Cognigy WebSocket drops on audio stream init

NICE CXone API & Integrations
1

We’re integrating a custom AppFoundry bot with NICE Cognigy. The WebSocket connection to the Genesys Cloud media server works fine for text, but it drops immediately when we try to push audio frames.

Here’s the relevant client code:

const ws = new WebSocket('wss://api.mypurecloud.com/api/v2/analytics/events');
ws.on('open', () => {
 console.log('Connected');
 // Send initial auth and topic subscription
 ws.send(JSON.stringify({
 action: 'subscribe',
 topics: ['media.audio']
 }));
});

The connection stays alive for about 2 seconds, then we get a 1006 error. The server logs show nothing. We’ve verified the OAuth token is valid and has the right scopes.

Steps tried:

  • Increased the buffer size for the WebSocket client
  • Checked the network trace for any TCP resets
  • Verified the Cognigy bot is configured to handle audio events
  • Tested with a simple text-only WebSocket client and it works fine

Any ideas why the audio stream is causing the drop? The docs mention something about heartbeat intervals, but we’re already sending pings every 30 seconds.

2

You’re pointing the WebSocket at /api/v2/analytics/events. That endpoint is for streaming analytics data, not media. It won’t handle audio frames.

Docs state: “The analytics/events endpoint provides real-time streaming of interaction metrics and events.” It’s not a media server.

For audio, you need the Media API WebSocket. The endpoint is wss://api.mypurecloud.com/api/v2/media/websocket. You also need to authenticate differently. The analytics stream uses a standard bearer token in the query string or headers. The media stream expects a specific JSON auth message right after the handshake.

Here’s how the auth looks for media:

const ws = new WebSocket('wss://api.mypurecloud.com/api/v2/media/websocket');

ws.on('open', () => {
 // Authenticate with your access token
 const authMsg = {
 type: 'auth',
 token: 'YOUR_ACCESS_TOKEN', // OAuth2 Bearer token
 userId: 'YOUR_USER_ID' // Optional but recommended for tracing
 };
 ws.send(JSON.stringify(authMsg));
});

ws.on('message', (data) => {
 const msg = JSON.parse(data);
 if (msg.type === 'auth') {
 if (msg.result === 'success') {
 console.log('Authenticated');
 // Now subscribe to the specific media connection
 const subMsg = {
 type: 'subscribe',
 connectionId: 'YOUR_MEDIA_CONNECTION_ID',
 capabilities: ['audio']
 };
 ws.send(JSON.stringify(subMsg));
 } else {
 console.error('Auth failed:', msg.message);
 }
 } else if (msg.type === 'audio') {
 // Handle audio frames here
 console.log('Received audio chunk');
 }
});

Make sure your token has the media:websocket:write scope. Without that, the auth message will fail silently or return an error you might be missing in the initial logs.

Check the connection ID you’re subscribing to. It usually comes from the initial call setup or the media object in the interaction context. If you’re just guessing the ID, it won’t connect.