Cognigy Voice Gateway

Overview

Within our Cognigy.AI platform you are able to connect your Agent to your Contact Center or other phone numbers using our VoiceGateway, allowing customers to speak with your Agent instead of just writing to it.

Voice Gateway Specific Nodes

Cognigy.AI comes with built-in Nodes to control Voice Gateway. See Voice Gateway Nodes for more information.

Call Meta Data

Voice Gateway identifies information about the caller and adds it to the Cognigy Input Object as input.data.numberMetaData.

Parameter	Type	Description	Example
headers	JSON	The SIP Headers of the call on INVITE, including Custom Headers	See example below
number	string	The phone number of the caller, including country code	+4921154591991
country	string	The 2-character country code	DE
countryCallingCode	string	The calling code of the country	49
nationalNumber	string	The national number without the country code and without a leading zero.	21154591991
valid	boolean	Whether the number is valid	true
valid	string	The type of number. See below.	FIXED_LINE
uri	string	The URI for the number	tel:+4921154591991

numberMetaData.type can be any of:

• PREMIUM_RATE
• TOLL_FREE
• SHARED_COST
• VOIP
• PERSONAL_NUMBER
• PAGER
• UAN
• VOICEMAIL
• FIXED_LINE_OR_MOBILE
• FIXED_LINE
• MOBILE

{
  "from": "<caller-phone-number>",
  "to": "<sip-destination>",
  "call-id": "<id-value>",
  "allow": "NOTIFY, OPTIONS, BYE, INVITE, ACK, CANCEL, REFER",
  "X-Custom-Headers": "<custom-headers-value>",
  "X-Originating-Carrier": "<carrier-name>",
  "X-Voip-Carrier-Sid": "<id-value>",
  "X-Twilio-AccountSid": "<id-value>",
  "X-Twilio-CallSid": "<id-value>",
  "other-properties": "..."
}

NumberMetaData in Tokens

All of the above are available as Tokens inside Cognigy Text fields as well.

Call Events

Allows activating call events for a Flow. Select a call event from the Voice Gateway Events list. This event that will trigger the action.

If you have configured the same call event in both the Endpoint and the Lookup Node, the Endpoint settings will overwrite the Node settings.

Call Event Settings

Note

As with all other Endpoint settings, you cannot test the Call Events settings in the Endpoint within the Interaction Panel.

Parameter	Type	Description
Action	Selector	Choose the action to be performed when the call event is detected: - Inject into current Flow — inject the defined text and data payload into the current flow. - Execute Flow — trigger a selected Flow when the call event is detected. - None — no action will be taken when the call event is detected. - Transfer — transfer a call in case TRANSFER_DIAL_ERROR or TRANSFER_REFER_ERROR call events occur. This action for call events is configured similarly to Call Failover.
Text Payload	String	Enter the text that will be sent to your Flow. Available only for the Inject into current Flow action.
Data Payload	JSON	Provide the data that will be sent into your Flow in JSON format. Available only for the Inject into current Flow action.
Execute Flow	Selector	Execute the selected Flow. Flow execution will stop afterward. Available only for the Execute Flow action.

Call Failover

The Call Failover section is intended to handle runtime errors that occur on the Cognigy.AI side during the execution of a Flow.

Feature availability

• If you use a SaaS Cognigy installation, contact the support team to activate this feature.
• If you use an On-Premise Cognigy installation, activate this feature by adding FEATURE_ENABLE_ENDPOINT_CALL_FAILOVER in values.yaml.

Parameter	Type	Description	Transfer Type
Failover enabled	Toggle	If enabled, the configuration below will be used to perform a transfer in case of a runtime error	-
Transfer Type	Dropdown	There are two transfer types: - Refer — forwarding an existing call. - Dial — creating a new outgoing call. If you want to use this type and still have the old Node version, add a new Voice Gateway Transfer Node in the Flow Editor and manually transfer the required settings from the old Node.	-
Reason	CognigyScript	The reason for the handover. It is shown in Voice Gateway logs.	All
Target	CognigyScript	E.164 syntax or a SIP URI are supported.	All
Caller ID	Number	The caller ID. Some carriers, like Twilio, require a registered number for outgoing calls.	Dial
Dial Music	URL	Custom audio or ring-back which plays to the caller while the outbound call is ringing. Only the .wav or .mp3 formats are supported.	Dial
Timeout	Number	The amount of time (in seconds) that the virtual agent will ring before a no-answer timeout. The default value is 60 seconds.	Dial
Failover Transcribe Enabled	Toggle	If enabled, transcriptions will be attempted in case of a failed call transfer.	Dial
STT Vendor	Selector	Select the desired STT Vendor. For custom use all lowercase letters like microsoft, google, aws, nuance, or deepgram.	Dial
STT Language	Selector	Select the desired STT Language. For custom languages, use the following format: de-DE, fr-FR, en-US.	Dial
Disable STT Punctuation	Toggle	This parameter is active only when Google or Deepgram is selected in the STT Vendor setting. Prevents the STT response from the virtual agent to include punctuation marks.	Dial
Deepgram Tier	Dropdown	This parameter is active only when Deepgram is selected in the STT Vendor setting. Choose a tier for your API request, and ensure that the model is available for the chosen STT language. For detailed information about Deepgram tiers, refer to the Deepgram documentation.	Dial
Deepgram Model	Dropdown	This parameter is active only when Deepgram is selected in the STT Vendor setting. Choose a model for processing submitted audio. Each model is associated with a tier. Ensure that the selected tier is available for the chosen STT language. For detailed information about Deepgram models, refer to the Deepgram documentation.	Dial
Endpointing	Toggle	This parameter is active only when Deepgram is selected in the STT Vendor setting. Deepgram's Endpointing feature watches streaming audio for long pauses that signal the end of speech. When it spots an endpoint, it finalizes predictions and returns the transcript, marking it as complete with the speech_final parameter set to true. For detailed information about Deepgram Endpointing, refer to the Deepgram documentation. The duration for detecting the end of speech is preconfigured with a default value (10 milliseconds). If you want to change this value, use the Endpointing Time setting.	Dial
Endpointing Time	Number	This parameter is active only when Deepgram is selected in the STT Vendor setting and the Endpointing toggle is enabled. Customize the duration (in milliseconds) for detecting the end of speech. The default is 10 milliseconds of silence. Transcripts are sent after detecting silence, and the system waits until the speaker resumes or the required silence time is reached. Once either condition is met, a transcript is sent back with speech_final set to true.	Dial
Smart Formatting	Toggle	This parameter is active only when Deepgram is selected in the STT Vendor setting. Deepgram's Smart Format feature applies additional formatting to transcripts to optimize them for human readability. Smart Format capabilities vary between models. When Smart Formatting is turned on, Deepgram will always apply the best-available formatting for your chosen model, tier, and language combination. For detailed examples, refer to the Deepgram documentation. Note that when Smart Formatting is turned on, punctuation will be activated, even if you have the Disable STT Punctuation setting enabled.	Dial
Google Model	Dropdown	This parameter is active only when Google is selected in the STT Vendor setting. Utilizes one of Google Cloud Speech-to-Text transcription models, with the latest_short model being the default choice. For a detailed list of Google models, refer to the Transcription models section in the Google Documentation. Keep in mind that the default value is a Google Model type that can be used if other models don't suit your specific scenario.	Dial
Transcription Webhook	URL	The Webhook is triggered with an HTTP POST whenever an interim or final transcription is received. Uses the default recognizer.	Dial
STT Label	CognigyScript	The alternative name of the vendor is the one you specify in the Voice Gateway Self-Service Portal. If you have created multiple speech services from the same vendor, use the label to specify which service to use.	Dial
Audio Stream Selection	Selector	Select the source of the audio stream: - Caller/Called - both the incoming and outgoing audio streams of the caller and the called party. - Caller - the incoming and outgoing audio stream of the caller. - Called - the incoming and outgoing audio stream of the called party. Ensure that the selected audio stream matches the language specified for transcription. If no audio stream is provided, the system will use the one set in the beginning, which should also match the language specified for transcription.	Dial
Custom Transfer SIP Headers	Toggle	Data that needs to be sent as SIP headers in the generated SIP message.	All

Generic Endpoint Settings

Find out about the generic Endpoint settings available with this Endpoint on the following pages:

• Endpoints Overview
• Data Protection & Analytics
• Transformer Functions
• NLU Connectors
• Session Management
• Real Time Translation Settings

Contact Center & Phone number linking

In order to route your Contact Center or Phone Number to your Voice Gateway Endpoint, get in touch with us via an email to support@cognigy.com.

Rebranding of Voice Gateway with AudioCodes

With the native Voice Gateway integration to Cognigy AI the AudioCodes implementation will be rebranded from Voice Gateway to AudioCodes. This applies to the Flow Nodes and the Endpoint.