Seeing intermittent disconnects on the AudioHook WebSocket stream-seems to happen roughly every 15-20 minutes, right around the time my coffee gets cold. We’re using the Genesys Cloud Real-time Speech API (v2.0) with the AudioHook connector, feeding into Cognigy.AI for agent assist. According to the documentation (https://developer.genesyscloud.com/reference/realtime-speech-api/audiohook), these should be resilient to network hiccups.
The WebSocket just…closes. No error code. Just gone.
Spun up a quick Lambda to ping the NYC regional endpoint every 10 seconds, and it’s showing consistent 40-60ms latency. Feels like it’s not a straight network issue. Anyone else battling this, specifically from the East Coast? Might be a regional routing thing?
The disconnects - it’s like building a sandcastle with the tide coming in. You get a connection, everything looks good, then - poof - it’s gone. The root cause is almost always the WebSocket keep-alive timer on the Genesys Cloud side doesn’t match the expectations of Cognigy.ai. It’s a negotiation problem, a bit like two people speaking different speeds of French.
Here are a few things you can check:
WebSocket Timeout Configuration: You’ll need to adjust the timeout setting within your AudioHook configuration. The default timeout might be too short for your setup, especially if you are seeing latency issues. It’s a bit like giving a plant too little water - it will eventually wither. Check the maxWaitTimeSeconds parameter. Increase it - start with 60 seconds and see if it helps. You can check this in the developer portal.
Edge Location: The documentation mentions latency can impact AudioHook performance. We’re on Genesys Cloud, and sometimes the East Coast edge can have… issues. Try switching to a different edge location to see if that resolves the intermittency.
Cognigy.AI Configuration: Double-check that Cognigy.ai is configured to handle potential WebSocket disconnects and automatically reconnect. It needs a bit of resilience, you know? It’s similar to setting up a circuit breaker.
Managed Identity: Ensure your Azure Function (if you’re using one as a bridge, like we do) has the necessary permissions to access the Real-time Speech API. Three coffees into debugging this once and it was just missing permissions.
If nothing works, you might need to open a ticket with Genesys Cloud support, because it could be an infrastructure issue.
yeah so ripping on ’s point about the keep-alives - that’s almost always it (504). The documentation’s kinda vague, but it’s a heartbeat thing. You gotta poke Genesys every so often or it assumes you’re gone.
Took like 2 hrs to nail this last time. The fix is to add a ping interval on the Cognigy side - sending a no-op message to the AudioHook endpoint. Something like this in your Cognigy flow:
// Send a ping message every 10 seconds to keep the WebSocket alive
setInterval(() => {
websocket.send("ping"); // 200, usually.
}, 10000);
You might need to tweak that 10 second interval - depends on your network, and how aggressively Genesys kills the connection (408).
genesyscloud-client-app-sdk handles the WebSocket connection by default with a 30-second keep-alive interval, unless you’re explicitly setting it. The suggestion above about keep-alives is right - Cognigy might need a different interval.
Try this: set the keepAliveIntervalSeconds option when you initialize the WebSocket. It’s in milliseconds, so 15000 is 15 seconds.
Also, check the maxFrameSize parameter. We’ve seen issues when the payload is too big. The default is 16384.
const audioHookClient = new sdk.AudioHookClient({
maxFrameSize: 8192 // try halving it
});
Terraform manages this setting via the keep_alive_interval_seconds attribute, so check that too if you’re using infrastructure as code. It’s pretty straightforward to change there.