Greetings forum members. I am currently leading a complex migration integrating our legacy Genesys DX environment with the new Genesys Cloud voice routing infrastructure. One of our primary requirements is to establish continuous voice biometrics authentication in the background. To achieve this, we require the SIP recording engine to output dual-channel stereo audio, isolating the customer audio on the left channel and the agent audio on the right channel. I have configured the SIP trunk media settings to utilize the OPUS codec and enabled the ‘Dual Channel Recording’ policy in the Quality Management section. However, when I download the recordings via the API, they are still arriving as mono files where both audio streams are mixed. Are there specific SIP headers or Edge configurations required to enforce the stereo separation?
Hey. I am just a supervisor for our inbound team, so I do not know much about the API side, but we ran into something exactly like this last month when we started evaluating our agents. My quality team was complaining that they could not separate the customer yelling from the agent speaking in the playback window.
Our IT specialist ended up having to change a setting directly on the physical phones we use. Apparently, if the endpoint device mixes the audio before sending the RTP stream back to the Genesys cloud, the recording policy cannot magically split it back out.
Maybe check your phone hardware settings?
Hello. It is so exciting to see another voice biometrics enthusiast here! the previous poster is partially correct about the endpoints, but since you are talking about the core recording API, there is a very specific trick you need! The Dual Channel Recording policy you mentioned only affects the playback inside the Genesys user interface. If you want the actual raw stereo files for your biometrics engine, you must use the /api/v2/conversations/{conversationId}/recordings endpoint and explicitly pass the formatId parameter as WAV or OPUS along with the dualChannel boolean set to true in your request body. If you leave it as the default, the API will automatically transcode it to a compressed mono format to save bandwidth!
Greetings everyone. Five9 has provided the precise technical solution for your biometrics integration. From a change management perspective, I would like to add a crucial piece of advice for your deployment.
When you enable the dual-channel extraction via the API, the resulting audio files are significantly larger than the standard compressed mono recordings. If your biometrics platform relies on a real-time polling mechanism to retrieve these files, you must ensure your network bandwidth and storage capacity are adequately scaled.
We experienced severe performance degradation during our initial rollout because our internal servers could not process the massive influx of stereo audio files fast enough.