question

khalil-choudhry15631 asked · Apr 17, 2019 at 12:00 PM

Realtime Voice bot with RingCentral

I can't seem to find any API that allows me to listen to calls in realtime and reply programatically to the call in realtime. Can anyone please guide me to the right direction for this.Thanks

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Embbnux Ji answered · Apr 17, 2019 at 01:29 PM

Hi Khalil, If you don't need voice, you can use TelephonySession api to listen and control call:
https://developers.ringcentral.com/api-reference#Extension-Telephony-Sessions-Event-Beta
https://developers.ringcentral.com/api-reference#Call-Control-rejectParty

If you want to play with real time voice, you can use our webRTC phone library https://github.com/ringcentral/ringcentral-web-phone

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khalil-choudhry15631 answered · Apr 20, 2019 at 03:26 PM

I want to reply to customer queries programmatically. Answer to what he/she asks on phone.

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Phong Vu answered · Apr 21, 2019 at 04:38 PM

You wrote "API that allows me to listen to calls in realtime ...". Did you mean to listen to incoming call (ringing) or to listen to the call after the call is picked up?

If you want to listen to incoming call while it is ringing, use the presence push notification or the telephony session API.

If you want to listen to the voice of the call, then the WebRTC would help.

Also, you wrote ".. reply programmatically to the call in realtime", did you mean to pick a ringing call programmatically? If so, I am afraid that you cannot do that unless you make a call handling rule to direct the call to a voicemail.

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khalil-choudhry15631 answered · Apr 21, 2019 at 04:50 PM

Ok. I am actually looking for voicebots. Reply to the call while it is going on. Answer to the incoming calls.

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Tyler Liu ♦ · Apr 22, 2019 at 12:57 AM

So the bot will auto answer(pick up) the call when it is ringing, and will reply smartly when it hears something from the caller. Am I right?

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khalil-choudhry15631 · Apr 22, 2019 at 06:39 AM

Yes

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Tyler Liu ♦ · Apr 22, 2019 at 06:42 AM

I think you need to use WebPhone SDK . https://github.com/ringcentral/ringcentral-web-phone

Other SDKs/APIs don't have the ability to actually answer the call.

And I am afraid that there is no out-of-box solution. You need to do some development based on that SDK.

Tricky part might be voice to text conversion. You need a third party services so that your bot can know what is the caller saying.

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khalil-choudhry15631 · Apr 22, 2019 at 06:59 AM

I have looked into the git repo but it does provide to play/reply audio message during call.

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Tyler Liu ♦ · Apr 22, 2019 at 07:48 AM

Hi Khalil, you are right. I don't think there is an out-of-box solution. I might investigate further but I cannot promise any timeline.

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