AI Copilot for Voice: Transfer Node¶
This information is currently specific to embedding the solution into Genesys Cloud CX. If you plan to embed it into other contact centers, additional information may be required.
When using the Cognigy Voice Gateway, add a Transfer Node to hand over the call to a human agent.
To transfer the call, select the Dial option to remain in the session and transcribe the audio streams.
The toggle to enable Copilot will create a UUIValue. This UUIValue creates the AI Copilot URL, which will be sent to the Contact Center when transferring via SIP Headers.
The UUIValue has the following structure:
In this Transfer Node, you need to enable the transcription of audio streams. You can choose between three options:
- Caller — the customer audio stream.
- Called — the human agent audio stream.
- Caller/Called — the customer and the human agent audio stream.
The Transcription Webhook should be set to the Endpoint URL of the Voice Copilot Endpoint that the AI Copilot Workspace Flow utilizes for sending transcriptions.
Custom SIP Headers¶
Activate the Enable Copilot toggle to generate a Header Key. This header key is used to submit the UUIValue. Note that the Header Key should align with the requirements of your Contact Center. For example, the header key for Genesys Cloud CX is