Stream live call from Finesse/SBC to other application for STT use

[shravan hebbar]

in Cisco UCCE is there a way to stream an active call via SBC or a gadget in Finesse to another app? Or other app can take live feed of the call? The use case is to be able to use the call for Speech to Text and analytics on a home grown or third party app.

[Vaijanath Sonvane]

Hi @shravan hebbar.,

Unified Communications Manager can be configured for phone-based or network-based recording.

• In IP phone based recording, recording media is sourced from the phone. The phone forks two media streams to the recording server. To use the agent phone as the recording media source you must enable the phone's built in bridge for recording. You can use a service parameter to set the built in bridge defaults across the cluster, or enable the built in bridge on an individual phone.

• In network-based recording, recording media can be sourced from either the phone or the gateway. When you implement network-based recording, the gateway in your network must connect to Unified Communications Manager over a SIP trunk. Please see below document: https://www.cisco.com/c/en/us/td/docs/ios-xml/ios/voice/cube/configuration/cube-book/voi-ntwk-based.html

Once recordings are stored, the third party applications (Calabrio or Imagicle) can convert it from Speech-To-Text.

[bill.king1]

Hi, not sure if this is your use case but there's already a transcription service that you can build out listed in the documentation, haven't done it myself though.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_1/configuration/guide/ucce_b_features-guide-1261/rcct_m_agent-call-transcription_fg.html

[iLoveBGP]

Yes, it’s possible to stream an active call from Cisco UCCE to another application for speech-to-text (STT) and analytics, but it depends on the architecture and available tools. Typically, you can achieve this through an SBC (Session Border Controller) to intercept and redirect the media stream, or by developing a custom Finesse gadget that integrates with APIs for streaming.

If you go with the SBC route, you’ll need to ensure the RTP stream is accessible for processing by your STT application. Another option is Cisco MediaSense (if still available in your environment), which was designed for media recording and streaming, although it's an end-of-life product and may not be compatible.

The third option involves building a Finesse gadget. This gadget can use Finesse dialog events to detect active calls and integrate with an external STT solution to process the call audio in real-time.

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