RTG

Updated on 05 May 2025
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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

none

Outputs

Audio

none

Events

none

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.

Send Offline Transcripts To CA

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"
      ]    
    }
  }