Integration node for RTG Live Listen. Via receiving audio from the project, the audio can be listened to in real-time on Conversational Analytics RTG Dashboard.
Parameters
name |
description | default |
|---|---|---|
| Address | Address of the RTG Live Listen Service | wss://ca-external-api.sestek-ca/ext-api/v1/dataflow/ws |
| Ignore SSL Errors | Ignore any certificate errors if Conversational Analytics address contains wss | false |
| Credential ID | Id of the credential that will be used for Conversational Analytics http calls. | None |
| Connection Timeout (ms) | Connection timeout in milliseconds | 5000 |
| Send Offline Transcripts To CA | If you want to send transcripts to CA for offline analysis, check this box. For more information, check Project Requirements | false |
Inputs
Audio
One Channel Audio Input
Events
| name | description |
|---|---|
| SR Milestone | The node needs SR Milestone events with Words filled only if Send Offline Transcripts To CA is true. |
Outputs
Audio
none
Events
| name | description |
|---|---|
| RTG Supervisor Message | The messages sent by the supervisor are sent through this node. |
Remarks
Requirements
Project Requirements
The project that the RTG node will be working in needs to have a working CA Realtime node. Since CA Realtime informs the CA of the call's state, the only way to know if a call has started is by having CA Realtime node in the project.
The RTG Node can be added by directly connecting the audio outputs of the Distributor node in the "ca-online" default project to make the input audio reach the RTG Node unmodified. In this case it is important to make sure the audio is connected from Channel switch to the Distributor.
If you wish to utilize this feature, it is important to check the Produce Recognized Word Information box in Speech Recognition nodes for both agent and customer channels.
"StartMessage" requirements
"StartMessage" should contain
- All fields that are required by the CA Realtime node.
{
"CallProperties":
{
"ExternalId":"", // string
"UserProperties":
{
"AgentName":"", // string
"DeviceId":"", //string
"ExternalId":"", //string
"PbxAgentId":"" //string
},
"CustomerPhoneNumber": "", // string
"Direction": 1, // integer
"CallerNumber":"", // string
"CalledNumber":"", // string
"CallStartTime":"" // ISO 8601 DateTime formatted string
},
"Settings":
{
"ChannelTags":
[
"a_tag_for_channel_0", //string seperated by "," or ";"
"a_tag_for_channel_1;another_tag_for_channel_1" //string separated by "," or ";"
]
}
}
"StartMessage" example
{
"CallProperties":
{
"ExternalId":"a_valid_call_id",
"UserProperties":
{
"ExternalId":"a_valid_external_id"
},
"CallStartTime":"2022-10-31T09:00:00Z"
},
"Settings":
{
"ChannelTags":
[
"agent",
"customer"
]
}
}
Detailed Workflow
After starting a call, One can press the "Play" button on RTG Dashboard to open the transcripts window and start listening right away.
The transcripts window also has a play button that can be used the same way.
Supported flow types
Stream