FAQs: Integrations

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

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

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

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.

.

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.

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

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.

You can use the Audio Monitoring action within your Architect call flow to enable or disable streaming. 

All conversations are streamed to the URL you specify for your AudioHook server. Your AudioHook server will be responsible for deciding which AudioHook stream to accept or reject.

Text-to-speech (TTS) playback depends on the voice you choose in Architect:

• If you choose a Google TTS voice, Google Cloud Dialogflow CX performs the TTS playback.
• If you choose a non-Google TTS voice, Architect receives the raw text-to-speech string and performs the TTS with the selected third-party TTS engine.

The Genesys Cloud and Amazon Lex integration does not support DTMF. However, the Genesys Cloud and Amazon Lex V2 integration does support DTMF capability. For more information, see About the Amazon Lex V2 integration.