Connecting an AI phone agent to Genesys Cloud CX

Genesys Cloud CX and the AI agent

With BYOC (Bring Your Own Carrier) you connect your own SIP trunks to Genesys Cloud: BYOC Cloud, with a trunk straight into the Genesys cloud, or BYOC Premises, through an Edge on site. An external trunk can also point to an external IVR or agent, such as Tibinet's.

How the integration works

• External trunk in Genesys Cloud to the SIP address we give you, with IP authentication. We allow the signalling addresses of your Genesys region. Each address block can be at most a /24; several blocks are fine.
• Architect flow that transfers the call over that trunk to the agent number.
• The way back: the agent transfers to an agreed number that lands on a flow or queue in Genesys Cloud.

Trunk type

External trunk (BYOC Carrier or BYOC PBX)

Authentication

IP-based, on the addresses of your Genesys region

Codec

G.711 A-law (preferred) and µ-law

DTMF

RFC 4733

REFER

Optional, with Take Back and Transfer

Every setting on our side is listed on the technical details page.

What your administrator does

1. 1

   Create an external trunk

   Create an external trunk (BYOC Carrier or BYOC PBX) with our address, G.711 A-law and RFC 4733.

2. 2

   Number plan and route

   Add a number plan and a route for the agent numbers 85XX and 88XXXXX.

3. 3

   Set up the way back

   Link an inbound number or address for the return path to a flow or queue.

4. 4

   Allow REFER (optional)

   If you want to use REFER, turn on "Take Back and Transfer" on the trunk so Genesys accepts REFER from us.

5. 5

   Test

   We check the connection, you send a test call through your flow to the agent, and on request we call a transfer number with a test message.

Transferring back to Genesys

• Cold: by default with a second call to Genesys.
• REFER: with "Take Back and Transfer" turned on, Genesys can take the call back. If Genesys refuses, the platform falls back to the second call.
• Warm: the Genesys agent hears the summary and presses 1 to take the call or 2 to decline it.

Points to watch

Related contact centre platforms: NICE CXone, Five9 and Talkdesk. All platforms are listed in the integrations overview.

Genesys and Genesys Cloud are trademarks of Genesys. Tibinet is not a partner of, or affiliated with, Genesys.