- Speech converts text to speech (TTS) and speech to text (STT). You need it to test voice calls and to deploy them.
- Telephony allows you to deploy your agents by connecting them to the phone network.
Prerequisites
- Project settings permissions:
- Read access to view.
- Create access to add.
- Update access to edit.
- Delete access to delete.
Speech providers
A speech provider is a connection to a TTS or STT service. Agents and endpoints select speech providers from this list. If your environment is integrated with NiCE, speech providers are preconfigured. The list shows a provider with the Included tag. You don’t need to configure this provider. You can’t edit, clone, or delete it. If your environment isn’t integrated with NiCE, you must add a speech provider.Provider list
The list shows these columns:
To find a provider, enter a name in Search providers. To filter the list, select Default, Included, or Custom in Tags.
For each provider, you can open the actions menu and select:
- Edit
- Make default. For a provider that is used for both STT and TTS, select Default for both, Default STT, or Default TTS. For a provider that is used for only one of them, select Make default STT or Make default TTS.
- Copy reference ID
- Clone
- Test connection
- Delete. Deleting a speech provider is permanent.
Default speech providers
The project has a default STT provider and a default TTS provider. When you create an agent, Cognigy selects them for its voice settings.Add a speech provider
- Go to Manage > AI & Voice Providers > Speech Providers.
- Click Add speech provider.
- From the Provider list, select a provider.
- Enter a Name. Cognigy suggests the provider name. If you already use that name, Cognigy adds a number, for example,
Deepgram (2). - Under Use this provider for, select Both, STT only, or TTS only. Some providers support only one of these.
- Enter the provider settings. For more information, see Provider settings.
- Click Add provider.
Edit a speech provider
To edit a provider, click Edit in its actions menu. Leave a secret field empty to keep the existing credential. When you finish, click Save changes.Provider settings
Some providers also let you add Use custom voices and Advanced parameters. For a custom voice, enter an Assigned name, Reported usage, and Model, and click Add voice. For an advanced parameter, enter a Key and Value, and select a Location: Body or Query.
A URI field must contain a valid address, for example,
https://host:port. Cognigy validates the address when you leave the field.
Telephony
Telephony connects your voice agents to the phone network. Telephony has the tabs Carriers, Phone numbers, and, if call recording is enabled, Recordings. A call reaches your agent in this order: carrier, phone number, endpoint, agent.Carriers
A carrier is the Session Initiation Protocol (SIP) trunk that routes your calls. Add a carrier before you add phone numbers. Each phone number uses a carrier. To add a carrier:- Go to Manage > AI & Voice Providers > Telephony.
- Go to Carriers and click Add carrier.
- Enter a Carrier name.
- (Optional) In Select a predefined carrier, select a carrier. Cognigy fills in the SIP gateways.
- Configure the carrier settings.
- Add at least one SIP gateway and configure its settings.
- Click Save carrier. When you edit a carrier, click Save changes.
Carrier settings
Ask your carrier to allow SIP signaling from the Voice IP addresses. To see the addresses, expand Have your carriers whitelist our SIP signaling IPs.
SIP gateway settings
For each SIP gateway, configure these settings:
Turn on Inbound, Outbound, or both. If Outbound is on and you select a protocol, click Advanced settings to see more options. The options that appear depend on the protocol:
Phone numbers
A phone number routes incoming calls to a carrier.- Go to Manage > AI & Voice Providers > Telephony.
- Go to Phone numbers and click Add phone number.
- (Optional) Enter a Name.
- Enter the Phone number.
- Select a Carrier.
- Save the phone number.
The number is already provisioned.
Connect a phone number to an agent
Assign a phone number to an endpoint. A phone number is unique to one endpoint. The endpoint targets the agent.- Open the endpoint and go to Setup.
- In the Number configuration card, click Add number.
- Select one or more phone numbers.
Recordings
A recording bucket is a storage bucket that you own. Cognigy saves the call recordings of your project in it. Recordings is available only if call recording is enabled for your organization. The list shows these columns:
To find a bucket, enter a name in Search buckets. For each bucket, you can open the actions menu to test the connection, edit the bucket, or delete it. If the last connection test failed, the list shows when it failed.
Add a recording bucket
- Go to Manage > AI & Voice Providers > Telephony.
- Go to Recordings and click Add recording bucket.
- Enter a Name. The name must be unique in the project.
- To record calls to this bucket, select Enable call recording.
- Select an Audio format:
mp3orwav. - Select a Bucket vendor. You can’t change it later. To use another vendor, add a new bucket.
- Under Credentials, select a Connection that holds the credentials of the bucket, or click Create a Connection.
- Enter the other settings that the vendor needs, such as the bucket name.
- (Optional) If the vendor supports tags, click Add tag and enter a Key and Value.
- (Optional) Click Test to check the connection.
- Click Add bucket. When you edit a bucket, click Save.
Delete a recording bucket
Deleting a bucket removes it from the project. Recordings that are already stored in the bucket aren’t affected. You can’t delete a bucket that endpoints use. First, turn off call recording on those endpoints.Record calls on an endpoint
An endpoint records calls to the bucket that you select for it.- Open the endpoint and go to Advanced.
- In the Call recording section, turn on call recording.
- Select a Recording bucket. If the list is empty, click Open AI & Voice Providers and add a bucket first.