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Limitations with Audio Connector

When you work with Audio Connector in Genesys Cloud, consider these limitations:

  • Genesys Cloud supports up to five Audio Connector integrations. To request for more than five integrations in your organization, submit an idea with your use case for further evaluation in the .
  • Audio Connector supports one bi-directional stream. Also, the following considerations apply to the streaming session:
    • Only the external audio channel is sent from the client to the server. For more information, see in the Genesys Cloud Developer Center.
    • The Call Audio Connector action in Architect forks the voice stream, sends it to the configured URL, and then pauses the flow execution at this point, until the bi-directional stream ends (either by the caller or the middleware Audio Connector Server).
    • The bi-directional streaming session is active only in the IVR channel. It does not transfer to an agent. 
    • All standard Architect transfer functions and behavior apply if the call gets transferred to an agent after the end of the bi-directional streaming session.
  • Create Audio Connector servers in the same or near region to keep latency to a minimum. As the audio streaming is sent to the third-party URL through internet, the distance from your Genesys Cloud organization to the Audio Connector Server affects the call quality.
  • Audio Connector is not supported under BYOC Premises.
  • Audio Connector is not supported for premises-based Edge (LDM).
  • Customers who choose to use alternative, non-supported architectures, whether during migration or as part of the initial configuration, may do so at their own discretion. However, such configurations are not supported by Genesys Cloud and are therefore not eligible for Genesys support.
  • Reconnecting or re-establishing sessions is not supported in Audio Connector. For more information, see .