebSocket connection to your services and authenticates the client.
After Genesys Cloud has established the WebSocket connection, the client initiates an open transaction. The client does not send audio until the server completes the open transaction and responds with an “opened” message.
When the session is open, Genesys Cloud starts sending audio to the server and the server can send event messages to Genesys Cloud.
Note: AudioHook currently does not support re-establishing session connections.
The client or the server can send a “paused” message to notify that the stream is paused. For example, if the stream is in a server-initiated pause and the client initiates its own pause, then the client sends a “paused” message.
The server can send a “resume” message to the client to end a pause the server has initiated. If there is a client-initiated pause, then the client responds with a “paused” message to indicate to the server that the stream is still paused.
When the interaction ends, which can happen at the server’s request, the client initiates a close transaction to ensure a clean finalization of the session. The client does not send any audio frames after the client issues the “close” message. This enables the server to terminate downstream sessions gracefully, finalize results, and communicate them to the client as appropriate in “event” messages.
The client terminates the TLS/TCP connection.