topic Re: Real-time audio API for Webex Contact Center in Webex for Developers

Real-time audio API for Webex Contact Center

SergeyK11 — Mon, 04 Apr 2022 18:24:24 GMT

Hi,

I'm looking for a way to extract real-time audio from Webex Contact Center for agent/customer conversation. These APIs are generally available and published for other cloud contact centers, but I'm having trouble finding it for Webex Contact Center. I have found the Desktop customization API and AI guide . The AI guide allows submitting of audio and getting transcripts, where as I need to get the audio out. Is it possible with Webex Contact Center?

Sergey

Re: Real-time audio API for Webex Contact Center

Arunabh Bhattacharjee — Tue, 05 Apr 2022 01:35:37 GMT

Hello Sergey,

At this time, we do not have these interfaces published externally for consumption. We are still working on getting you the public real-time streaming interface so you can use your own AI provider to perform transcription.

The desktop SDK methods you see around transcript retrieval is regarding the Google CCAI Voice Bot Transcript that is between the customer and the bot before it escalates to the agent (displayed on the agent desktop). Your widget (built with the SDK) will be able to retrieve this transcript for further processing.

You also have an option today with the Captures API for the call recording after the call. Real-time voice streaming API is still TBD. Will share more information soon.

Thanks & Regards,

Arunabh.

Re: Real-time audio API for Webex Contact Center

SergeyK11 — Wed, 06 Apr 2022 12:42:44 GMT

Thanks, Arunabh!

Re: Real-time audio API for Webex Contact Center

hjaber — Tue, 23 Jan 2024 18:20:36 GMT

Hi Arunabh,

I was doing some research around this topic, curious to see if there have been any updates/developments since this post was made?

Re: Real-time audio API for Webex Contact Center

mparra.fusionet — Fri, 29 Nov 2024 18:01:56 GMT

@Arunabh Bhattacharjee
Hi Arunabh, same question, was this API released to get the RTP real time rtp transcription, Twillio is ahead along with OpenAI which have a documented way to achieve this as of Nov 2024 and would prefer not have to use them, or at least only use OpenAI for the transcription and other use cases. It doesn't seem like Webex Calling also has an exposed API for this. Thank you

Re: Real-time audio API for Webex Contact Center

raschiff — Wed, 04 Dec 2024 23:35:27 GMT

@mparra.fusionet we are actively working on these APIs with an ETA in the first half of CY2025.

The original request was for media. Your request is for real-time transcripts.
The rollout we currently plan is to do
Bring Your Own Virtual Agent First
Media Services and then Real-Time-Transcription

Re: Real-time audio API for Webex Contact Center

mparra.fusionet — Mon, 13 Jan 2025 06:04:17 GMT

Thank you @raschiff , if you don't mind expanding both use cases just for the sake of clarity, Real Time transcription is what I was asking, but the other 2 are quite interesting.

Re: Real-time audio API for Webex Contact Center

sharpgate — Wed, 18 Jun 2025 16:05:16 GMT

Hi,

Are there any updates on the availability of either public real-time streaming interface where we can use an external ASR or AI provider to perform transcription? Since Q2-2025 is almost over I thought I'd check.
@Arunabh Bhattacharjee @raschiff

Thanks