Call session management

This section contains call session management proto files.

Notes:

To download Gatekeeper proto files, click download Gatekeeper proto files.
Default values are determined by the gRPC specification. For more information, go to protocol buffers language guide .

call_session_manager_service.proto

CallSessionManager

Call Session Manager service API.

gRPC method definitions

gRPC method definitions
Method Name	Request Type	Response Type	Description
MonitorCallSession	MonitorCallSession Request	MonitorCallSession Response stream	This server streaming method allows the client to subscribe and receive call session events raised by the server. Events can be related to CTI, biometric operations, or can be results of agent triggered actions.
ListCallSessions	ListCallSessions Request	ListCallSessions Response	Retrieves agent ongoing calls’ information. The returned call session ID might be used as input to the SubmitAgentAction method.
SubmitAgentAction	SubmitAgentAction Request	SubmitAgentAction Response	A unary method that allows Web Agent Console client to execute various manually triggered actions on the ongoing call session. The outcome of these actions, if any, propagates from the server via events on the MonitorCallSession method. Agent actions include updating person information, consent, manually authenticating the Person, restarting audio, and marking audio as suspicious. It is mandatory for clients to pass the call session ID to this method.

Methods with HTTP bindings

Notes:

REST API responses use the camel case naming convention, such as gkPersonId, but the REST API requests can either use the camel case or snake case naming convention, such as gk_person_id.
The following example displays root prefix and endpoint to build a complete URL, such as https://gatekeeper.api.nuance.com/v1/audios/upload-url:
- Root prefix for API: https://gatekeeper.api.nuance.com
- Endpoint: /v1/audios/upload-url
To know more about root prefixes for API that can be used for different geographies, go to Sites.

MonitorCallSession

GET /v1/call-sessions/{call_session_id}:monitorCallSession

This server streaming method allows the client to subscribe and receive call session events raised by the server. Events can be related to CTI, biometric operations, or can be results of agent triggered actions.

For more information, see MonitorCallSession.

Endpoint

/v1/call-sessions/{call_session_id}:monitorCallSession

Request

{
    "context": {
        "gk_scope_id": {
            "value": "05f9eab4-0fdc-41a8-8ee1-8dce8b72c63e"
        }
    }
}

Response

Status

{
	"status": {
        "statusCode": "OK",
        "statusSubCode": 0,
        "httpTransCode": 0,
        "fieldViolations": [],
        "statusDetails": []
 	}
}

CTI Event

{
    "cti_event": {
        "event_type": "CALL_ENDED",
        "call_id": "513e91b2-7b97-4fe0-b447-138b2fd61ad4",
        "call_type": "CALL_TYPE_INBOUND",
        "call_metadata": {
            "ani": "19721231234",
            "dnis": "123456"
        },
        "agent_info": {
            "agent_id": "john.smith@abcd.com",
            "agent_extension": "12345"
        },
        "call_attributes": {},
        "custom_data": {},
        "recording_id": "447801de-41e8-4304-aa8a-1ca5ffba9659",
        "consumed_timestamp": "2024-10-29T00:23:13.409Z"
    }
}

Process Audio Event

{
    "process_audio_event": {
        "progress_event": {
            "current_net_audio": "5s",
            "audio_validity": "REASON_AUDIO_OK",
            "min_net_audio_required": "10s",
            "min_net_audio_required_for_enroll": "30s",
            "max_net_audio_allowed": "20s"
        }
    }
}

Enroll Event

{
    "enroll_event": {
        "completed_event": {
            "enroll_status": "ENROLL_STATUS_TRAINED"
        }
    }
}

Train Event

{
    "train_event": {
        "completed_event": {
            "train_status": "TRAIN_STATUS_TRAINED",
            "train_reason": "TRAIN_REASON_TRAIN_OK"
        }
    }
}

Verify Event

{
    "verify_event": {
       "progress_event": {
           "current_net_audio": "2s",
           "audio_validity": "REASON_AUDIO_OK",
           "current_checkpoint_number": 0,
           "final_checkpoint_number": 5
       }
    }
}

Known Fraudsters Detection Event

{
    "known_fraudsters_detection_event": {
        "progress_event": {
            "current_net_audio": "7s",
            "audio_validity": "REASON_AUDIO_OK",
            "current_checkpoint_number": 0,
            "final_checkpoint_number": 1,
            "max_net_audio_required": "15s"
        }
    }
}

Person Event

{
    "person_event": {
        "person_information": {
            "person_id": "287ce586-d798-416f-8ee0-5d5e6f737a7c",
            "first_name": "John",
            "last_name": "Smith",
            "custom_data": {}
        },
        "opt_in_info": {
            "timestamp": "2024-10-29T00:23:13.409Z"
        },
        "enroll_status": "ENROLL_STATUS_TRAINED",
        "voice_print_lock_info": {
            "locked": false,
            "locked_by": "",
            "reason": "",
            "mismatch_counter": {
                "value": 0
            },
            "timestamp": "",
            "lock_reason": "LOCK_REASON_UNSPECIFIED"
        }
    }
}

Restart Event

{
    "restart_event": {}
}

Detect Audio Spoofing Event

{
    "detect_audio_spoofing_event": {
      "progress_event": {
          "current_net_audio": "3s",
          "audio_validity": "REASON_AUDIO_OK"
      }
    }
}

Session Decision Event

{
    "session_decision_event": {
        "decision": "DECISION_AUTHENTIC",
        "decisionReason": "DECISION_REASON_AUDIO_OK"
    }
}

ListCallSessions

GET /v1/call-sessions

SubmitAgentAction

POST /v1/call-sessions/{call_session_id}:submitAgentAction

A unary method that allows Web Agent Console client to execute various manually triggered actions on the ongoing call session. The outcome of these actions, if any, propagates from the server via events on the MonitorCallSession method. Agent actions include updating person information, consent, manually authenticating the Person, restarting audio, and marking audio as suspicious. It is mandatory for clients to pass the call session ID to this method.

For more information, see SubmitAgentAction.

Endpoint

/v1/call-sessions/{call_session_id}:submitAgentAction

Request

Update Person Information

{
    "context": {
        "gk_scope_id": {
            "value": "05f9eab4-0fdc-41a8-8ee1-8dce8b72c63e"
        }
    },
    "update_person_information": {
        "person_information": {
            "person_id": "287ce586-d798-416f-8ee0-5d5e6f737a7c",
            "first_name": "John",
            "last_name": "Smith",
            "custom_data": {}
        }
    }
}

Restart

{
    "context": {
        "gk_scope_id": {
            "value": "05f9eab4-0fdc-41a8-8ee1-8dce8b72c63e"
        }
    },
    "restart": {}
}

OptIn

{
    "context": {
        "gk_scope_id": {
            "value": "05f9eab4-0fdc-41a8-8ee1-8dce8b72c63e"
        }
    },
    "opt_in": {}
}

OptOut

{
    "context": {
        "gk_scope_id": {
            "value": "05f9eab4-0fdc-41a8-8ee1-8dce8b72c63e"
        }
    },
    "opt_out": {
        "reason": "Would like more information",
        "opt_out_in_days": {
            "value": 7
        }
    }
}

Suspicious

{
    "context": {
        "gk_scope_id": {
            "value": "05f9eab4-0fdc-41a8-8ee1-8dce8b72c63e"
        }
    },
    "suspicious": {
        "is_suspicious": true,
        "reason": "Speech does not match client's gender or age"
    }
}

Response

{
	"status": {
        "statusCode": "OK",
        "statusSubCode": 0,
        "httpTransCode": 0,
        "fieldViolations": [],
        "statusDetails": []
 	}
}

AgentSessionInfo

Agent information message

AgentSessionInfo
Field	Type	Description
agent_subscription_id	string	Mandatory. The Media Manager subscription ID related to the agent session.
agent_session_id	string	Mandatory. The agent session ID, which serves as input to the stop agent session.
realm_id	string	Mandatory. The Media manager realm ID.

CallSessionInfo

Call session information message

CallSessionInfo
Field	Type	Description
call_session_id	string	Mandatory. The call session ID that can be used as input for SubmitAgentAction
start_call_cti_event	nuance.biosec.v1.CtiEvent	Mandatory. The start call CTI event.

ListCallSessionsRequest

Input message that defines parameters for ListCallSessions.

ListCallSessionsRequest
Field	Type	Description
context	nuance.biosec.v1.Context	Mandatory. General request context. Only the Gatekeeper scope ID is a mandatory field in the context message.
One of agent_selector:		Mandatory. Target call sessions are identified by either agent ID or agent extension.Regular clients having permissions for accessing this method are allowed only to requestthe call sessions they own. Additional permissions need to be configured for the calling principalto allow requesting any call sessions under the specified context (privileged operation).
agent_id	string	Mandatory. The agent user name as it is used for the single sign-on.
agent_extension	string	Mandatory. The agent extension used by the agent during the login to the Web Agent Console.

ListCallSessionsResponse

Output message that defines parameters returned by ListCallSessions.

ListCallSessionsResponse
Field	Type	Description
status	nuance.rpc.Status	Mandatory. General operation status.
agent_session_info	AgentSessionInfo	Mandatory. The agent information.
call_session_info	repeated CallSessionInfo	Repeated. On going calls associated to the agent.

MonitorCallSessionRequest

Input message that defines parameters for MonitorCallSession.

MonitorCallSessionRequest
Field	Type	Description
context	nuance.biosec.v1.Context	Mandatory. General request context.
call_session_id	string	Mandatory. Global call session ID generated by the call session manager.

MonitorCallSessionResponse

Output message that defines parameters returned by MonitorCallSession. Each returned event is set to one of the event options.

MonitorCallSessionResponse
Field	Type	Description
One of call_session_event:		Types of events.
status	nuance.rpc.Status	General operation status.
cti_event	nuance.biosec.v1.CtiEvent	CTI related events.
process_audio_event	ProcessAudioEvent	Audio processing events.
enroll_event	EnrollEvent	Voiceprint enrollment events.
train_event	TrainEvent	Voiceprint training events.
verify_event	VerifyEvent	Voiceprint verification events.
known_fraudsters_detection_event	KnownFraudstersDetectionEvent	Fraudsters detection events.
person_event	PersonStatusEvent	Provides person and voiceprint status details.
restart_event	RestartEvent	The restart event. Typically used to restart a recording when a new person joins the call.
detect_audio_spoofing_event	DetectAudioSpoofingEvent	Audio spoofing detection events.
session_decision_event	SessionDecisionEvent	Risk-engine based session decision events.
identify_event	IdentifyEvent	Voiceprint identification events.
group_members_event	GroupMembersEvent	Provides information about the group members.
person_manually_identified	PersonManuallyIdentified	A group member was manually identified as the current speaker by a source other than the agent.
previous_session_result	PreviousSessionResult	Results of the previous session in the current engagement.
display_message	DisplayMessage	A message that should be shown to the agent.
update_agent_blocked_actions_event	UpdateAgentBlockedActionsEvent	Indicate to the WAC that certain actions should be disabled (or enabled back again). This event overrides any previous block actions list (including the list in display message event).
process_text_event	ProcessTextEvent	Text processing events.
enroll_convoprint_event	EnrollConvoprintEvent	Convoprint enrollment events.
train_convoprint_event	TrainConvoprintEvent	Convoprint training events.
verify_convoprint_event	VerifyConvoprintEvent	Convoprint verification events.
known_fraudsters_detection_convoprint_event	KnownFraudstersDetectionConvoprintEvent	Convoprint fraudsters detection events.
identify_convoprint_event	IdentifyConvoprintEvent	Convoprint identification events.
process_audio_deviceprint_event	ProcessAudioDeviceprintEvent	Deviceprint audio processing events.
enroll_deviceprint_event	EnrollDeviceprintEvent	Deviceprint enrollment events.
train_deviceprint_event	TrainDeviceprintEvent	Deviceprint training events.
verify_deviceprint_event	VerifyDeviceprintEvent	Deviceprint verification events.
known_fraudsters_detection_deviceprint_event	KnownFraudstersDetectionDeviceprintEvent	Deviceprint fraudsters detection events.
after_call_work_mode_start_event	AfterCallWorkModeStartEvent	After-Call Work Mode start event.
after_call_work_mode_end_event	AfterCallWorkModeEndEvent	After-Call Work Mode end event.

SubmitAgentActionRequest

Input message that defines parameters for SubmitAgentAction.

SubmitAgentActionRequest
Field	Type	Description
context	nuance.biosec.v1.Context	Mandatory. General request context.
call_session_id	string	Mandatory. Global call session ID identifies the call session that the action applies to.
One of agent_action:		The action triggered by the agent.
update_person_information	UpdatePersonInformation	Agent submits the person’s information.
authenticity	Authenticity	Agent manually authenticates the speaker.
restart	Restart	Agent requests to restart the call session, typically when a new person joins during a call. This action does not impact the Web Agent Console, but is reflected in the Gatekeeper web portal (engagement view).
opt_in	OptIn	Agent requests to opt-in the person.
opt_out	OptOut	Agent requests to opt-out the person.
suspicious	Suspicious	Agent flags the call session as suspicious.
custom_message	CustomLogicWebhookMessage	Send a custom message to the custom logic webhook.
group_information	GroupInformation	Agent submits the group information.
person_manually_identified	PersonManuallyIdentified	Agent identifies the group member as the current speaker.
after_call_work_done	AfterCallWorkModeDone	Indicates that After-Call Work should exit.

SubmitAgentActionResponse

Output message that defines parameters returned by SubmitAgentAction.

SubmitAgentActionResponse
Field	Type	Description
status	nuance.rpc.Status	Mandatory. General operation status.

call_session_manager_messages.proto

AfterCallWorkModeDone

Indicates that After-Call Work should exit. This is ignored if this is sent before AfterCallWorkModeStartEvent or after AfterCallWorkModeEndEvent.

AfterCallWorkModeEndEvent

Indicates that the call is exiting “After-Call Work Mode”.

AfterCallWorkModeStartEvent

Indicates that the call is entering “After-Call Work Mode”. This mode allows the agent to perform actions in the current call session after the call ended. If enabled, the event will be sent before a CtiEvent of CallEventType set to CALL_ENDED.

AfterCallWorkModeStartEvent
Field	Type	Description
time_left	google.protobuf.Duration	Mandatory. The maximum amount of time that remains for After-Call Work Mode. Before or at that time, an AfterCallWorkModeEndEvent will be sent. The duration value is greater from zero.

Authenticity

Agent manually authenticates the speaker.

CustomLogicWebhookMessage

Sends a custom message to the custom logic webhook.

CustomLogicWebhookMessage
Field	Type	Description
payload	string	Mandatory. An arbitrary string to attach to the custom message. The payload is then available to the webhook in the `result.customEventMessage` session variable. The payload should not be bigger than one kilobyte.

CustomText

Custom text to display in custom text reserve area.

CustomText
Field	Type	Description
title	TextComponent	Optional. The text box title.
text	TextComponent	Optional. The text box text part.

DecisionCustomText

Decision custom text.

DecisionCustomText
Field	Type	Description
decision	nuance.biosec.v1.Decision	Mandatory. Session decision.
decision_label	string	Optional. The label could be used for localization.
decision_text	string	Optional. The decision customized text.

DecisionInfo

Factor decision information.

DecisionInfo
Field	Type	Description
decision	nuance.biosec.v1.Decision	Mandatory. Biometric factor decision.
decision_reason	DecisionReason	Mandatory. Biometric factor decision reason.

DetectAudioSpoofingCompletedEvent

Audio spoofing detection results.

DetectAudioSpoofingCompletedEvent
Field	Type	Description
current_net_audio	google.protobuf.Duration	Mandatory. Current net audio.
audio_validity	nuance.biosec.v1.AudioValidity	Mandatory. Validity of the audio used for the operation.
playback_decision	DecisionInfo	Mandatory. Playback detection results.
synthetic_decision	DecisionInfo	Mandatory. Synthetic speech detection results.

DetectAudioSpoofingEvent

Audio spoofing detection events.

DetectAudioSpoofingEvent
Field	Type	Description
One of detect_audio_spoofing_event:
started_event	bool	Audio spoofing detection has started.
progress_event	DetectAudioSpoofingProgressEvent	Contains more information about the audio spoofing detection progress.
completed_event	DetectAudioSpoofingCompletedEvent	Audio spoofing detection results.

DetectAudioSpoofingProgressEvent

Audio spoofing detection progress events.

DetectAudioSpoofingProgressEvent
Field	Type	Description
current_net_audio	google.protobuf.Duration	Mandatory. Current net audio.
audio_validity	nuance.biosec.v1.AudioValidity	Mandatory. Validity of the audio used for the operation.

DisplayMessage

Displays a message to the agent.

DisplayMessage
Field	Type	Description
type	DisplayMessageType	Optional. The message’s type, for example info, warning, and so on.
title_label	string	Optional. The title’s localization label.
title_text	string	Mandatory. The title’s non-localized text.
message_label	string	Optional. The message’s localization label.
message_text	string	Mandatory. The message’s non-localized text.
disable_actions	bool	Optional. Disable agent actions in the Web Agent Console (WAC) until the call ends, except for `SubmitAgentActionRequest.Restart`.
agent_action_to_block	repeated AgentActionToBlock	Optional. Disable the following specific actions in the WAC. The list overrides any previous blocked actions list.
custom_text	CustomText	Optional. Custom text to display in custom text reserve area.
decision_custom_text	repeated DecisionCustomText	Optional. The custom text per decision. Should be passed before decision is determined (e.g. after call start event). For example customized “Match” to “Vendor Match”.

EnrollCompletedEvent

Voiceprint enrollment results.

EnrollCompletedEvent
Field	Type	Description
enroll_status	EnrollStatus	Mandatory. Status of the enroll operation.

EnrollConvoprintCompletedEvent

Convoprint enrollment results.

EnrollConvoprintCompletedEvent
Field	Type	Description
enroll_status	EnrollStatus	Mandatory. Status of the enroll operation.

EnrollConvoprintEvent

Convoprint enrollment events.

EnrollConvoprintEvent
Field	Type	Description
One of event:
started_event	bool	Convoprint enrollment has started.
completed_event	EnrollConvoprintCompletedEvent	Convoprint enrollment has completed.

EnrollDeviceprintCompletedEvent

Deviceprint enrollment completion results.

EnrollDeviceprintCompletedEvent
Field	Type	Description
enroll_status	EnrollStatus	Mandatory. Status of the enroll operation.

EnrollDeviceprintEvent

Deviceprint enrollment results.

EnrollDeviceprintEvent
Field	Type	Description
One of event:		Deviceprint enrollment results.
started_event	bool	Mandatory. Deviceprint enrollment has started.
completed_event	EnrollDeviceprintCompletedEvent	Mandatory. Deviceprint enrollment has completed.

EnrollEvent

Voiceprint enrollment events.

EnrollEvent
Field	Type	Description
One of enroll_event:
started_event	bool	Voiceprint enrollment has started.
completed_event	EnrollCompletedEvent	Voiceprint enrollment has completed.

GroupInformation

The agent uses this message to submit the group identifier.

GroupInformation
Field	Type	Description
group_id	string	Mandatory. The external group identifier.

GroupMembersEvent

Provides information about the group members.

GroupMembersEvent
Field	Type	Description
status	GroupMembersStatus	Mandatory. The retrieval status code.
group_id	string	Mandatory. The external Group identifier.
person_ids	repeated string	Optional. The group members, in the form of external person identifiers. Depending on the value of status, the list may be empty or incomplete.

IdentifyCompletedEvent

Voiceprint identification results.

IdentifyCompletedEvent
Field	Type	Description
person_id	string	Mandatory. The identified external person identifier, if identification is successful.
current_net_audio	google.protobuf.Duration	Mandatory. Current net audio.
audio_validity	nuance.biosec.v1.AudioValidity	Mandatory. Validity of the audio used for the operation.
decision	nuance.biosec.v1.Decision	Mandatory. The biometric factor decision.
decision_reason	DecisionReason	Mandatory. The biometric factor decision reason.

IdentifyConvoprintCompletedEvent

Convoprint identification results.

IdentifyConvoprintCompletedEvent
Field	Type	Description
person_id	string	Mandatory. The identified external person identifier, if identification is successful.
decision	nuance.biosec.v1.Decision	Mandatory. The biometric factor decision.
decision_reason	DecisionReason	Mandatory. The biometric factor decision reason.

IdentifyConvoprintEvent

Convoprint identification events.

IdentifyConvoprintEvent
Field	Type	Description
One of event:		Convoprint identification events.
started_event	bool	Identification has started.
completed_event	IdentifyConvoprintCompletedEvent	Convoprint identification results.

IdentifyEvent

Voiceprint identification events.

IdentifyEvent
Field	Type	Description
One of identification_processing_event:
started_event	bool	Identification has started.
progress_event	IdentifyProgressEvent	Contains more information about the voiceprint identification progress.
completed_event	IdentifyCompletedEvent	Voiceprint identification results.

IdentifyProgressEvent

Voiceprint identification progress events.

IdentifyProgressEvent
Field	Type	Description
current_net_audio	google.protobuf.Duration	Mandatory. Current net audio.
audio_validity	nuance.biosec.v1.AudioValidity	Mandatory. Validity of the audio used for the operation.
current_checkpoint_number	int32	Mandatory. The identification checkpoint that has reached.
final_checkpoint_number	int32	Mandatory. Last identification checkpoint.

KnownFraudstersDetectionCompletedEvent

Fraudster detection results.

KnownFraudstersDetectionCompletedEvent
Field	Type	Description
current_net_audio	google.protobuf.Duration	Mandatory. Current net audio.
audio_validity	nuance.biosec.v1.AudioValidity	Mandatory. Validity of the audio used for the operation.
decision	nuance.biosec.v1.Decision	Mandatory. The biometric factor decision.
decision_reason	DecisionReason	Mandatory. The biometric factor decision reason.

KnownFraudstersDetectionConvoprintCompletedEvent

Convoprint fraudster detection results.

KnownFraudstersDetectionConvoprintCompletedEvent
Field	Type	Description
decision	nuance.biosec.v1.Decision	Mandatory. The biometric factor decision.
decision_reason	DecisionReason	Mandatory. The biometric factor decision reason.

KnownFraudstersDetectionConvoprintEvent

Convoprint fraudster detection related events.

KnownFraudstersDetectionConvoprintEvent
Field	Type	Description
One of event:
started_event	bool	Fraudster detection has started.
completed_event	KnownFraudstersDetectionConvoprintCompletedEvent	Fraudster detection results.

KnownFraudstersDetectionDeviceprintCompletedEvent

KnownFraudstersDetectionDeviceprintCompletedEvent
Field	Type	Description
decision	nuance.biosec.v1.Decision	Mandatory. The biometric factor decision.
decision_reason	DecisionReason	Mandatory. The biometric factor decision reason.

KnownFraudstersDetectionDeviceprintEvent

Deviceprint fraudsters detection results.

KnownFraudstersDetectionDeviceprintEvent
Field	Type	Description
One of event:
started_event	bool	Text processing has started.
completed_event	KnownFraudstersDetectionDeviceprintCompletedEvent	Text processing has completed.

KnownFraudstersDetectionEvent

Fraudster detection related events.

KnownFraudstersDetectionEvent
Field	Type	Description
One of verify_processing_event:
started_event	bool	Fraudster detection has started.
progress_event	KnownFraudstersDetectionProgressEvent	Contains more information about the fraudster detection progress.
completed_event	KnownFraudstersDetectionCompletedEvent	Fraudster detection results.

KnownFraudstersDetectionProgressEvent

Fraudster detection progress events.

KnownFraudstersDetectionProgressEvent
Field	Type	Description
current_net_audio	google.protobuf.Duration	Mandatory. Current net audio.
audio_validity	nuance.biosec.v1.AudioValidity	Mandatory. Validity of the audio used for the operation.
current_checkpoint_number	int32	Mandatory. The fraud detection checkpoint that has reached.
final_checkpoint_number	int32	Mandatory. The last fraud detection checkpoint.
max_net_audio_required	google.protobuf.Duration	Optional. Maximum net audio required for fraud detection.

OptIn

Agent requests to opt-in the person on the call.

OptInInfo

Opt-in information.

OptInInfo
Field	Type	Description
timestamp	google.protobuf.Timestamp	Mandatory. When the person opted-in.

OptOut

Agent requests to opt-out the person on the call.

OptOut
Field	Type	Description
reason	string	Mandatory. Opt-out reason for the person as selected by the agent.
opt_out_in_days	google.protobuf.Int32Value	Mandatory. Amount of days to wait until opt-in can be offered to the customer again, as selected by the agent (the amount of days to wait from opting out).

OptOutInfo

Opt-out information.

OptOutInfo
Field	Type	Description
timestamp	google.protobuf.Timestamp	Mandatory. When the person opted-out.
reason	string	Optional. The provided opt-out reason.
offer_opt_in_time	google.protobuf.Timestamp	Mandatory. When opt-in can be enabled.
offer_opt_in	bool	Mandatory. True when opt-out duration has passed.

PersonDisplay

Additional person information that can be displayed to the agent.

PersonDisplay
Field	Type	Description
display_name	string	Optional. The text that displays the person’s name to the agent.
additional_information	string	Optional. Additional information to display related to the person.

PersonInformation

Person information details.

PersonInformation
Field	Type	Description
person_id	string	Mandatory. Person’s external identifier, used as a reference in biometrics operations.
first_name	string	Optional. Person’s first name.
last_name	string	Optional. Person’s last name.
custom_data	repeated PersonInformation.CustomDataEntry	Optional. List of custom application data in key-value pairs.

PersonInformation.CustomDataEntry

PersonInformation.CustomDataEntry
Field	Type	Description
key	string
value	string

PersonManuallyIdentified

The agent uses this message to identify the person in the group that is the current speaker, using a manual process other than voiceprint identification. This can also be sent in MonitorCallSessionResponse if the person is identified by a source other than the agent.

PersonManuallyIdentified
Field	Type	Description
person_id	string	Mandatory. The selected external person identifier.

PersonStatusEvent

Provides Person and Voiceprint status details.

PersonStatusEvent
Field	Type	Description
person_information	PersonInformation	Mandatory. Person information details.
One of opt_in_out:		Optional. If the person did not opt-in nor opt-out, none of the options are set.
opt_in_info	OptInInfo	Person opted-in.
opt_out_info	OptOutInfo	Person opted-out.
enroll_status	EnrollStatus	Mandatory. Person’s enrollment status.
voice_print_lock_info	VoicePrintLockInfo	Optional. Person’s voiceprint lock information.
person_display	PersonDisplay	Optional. Additional display information.

PreviousSessionResult

Results of the previous session in the current engagement.

PreviousSessionResult
Field	Type	Description
person_id	string	Mandatory. The identifier of the person that is authenticated or enrolled.
manually_identified	bool	Mandatory. The person is manually identified (not as a result of voiceprint identification).
previous_session_decision	SessionDecisionEvent	Optional. The risk-engine decision.
enroll_completed_event	EnrollCompletedEvent	Optional. The enrollment result.

ProcessAudioCompletedEvent

Audio processing results.

ProcessAudioCompletedEvent
Field	Type	Description
audio_validity	nuance.biosec.v1.AudioValidity	Mandatory. Validity of the audio used for the operation.

ProcessAudioDeviceprintCompletedEvent

Deviceprint audio processing completion results.

ProcessAudioDeviceprintCompletedEvent
Field	Type	Description
audio_validity	nuance.biosec.v1.AudioValidity	Mandatory. Validity of the audio used for the operation.

ProcessAudioDeviceprintEvent

Deviceprint audio processing results.

ProcessAudioDeviceprintEvent
Field	Type	Description
One of event:
started_event	bool	Mandatory. Deviceprint audio processing has started.
completed_event	ProcessAudioDeviceprintCompletedEvent	Mandatory. Deviceprint audio processing has completed.

ProcessAudioEvent

Audio processing event.

ProcessAudioEvent
Field	Type	Description
One of process_audio_event:
started_event	bool	Audio processing has started.
progress_event	ProcessAudioProgressEvent	Contains more information about the audio processing progress.
completed_event	ProcessAudioCompletedEvent	Audio processing has completed.

ProcessAudioProgressEvent

Audio processing progress events.

ProcessAudioProgressEvent
Field	Type	Description
current_net_audio	google.protobuf.Duration	Mandatory. Current net audio.
audio_validity	nuance.biosec.v1.AudioValidity	Mandatory. Validity of the audio used for the operation.
min_net_audio_required	google.protobuf.Duration	Mandatory. Minimum net audio required for training. The value for this field is expected to be higher or equal to min_net_audio_required_for_enroll field.
min_net_audio_required_for_enroll	google.protobuf.Duration	Optional. Minimum net audio required for enrollment. The value for this field is expected to be lower or equal to min_net_audio_required field.
max_net_audio_allowed	google.protobuf.Duration	Mandatory. Maximum net audio required for enrollment.

ProcessTextCompletedEvent

Text processing results.

ProcessTextEvent

Text processing event.

ProcessTextEvent
Field	Type	Description
One of event:
started_event	bool	Text processing has started.
completed_event	ProcessTextCompletedEvent	Text processing has completed.

Restart

Agent requests to restart the call session, typically used when a new person joins the call.

RestartEvent

The requested Restart is performed.

RestartEvent
Field	Type	Description
re_authentication	bool	Optional. If true, indicates that the restart is done to perform re-authentication for the same person ID.

SessionDecisionEvent

Risk-engine based session decision event.

SessionDecisionEvent
Field	Type	Description
decision	nuance.biosec.v1.Decision	Mandatory. Risk-engine based decision.
decisionReason	DecisionReason	Mandatory. Biometric decision reason.

Suspicious

Agent flags the call session as suspicious.

Suspicious
Field	Type	Description
is_suspicious	bool	Mandatory. Suspicious flag status.
reason	string	Optional. Suspicious reason for the call as selected by the agent.

TextComponent

Text component definition.

TextComponent
Field	Type	Description
text	string	Optional. The text to display.
label	string	Optional. The label could be used for localization.
bold	bool	Optional. If true, display as bold.
italic	bool	Optional. If true, display as italic.
color	Color	Optional. Color.

TrainCompletedEvent

Voiceprint training results.

TrainCompletedEvent
Field	Type	Description
train_status	nuance.biosec.v1.TrainStatus	Mandatory. Status of the training operation.
train_reason	nuance.biosec.v1.TrainReason	Mandatory. Reason of the status of the training operation.

TrainConvoprintCompletedEvent

Convoprint training results.

TrainConvoprintCompletedEvent
Field	Type	Description
train_status	nuance.biosec.v1.TrainStatus	Mandatory. Status of the training operation.
train_reason	nuance.biosec.v1.TrainReason	Mandatory. Reason of the status of the training operation.

TrainConvoprintEvent

Convoprint training results.

TrainConvoprintEvent
Field	Type	Description
One of event:
started_event	bool	Convoprint training has started.
completed_event	TrainConvoprintCompletedEvent	Convoprint training has completed.

TrainDeviceprintCompletedEvent

Deviceprint training completion results.

TrainDeviceprintCompletedEvent
Field	Type	Description
train_status	nuance.biosec.v1.TrainStatus	Mandatory. Status of the training operation.
train_reason	nuance.biosec.v1.TrainReason	Mandatory. Reason of the status of the training operation.

TrainDeviceprintEvent

Deviceprint training results.

TrainDeviceprintEvent
Field	Type	Description
One of event:
started_event	bool	Mandatory. Deviceprint training has started.
completed_event	TrainDeviceprintCompletedEvent	Mandatory. Deviceprint training has completed.

TrainEvent

Voiceprint training events.

TrainEvent
Field	Type	Description
One of train_event:
started_event	bool	Voiceprint training has started.
completed_event	TrainCompletedEvent	Voiceprint training has completed.

UpdateAgentBlockedActionsEvent

Indicates to the WAC that certain actions should be disabled.

UpdateAgentBlockedActionsEvent
Field	Type	Description
agent_action_to_block	repeated AgentActionToBlock	Optional. Disable the following specific actions in the WAC.
agent_action_to_allow	repeated AgentActionToBlock	Optional. Enable the following specific actions in the WAC. If a value of AgentActionToBlock is listed in both agent_action_to_block and agent_action_to_enable, the action for that value is enabled.

UpdatePersonInformation

The agent uses this message to submit the information of the person on the call.

UpdatePersonInformation
Field	Type	Description
person_information	PersonInformation	Mandatory. Person information details.

VerifyCompletedEvent

Voiceprint verification results.

VerifyCompletedEvent
Field	Type	Description
current_net_audio	google.protobuf.Duration	Mandatory. Current net audio.
audio_validity	nuance.biosec.v1.AudioValidity	Mandatory. Validity of the audio used for the operation.
decision	nuance.biosec.v1.Decision	Mandatory. The biometric factor decision.
decision_reason	DecisionReason	Mandatory. The biometric factor decision reason.

VerifyConvoprintCompletedEvent

Convoprint verification results.

VerifyConvoprintCompletedEvent
Field	Type	Description
decision	nuance.biosec.v1.Decision	Mandatory. The biometric factor decision.
decision_reason	DecisionReason	Mandatory. The biometric factor decision reason.

VerifyConvoprintEvent

Convoprint verification events.

VerifyConvoprintEvent
Field	Type	Description
One of event:
started_event	bool	Convoprint verification has started.
completed_event	VerifyConvoprintCompletedEvent	Convoprint verification results.

VerifyDeviceprintCompletedEvent

Deviceprint verification completion results.

VerifyDeviceprintCompletedEvent
Field	Type	Description
decision	nuance.biosec.v1.Decision	Mandatory. The biometric factor decision.
decision_reason	DecisionReason	Mandatory. The biometric factor decision reason.

VerifyDeviceprintEvent

Deviceprint verification results.

VerifyDeviceprintEvent
Field	Type	Description
One of event:
started_event	bool	Mandatory. Deviceprint verification has started.
completed_event	VerifyDeviceprintCompletedEvent	Mandatory. Deviceprint verification has completed.

VerifyEvent

Voiceprint verification events.

VerifyEvent
Field	Type	Description
One of verify_processing_event:
started_event	bool	Voiceprint verification has started.
progress_event	VerifyProgressEvent	Contains more information about the voiceprint verification progress.
completed_event	VerifyCompletedEvent	Voiceprint verification results.

VerifyProgressEvent

Voiceprint verification progress events.

VerifyProgressEvent
Field	Type	Description
current_net_audio	google.protobuf.Duration	Mandatory. Current net audio.
audio_validity	nuance.biosec.v1.AudioValidity	Mandatory. Validity of the audio used for the operation.
current_checkpoint_number	int32	Mandatory. The verification checkpoint that is reached.
final_checkpoint_number	int32	Mandatory. Last verification checkpoint.

VoicePrintLockInfo

Person’s voiceprint lock information.

VoicePrintLockInfo
Field	Type	Description
locked	bool	Mandatory. Person’s voiceprint lock status.
locked_by	string	Optional. User that locked this person’s voiceprint.
reason	string	Optional. Voiceprint lock reason text.
mismatch_counter	google.protobuf.Int32Value	Optional. Mismatch counter that triggers locking the voiceprint.
timestamp	google.protobuf.Timestamp	Optional. Voiceprint lock timestamp.
lock_reason	nuance.biosec.v1.LockReason	Optional. Specifies the standard locking reason.

call_session_manager_enums.proto

AgentActionToBlock

Specifies agent actions that should be blocked.

Name	Number	Description
AGENT_ACTION_TO_BLOCK_NONE	0	Action not set
AGENT_ACTION_TO_BLOCK_RESTART	1	Block the restart audio action
AGENT_ACTION_TO_BLOCK_SUSPICIUS	2	Block the suspicius action
AGENT_ACTION_TO_BLOCK_UPDATE_PERSON_INFORMATION	3	Block the update person action
AGENT_ACTION_TO_BLOCK_OPT_IN	4	Block the opt-in action
AGENT_ACTION_TO_BLOCK_OPT_OUT	5	Block the opt-out action
AGENT_ACTION_TO_BLOCK_AUTHENTICITY	6	Block the authenticity action
AGENT_ACTION_TO_BLOCK_CUSTOM_MESSAGE	7	Block the custom message action
AGENT_ACTION_TO_BLOCK_GROUP_INFORMATION	8	Block the group information action
AGENT_ACTION_TO_BLOCK_PERSON_MANUALLY_IDENTIFIED	9	Block the person manually identified action

Color

Name	Number	Description
COLOR_UNSPECIFIED	0	Color not set
COLOR_PRIMARY	1	Primary mapped to blue color
COLOR_SECONDARY	2	Secondary mapped to gray color
COLOR_SUCCESS	3	Success is mapped to green color
COLOR_DANGER	4	Danger is mapped to red color
COLOR_WARNING	5	Warning is mapped to yellow color
COLOR_INFO	6	Info is mapped to light blue color
COLOR_LIGHT	7	Light is mapped to white color
COLOR_DARK	8	Dark is mapped to black color

DecisionReason

Decision reason for voiceprint, convoprint, and audio spoofing biometric factors.

Name	Number	Description
DECISION_REASON_UNSPECIFIED	0	Decision reason is not specified (all factors).
DECISION_REASON_INTERNAL_ERROR	1	An error occurred while making the decision (all factors).
DECISION_REASON_AUDIO_OK	2	Audio is valid (voiceprint, deviceprint and audio spoofing factors).
DECISION_REASON_NOT_ENOUGH_AUDIO	3	Processing requires more audio segments than provided (voiceprint, deviceprint and audio spoofing factors).
DECISION_REASON_INVALID_AUDIO	4	Audio format is invalid or not supported (voiceprint and audio spoofing factors).
DECISION_REASON_AUDIO_TOO_SHORT	5	Audio does not contain the amount of speech required to complete the process (voiceprint, deviceprint and audio spoofing factors).
DECISION_REASON_AUDIO_TOO_SOFT	6	Audio speech level is lower than the level required to complete the process (voiceprint, deviceprint and audio spoofing factors).
DECISION_REASON_AUDIO_TOO_LOUD	7	Audio is too loud and causes saturation (voiceprint, deviceprint and audio spoofing factors).
DECISION_REASON_AUDIO_TOO_NOISY	8	Audio SNR (Signal to Noise Ratio) is too low (voiceprint, deviceprint and audio spoofing factors).
DECISION_REASON_MULTI_SPEAKERS_DETECTED	9	Multiple speakers are detected (not supported).
DECISION_REASON_SYNTHETIC_SPEECH_DETECTED	10	Synthetic speech is detected (audio spoofing factor).
DECISION_REASON_PLAYBACK_INDICATION	11	Playback is detected (audio spoofing factor).
DECISION_REASON_TONE_DETECTED	12	Tone is detected (not supported).
DECISION_REASON_WRONG_PASSPHRASE	13	Wrong passphrase is used (not supported).
DECISION_REASON_FRAUDSTER_INDICATION	14	A fraud attempt probably occurred (voiceprint, deviceprint and convoprint factors).
DECISION_REASON_VOICEPRINT_MATCH	15	This is probably an authentic person (voiceprint factor).
DECISION_REASON_VOICEPRINT_MISMATCH	16	This is probably not an authentic person (voiceprint factor).
DECISION_REASON_VOICEPRINT_UNCERTAIN	17	Could not determine if this is the authentic person (voiceprint factor).
DECISION_REASON_UNRELIABLE_DECISION_THRESHOLDS	18	The system could not reach a reliable decision (audio, deviceprint spoofing factos).
DECISION_REASON_TEXT_OK	19	Text is valid (convoprint factor).
DECISION_REASON_INVALID_TEXT	20	Text format is invalid or not supported (convoprint factor).
DECISION_REASON_CONVOPRINT_MATCH	21	This is probably the authentic person (convoprint factor).
DECISION_REASON_CONVOPRINT_NO_MATCH	22	This is probably not the authentic person (convoprint factor).
DECISION_REASON_CONVOPRINT_UNCERTAIN	23	Could not determine if this is the authentic person (convoprint factor).
DECISION_REASON_NO_RISK_DETECTED	24	Risk is not detected (convoprint, deviceprint factors).
DECISION_REASON_NO_SCORES	25	No available scores (convoprint, deviceprint factors).
DECISION_REASON_DEVICEPRINT_MATCH	26	This is probably the authentic person (deviceprint factor).
DECISION_REASON_DEVICEPRINT_NO_MATCH	27	This is probably not the authentic person (deviceprint factor).

DisplayMessageType

Specified the type of message to display to the agent.

Name	Number	Description
DISPLAY_MESSAGE_TYPE_UNSPECIFIED	0	Message type not set.
DISPLAY_MESSAGE_TYPE_INFO	1	An informational message.
DISPLAY_MESSAGE_TYPE_WARNING	2	A warning.
DISPLAY_MESSAGE_TYPE_ERROR	3	An error.

EnrollStatus

Specifies the current enrollment status of a person’s voiceprint.

Name	Number	Description
ENROLL_STATUS_UNSPECIFIED	0	Enroll status is not set.
ENROLL_STATUS_READY	1	Ready for enrollment.
ENROLL_STATUS_TRAINED	2	Ready for verification.
ENROLL_STATUS_PARTIALLY_ENROLLED	3	Missing additional audio segments.
ENROLL_STATUS_NOT_ENROLLED	4	Not enrolled.

GroupMembersStatus

Specifies the result status code of retrieving group member information.

Name	Number	Description
GROUP_MEMBERS_STATUS_UNSPECIFIED	0	Group member status unspecified.
GROUP_MEMBERS_STATUS_OK	1	Group members are successfully retrieved.
GROUP_MEMBERS_STATUS_INTERNAL_ERROR	2	There is an internal error retrieving the group members.
GROUP_MEMBERS_STATUS_NOT_FOUND	3	The external group identifier is not found.
GROUP_MEMBERS_STATUS_TOO_BIG	4	There are too many group members. The member list may be incomplete.