---
title: Enabling Inbound Call Streaming for AI Assist on Ameyo 6.0
slug: ai-assist/enabling-inbound-call-streaming-for-ai-assist-on-ameyo-60
createdAt: 2026-03-16T09:25:24.940Z
---

**Purpose**

This SOP explains how to **enable audio streaming from Ameyo to AI Assist** so that transcripts and smart replies can be surfaced to agents during voice calls.

This document **only covers streaming setup**.

It assumes that:

1. An **Assistant is already created** in AI Assist.
2. The assistant is **deployed in Ameyo CC campaigns**.
3. The **Assistant Streaming Endpoint URL** is available.

# 1. Platforms Supported

This SOP applies to:

| Platform  | Supported |
| --------- | --------- |
| Ameyo 6.0 | Yes       |

# 2. AI Assist on Voice Calls

AI Assist enables **real-time transcription and smart reply suggestions** during live calls handled by agents.

This is implemented by:

1. Streaming call audio from **Platform**
2. Sending audio to the **AI Assist Streaming Endpoint**
3. Processing audio in **Assistant Admin**
4. Delivering transcripts and smart replies to **Assistant Agent UI**

# 3. High Level Setup Flow

The overall process for enabling AI Assist on voice calls is:

1. Create Assistant in AI Assist
2. Deploy Assistant in Ameyo CC
   - Help guides to create and deploying assistant in Ameyo CC : 
     - Exotel AI Assist : Userguide - AI Assist 
     - Edit, Manage, and Re-Publish an Assistant - AI Assist 
     - Deploy Configuration App in Exotel Contact Centre - AI Assist 
     - Deploy Assistant in Exotel Contact Center - AI Assist 
3. Copy Assistant Streaming Endpoint
4. Configure Stream Applet in Platform
5. Test the streaming flow

# 4. AI Assist in Voice Calls

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/7tcCvm8sRfuaXP9qG6Fub-20260316-092845.png)

The diagram illustrates how AI Assist can be enabled for voice calls by streaming call audio from the Platform while simultaneously connecting the call to an agent.

**1. Customer Call Lands on Platform**

The process begins when a **customer places a call**, which first lands on the **Ameyo Platform**.
This is important because the **Stream Applet that enables AI Assist exists inside the platform flow**.

If the call bypasses the platform and goes directly to ECC, AI Assist streaming cannot start.

### 2. Stream Applet Initiates Audio Streaming

Once the call reaches the platform, the **Stream Applet** is triggered.

The Stream Applet:

- Calls the **AI Assist streaming endpoint**
- Receives a **WebSocket (WSS) URL**
- Starts **streaming the live call audio to AI Assist**

At this stage:

- The call audio is sent to **AI Assist in real time**
- AI Assist begins processing the conversation for **transcription and smart reply generation**

### 3. Connect Applet Routes the Call to the Agent

After streaming starts, the platform executes the **Connect Applet**.

The Connect Applet:

- Connects the customer call to **ECC**
- Uses **VSIP trunk (IP-based SIP connection)** for routing
- Delivers the call to an **available agent**

This call routing happens **independently of the AI Assist processing**.

### 4. AI Assist Processes the Stream

The streamed audio reaches **AI Assist**, where:

- Speech is converted into **real-time transcripts**
- **Smart reply suggestions** are generated based on the conversation

### 5. AI Assist Data Appears on Agent Desktop

AI Assist then sends the processed output to the **Ameyo CC Agent Desktop**.

Agents can see:

- **Live call transcripts**
- **AI-generated smart replies**

These appear inside the **AI Assist panel in the contact center UI**, assisting the agent while the conversation is ongoing.

### Key Concept

The system operates with **two parallel flows**:

**Call Routing Flow**

`Customer → Platform → Connect Applet → ECC → Agent`

**AI Assist Streaming Flow**

`Platform → Stream Applet → AI Assist → Agent Desktop`

This parallel architecture allows AI Assist to **analyze the call in real time without interfering with the actual call connection between the customer and the agent**.

# 5. AI Assist in Voice bot Handoff Voice Calls 

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/8bmTGw4JqsgblXlnuVtWm-20260316-093242.png)

This diagram shows how **AI Assist works when a Voicebot is used before the call is transferred to a live agent**. The platform processes the voicebot interaction first, then enables streaming and finally connects the call to an agent.

## 1. Customer Call Lands on Platform

The flow begins when a **customer places a call**, which lands on the **Platform**.

Unlike the normal flow, the call first interacts with a **Voicebot Applet** before reaching the agent.

## 2. Voicebot Handles the Initial Interaction

The **Voicebot Applet** processes the customer’s request.

Typical responsibilities include:

- Greeting the customer
- Collecting initial information
- Handling simple queries
- Determining whether the call should be transferred to an agent

If the voicebot resolves the query, the call may end here.
If the call requires human assistance, the flow proceeds to the next step.

## 3. Passthru Applet Transfers the Call

When the voicebot decides to **handoff the call**, the flow moves to the **Passthru Applet**.

The Passthru Applet ensures that:

- The call moves from the **voicebot interaction flow** to the **agent-assist flow**
- The audio stream continues without interruption

This step effectively transitions the call from **automated handling to live agent support**.

## 4. Stream Applet Starts AI Assist Streaming

After the passthrough, the **Stream Applet** is executed.

The Stream Applet:

1. Sends a request to the **AI Assist streaming endpoint**
2. Receives a **WebSocket URL**
3. Begins **streaming the live call audio to AI Assist**

At this point, AI Assist starts processing the conversation.

## 5. Connect Applet Routes the Call to ECC

Once streaming begins, the platform executes the **Connect Applet**.

This applet:

- Connects the call to **ECC**
- Uses a **VSIP trunk (IP-based SIP connection)**
- Routes the call to an **available agent**

## 6. AI Assist Processes the Conversation

The streamed audio reaches **AI Assist**, which processes the conversation in real time.

AI Assist performs:

- **Speech-to-text transcription**
- **Context analysis**
- **Smart reply generation**

## 7. Smart Replies and Transcript Appear on Agent Desktop

AI Assist sends the processed information to the **Ameyo Contact Center Agent Desktop**.

The agent sees:

- **Live transcript of the customer conversation**
- **AI-generated smart replies**

These appear inside the **AI Assist panel in the contact center interface**, helping the agent respond faster and more accurately.

# 7. Constraint

AI Assist in these scenarios works **only when the call first lands on the Platform**.

### Supported Flow

`User → Platform → ECC`

### Not Supported

`User → ECC directly`

Reason:
Streaming must be initiated through the **Stream Applet in the Platform**.

### Workaround

If customers use ECC DID directly:

Update **call routing** so calls first land on the **Platform DID**.

# 8. Configuration Steps

These steps apply to the following platforms:

- **Ameyo 4x**
- **Ameyo 6x IP Platform**

AI Assist streaming can be configured for two scenarios:

1. **Direct Voice Calls to Agent**
2. **Voicebot → Agent Handoff Calls**

***

# Step 1 — Create AI Assist Assistant

Follow the step-by-step guide:
Exotel AI Assist : Userguide - AI Assist 

1. Login to the **AI Assist Admin Portal**.
2. Create a new **Assistant**.

Enable the following capabilities:

- Transcription
- Smart Replies
- Real Time Sentiment

After creating the assistant, copy the **Streaming Endpoint URL**.

Example:

`https://ai-assist.in.exotel.com/ai-assist/api/v1/accounts/exotel200m/ai-assistants/ecd2b6fe-65a9ce/stream-urls`

This endpoint will be used in the **Stream Applet configuration in the platform**.

 

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/vbY2TDGNC1Gd9zdOG-mWt-20260316-093442.png)

# Step 2 — Configure Call Flow in Platform

Login to the **Platform Dashboard**.

Navigate to:

`Platform Console → Call Flows → Applets`

From here, configure the applets based on the **call scenario**.

# Scenario 1 — Voice Calls (Direct to Agent)

In this scenario, the **customer call directly connects to an agent**, while the platform streams the call audio to AI Assist.

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/GiWZ6FWhW113gYJcR8K8o-20260316-093654.png)

## Step 3 — Create Stream Applet

Create a **Stream Applet** and configure the following:

### Streaming Endpoint

Set the HTTP endpoint to the **AI Assist Streaming Endpoint**.

Example:

`https://ai-assist.in.exotel.com/ai-assist/api/v1/accounts/exotel200m/ai-assistants/ecd2b6fe-65a9ce/stream-urls`

### Streaming Mode

Enable the option:

`Stream only when second leg connected`

Meaning:

Streaming begins **only when the agent answers the call**.

This prevents unnecessary streaming before the call connects.

### Runtime Flow

When the Stream Applet executes:

Stream Applet
   │
   ▼
HTTP request → AI Assist
   │
   ▼
Receive WebSocket URL
   │
   ▼
Start Audio Streaming

## Step 4 — Create Connect Applet

Add a **Connect Applet** immediately after the **Stream Applet**.

Configure:

Destination: ECC
Transport: VSIP Trunk


### Final Call Flow (Direct Voice Calls)

Customer Call
     │
     ▼
Platform
     │
     ▼
Stream Applet
     │
     ├────► AI Assist (audio streaming)
     │
     ▼
Connect Applet
     │
     ▼
ECC
     │
     ▼
Agent


AI Assist processes the streamed audio and displays  **transcripts and smart replies **on the **Ameyo CC Agent Desktop**.

***

# Scenario 2 — Voicebot Handoff Voice Calls

In this scenario, the **customer first interacts with a Voicebot**, and the call is later transferred to a live agent.

Streaming should begin **after the voicebot handoff**, so the agent interaction is captured.


![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/eGYxMUVnRXmobMTaP3IDO-20260316-093924.png)

![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/Nnb_T0P8TbzG8rBpMOrzq-20260316-093944.png)

## Step 3 — Configure Voicebot Flow

Create the following applet sequence inside the platform:

Voicebot Applet
      │
      ▼
Passthru Applet
      │
      ▼
Stream Applet
      │
      ▼
Connect Applet


## Voicebot Handoff Flow

Customer Call
     │
     ▼
Platform
     │
     ▼
Voicebot Applet
     │
     ▼
Passthru Applet
     │
     ▼
Stream Applet
     │
     ├────► AI Assist (audio streaming)
     │
     ▼
Connect Applet
     │
     ▼
ECC
     │
     ▼
Agent


### Why Passthru is Required

The **Passthru Applet** allows the call to move from the **voicebot flow to the agent assist flow** without interrupting the call session.

Streaming then begins once the call transitions to the agent.

# 10. Validation Checklist

Before enabling production traffic, verify the following.

## Platform

✔ Stream Applet created
✔ Correct AI Assist HTTP endpoint configured
✔ "Second leg connected" streaming enabled

## AI Assist

✔ Assistant created
✔ Streaming endpoint reachable
✔ Transcription enabled
✔ Smart replies enabled

## ECC

✔ VSIP trunk active
✔ Call routing to agent working

## Agent UI

✔ WebSocket connection established
✔ Live transcript visible
✔ Smart replies appearing in the AI Assist panel