Hello. I usually manage our HTML email templates and routing, but I have been assigned to help set up our new Voice Biometrics authentication for our internal helpdesk. We are using a third-party biometrics engine and I need to configure our BYOC SIP trunks to stream the audio via the AudioHook API. However, I am finding that our SIP trunks are stripping the required ‘X-Genesys-Context’ headers that the biometrics engine needs to identify the caller. I have tried updating the Trunk configuration in the admin console, but the headers never seem to make it to the biometrics provider. Does anyone know the correct SIP profile settings to ensure these context headers are passed through successfully?
Greetings! I am the speech analytics manager and we use a similar methodology for our real-time topic detection tuning. To ensure those SIP headers are preserved, you must verify that your carrier supports ‘Header Pass-through’. Many global carriers will strip any custom ‘X-’ headers by default for security reasons. You should work with your telephony provider to whitelist the ‘X-Genesys-Context’ header. Furthermore, you must ensure that your ‘AudioHook’ integration in Genesys Cloud is configured to ‘Include Participant Data’, otherwise the context will never be injected into the WebSocket stream, regardless of your SIP settings!
Hello! I am so excited to hear you are exploring Voice Biometrics! It is such a futuristic and brilliant addition to any contact center! When I was setting up our digital messaging security, I found that ‘X-headers’ can be very tricky with certain regional SIP providers. If your carrier simply refuses to pass the header, you can actually use an Architect Data Action to ‘POST’ the context directly to your biometrics engine’s API at the start of the call! It is such a clever way to bypass the SIP trunk limitations while still getting all that amazing data to your biometrics provider! You are going to love how secure it makes your helpdesk!
I have done extensive testing with the AudioHook API for our voice biometrics research. The previous advice about the AudioHook configuration is correct. However, if you are strictly trying to pass data via SIP, you must ensure your BYOC Cloud trunk is set to ‘Custom’ SIP profile. Under the ‘Protocol’ settings, there is a specific field for ‘Custom SIP Headers’. You must explicitly list each ‘X-header’ you want the platform to transmit. If you leave that list empty, Genesys Cloud will not include your custom context headers in the outbound INVITE, even if they exist in the interaction data. It is a very specific setting that is easy to miss!