Blocking RTP streams

[gen_den]

Hi experts,

I have a setup with Genesys-Nuance integration and a IBM BOT. We have a soothing music which we need to play in background when customer is interacting with bot.
We have achieved the same by inviting all 3 parties in conference in strategy and it works fine.
Now the catch is whenever MCP send the customer voice (RTP ) to Nuance for speech synthesis or recognition , music RTP is also send to Nuance and it effects Nuance recognition performance.

Is there a way I can somehow block music being sent to Nuance along with customer voice without disconnecting the music leg as customer needs to hear it all the time throughout the call until its routed to agent.

will writing CCXML help?

Thanks

[jamesmurphyau]

If you're using sip server, maybe you could try connect the music service to the call like a supervisor in whisper mode.. not sure if it would work (ie you might get errors when attempting it if sip server expects things that you might not have.. for example if the music source doesn't look like a supervisor it might complain.. might also connect the supervisor to the wrong part of the call (nuance leg rather than customer leg))

Could be worth a shot though

Might also be possible with gvp (ccxml? vxml?) - but I don't know those so can't help answering that part

[gen_den]

Thanks for the response .
Checked with Genesys if Coaching/whisper could be implied here. They said it won't work.

I think only way forward is CCXML. i am trying to figure out , how to call it during a call etc.