Purpose:

This Support Doc describes how to configure Genesys Cloud AudioHook Monitor to enable Voice AI audio acquisition through a Pega application.

The topic Implementing Genesys Cloud AudioHook Monitor in the Pega Customer Service Implementation Guides for Constellation and UI Kit references this support document. That topic outlines the Genesys Cloud-side configuration steps you need to complete before setting up the Pega-side integration.

About Genesys Cloud AudioHook Monitor:

Genesys Cloud AudioHook Monitor enables direct communication between Pega applications and the Audio Router for audio streams and transcripts, providing cloud-based voice transcription for organizations that use Genesys Cloud as their Contact Center as a Service (CCaaS) provider.

You can use Genesys Cloud AudioHook Monitor for audio acquisition if you:

• Use Genesys Cloud for handling contact center calls.
• Configure a Genesys Cloud computer telephony integration (CTI) link by using Pega Call.
• Use Pega Customer Service '25 or later.

Prerequisites for the configuration:

• Administrative access to the Genesys Cloud Admin portal. See Genesys Cloud Admin Portal.
• Connection URI provided by your Pega representative.

Steps to configure:

To obtain the Genesys Organization ID:

1. Log into Genesys Cloud at https://login.mypurecloud.com/ and navigate to the Genesys Cloud Admin portal.
2. Under Account Settings, click Organization settings.
3. Copy the Organization ID.

To install and configure the AudioHook Monitor integration:

1. In the Genesys Cloud Admin portal, click Integrations.
2. Click + Integrations.
3. Search for AudioHook Monitor, and then click Install. For more information, see About AudioHook Monitor.
4. In the Name field, enter a descriptive name, such as Pega-Production-AudioHook.
5. Click the Configuration tab.
6. In the Connection URI field, enter the URI provided by your Pega representative.
7. Click the Credentials tab.
8. In the API Key field, enter the GenesysApiKey value from your Data-AWSTempCredentials class instance.
9. In the Client Secret field, enter the GenesysClientSecret value from your Data-AWSTempCredentials class instance.
10. Click Save.

Result:
The AudioHook Monitor integration displays an active status. Genesys Cloud can now communicate with the Pega Audio Router for voice acquisition.