Overview

This document describes how to integrate Voice Biometrics through Genesys Cloud.

Voice Biometrics (VB) is used to detect and verify a caller’s identity that has been authenticated in a past call and enrolled in the VB service.

The basic steps for VB are the following:

  • VB enrolment. Authoritatively assign a set of identifiers to a stored voice recording.

  • VB verification. Compare the active voice stream against stored voiceprints.

  • VB verification system expectations. Speaker verification systems calculate the similarity score between two or more voiceprints from the same speaker. They differ from speaker identification systems, where the goal is to identify who is speaking amongst a set of speakers.

Prerequisites

To integrate Voice Biometrics, prepare the following first:

1. Create VB Profile through the OCP Console.

2. Integrate miniApps®. For more information, go to OCP miniApps® integration with Genesys.

miniApps® are not required to use Voice Biometrics, however, the miniApps® Genesys integration wizard contains some elements that are required.

3. Have one free call number available in Genesys.

A telephone number must be available to avoid using the same one for miniApps.

4. Generate a token through the Token Service.

Voice Biometrics integration

Voice biometrics integration is done via a flow of actions. In order to create this flow, the flow elements must be created first. The major steps of the integration are:

  1. Install the required Integrations

  2. Create Data Actions

  3. Configure the Data Actions

  4. Create agent's custom dashboard

  5. Create agent queue

  6. Create the flow

  7. Create Call Routing

  8. Test the conversation

Install the required integrations

1. Log into Genesys Cloud.

2. Go to OverviewAdmin Home and select integrations.

3. Add/install Genesys Cloud Data Actions (Genesys Data Action) and activate it.

4. Add/install Web Services Data Actions (Omilia Data Actions) and activate it.
It is possible to rename this data action as you find preferable during installation. (For example, Call Transfer WS (Omilia Data Actions).

Create the Data Actions

Data Actions will be used later to create the process flow.

  1. Go to IntegrationsActions menu to create the Data Actions.

  2. Click the +Add Action button to create a Get Organization ID Data Action.

a. Select the created Data Action.

b. Setup the Contracts in the corresponding tab.

c. Configure the Data Action.

Request URL Template

/api/v2/organizations/me

Response

{
"translationMap": {},
"translationMapDefaults": {},
"successTemplate": "${rawResult}"
}
CODE

d. Go to the Test tab to test the Get Organization ID Data Action.

3. Configure a Web Services Data Action.

a. Select the created Data Action.

b. Setup the Contracts in the corresponding tab.

Input Contract

Objects

Type

Title

Object

agentld

string

vbProfile

string

tenantld

string

masterld

string

agentSkill

string

ccaasProvider

string

memberID (optional)

string

dob (optional)

string

phoneNumber (optional)

string

validated (optional)

string

enrolled (optional)

string

Output Contract

Objects

Type

Title

object

data

object

token

string

c. Configure the data action.

Request URL Template

<region>.ocp.ai

Example: us1-m.ocp.ai

Headers

Authorization: Bearer $theTokenGeneratedByTheTokenService

Request Body Template

{
    "agentId": "${input.agentId}",
    "masterId": "${input.masterId}",
    "tenantId": "${input.tenantId}",
    "vbProfile": "${input.vbProfile}",
    "agentSkill": "${input.agentSkill}",
    "ccaasProvider": "${input.ccaasProvider}",
    "customProperties": {
      "memberID": "${input.memberID}",
      "dob": "${input.dob}",
      "phoneNumber": "${input.phoneNumber}",
      "validated": "${input.validated}",
      "enrolled": "${input.enrolled}"
    }
}
CODE

Response

{
  "translationMap": {},
  "translationMapDefaults": {},
  "successTemplate": "${rawResult}"
}
CODE

Create Agent’s Custom Dashboard

To create the agent’s dashboard, go to AdminScripts.

  1. Click the +Create button to create a new Script.

2. Go to Script Properties.

a. Activate Inbound (to get token).
b. Activate UUI.

c. Declare the token variable.

d. Create a Web Page.

e. Add Web Page Source.
<region>.ocp.ai
Example: us1-m.ocp.ai

Create Agent Queue

Either use existing agent queue created from wizard ([Omilia] OCP Queue )or create a new one.

In case you create a new queue, register to the Queue to receive calls there.

  1. Go to AdminPeople.

  2. Select a user.

  3. Select the created queues from the list.

  4. Click Save.

Create a new flow

To create a new flow, go to AdminArchitect.

See the figure for flow Architecture below.

Flow Architecture

Configure flow Elements

The elements that have been created and added to the flow need to be configured for the flow accordingly.

Get Organization ID element

Field

Data

Name

Get Organization ID

Processing Prompt

processing (System Prompt)

Category

Genesys Cloud Data Actions

Data Action

OCP miniBio OrganizationID

Success Outputs

Variable

Variable name

id

Task.orgld

name

Task.name

Get Token from VB middleware element

Field

Data

Name

Get Token from VB middleware

Processing Prompt

processing (System Prompt)

Category

Web Services Data Action

Data Action

OCP miniBio OrganizationID

Inputs

Variable

Mandatory

Variable name

agentld

Yes

agentld

vbProfile

Yes

<Profile ID>

tenantld

Yes

Task.orgId

masterld

Yes

Call.ConversationId

agentSkill

Yes

agentSkill

ccaasProvider

Yes

GENESYS

memeberID

No

1234567890

dob

No

01/01/2001

phonenumber

No

1234567890000

validated

No

false

enrolled

No

false

Success Outputs

Variable

Variable name

data.token

Task.token

Set Screen Pop element

Field

Data

Name

Set Screen Pop

Screen Pop Script

miniBio Script

Inputs

Variable

Variable name

data.token

Task.token

Transfer to Agent Queue element

Field

Data

Name

Transfer to Agent Queue

Queue

The selected Queue

Audio

Field

Data

Pre-Transfer Audio

Transferring the call to Agent’s queue (example)

Failed to transfer Audio

Failed to transfer the call to Agent’s queue (example)

Routing

Field

Data

Priority

0

Preferred Agents

null

Language Skill

default

Failure Outputs

Field

Data

errorType

null

errorMessage

null

Play Audio elements

Play Audio elements data include a name and the audio that needs to be played depending on the case.

Field

Data

Name

Play Audio

Audio

Failed to get orgainization ID (example)

Create Call Routing

To create Call Routing, follow the steps.

1. Go to AdminCall Routing.

2. Click the +Add Call Route button and fill in the required details.
miniApps Wizard creates a call route but a new one can be created in order to avoid disruption of miniApps.

A telephone number must be available to avoid using the same one used for miniApps.

Test the conversation

To test the conversation, open the Interaction menu on the sidebar and make a call to the set call center.

Make sure the On Queue toggle button is turned on in order to receive calls.