Audio Connector
The Audio Connector captures call audio and metadata in realtime (while the call is in progress) either directly from cloud platforms such as Amazon Connect, Genesys, and Five9, or through the Collectors via NATS and the Core Services using Webhook. The Audio Connector processes the call's audio and metadata and streams the data using Kafka to the Conversation Service (metadata), the ASR (audio for transcription), and the Media Handler (audio for storage).
Note
Information on how calls are captured from specific platforms is covered in the relevant integration topics, for system deployment details specific to your environment please refer to your Solution Design Document.
Once the Audio Connector knows a call has started it will request a Conversation ID from the Conversation Service over GRPC, this universal ID will be assigned to the call where it can then be used to identify the call throughout the system, allowing the system to query specific calls and tie conversations together. The Audio Connector modernizes the metadata by mapping it to metadata fields the Conversation Service is expecting, this means that the Conversation Service can seamlessly store, query, and filter captured calls by using this uniform metadata. The Audio Connector converts the audio into a "normal form", PCM 16 Stereo, where in most scenarios the agent is on one channel and the customer is on the other channel - having all audio in PCM 16 stereo allows it to be easily consumable and stored in a consistent manor by the Media Handler. Realtime audio is streamed to the Media Handler over GRPC for Live Monitor in the U-Capture application (go to Conversations > Live Monitor to view live calls).
The Audio Connector will also work with the Policy Manager to determine if a call should be recorded, the Audio Connector will receive a list of policies that filter by the call's metadata and checks if a Blocklist policy is applicable, if the call matches a Blocklist policy then the call will not be recorded. The Conversation Service will receive also check with the Policy Manager and if a call is not to be recorded it will label the Conversation as not recorded due to a Blocklist policy.