Ctrlk
For the complete documentation index, see llms.txt. This page is also available as Markdown.

Duplicate-Genesys Cloud Audio Connector Integration

Overview

The Genesys Cloud Audio Connector Integration enables iX Hello VNext to operate as a third-party voice bot within Genesys Cloud using the Genesys Audio Connector (AudioHook Protocol v2).

This integration replaces the previously planned SIP/BYOC trunking architecture and eliminates the need for SIP endpoints, RTP media handling, and transfer node configurations. Instead, VNext operates as a secure WebSocket (WSS) server, allowing Genesys Cloud to stream audio directly to VNext for real-time conversational processing.

Key Benefits

  • Simplified Infrastructure

    • Removes the need for SIP trunks, BYOC configuration, and RTP media management.

    • Reduces deployment and maintenance complexity.

  • Enhanced Reliability

    • Uses secure bidirectional WebSocket communication over port 443.

    • Simplifies firewall and network configuration.

  • Seamless Agent Handoff

    • Genesys Architect continues to control the overall call flow.

    • VNext manages only the bot interaction and returns conversation outcomes to Architect for agent routing.

  • Native Context Sharing

    • Customer and call context are exchanged through AudioHook session variables.

    • Eliminates manual parsing of SIP UUI headers.

How the Integration Works

High-Level Call Flow

  • A customer call enters a Genesys Architect flow.

  • Architect invokes the Call Audio Connector action.

  • Genesys establishes a secure WebSocket connection with VNext.

  • Audio is streamed bi-directionally between Genesys and VNext.

  • VNext processes the conversation using:

    • Speech-to-Text (STT)

    • Natural Language Understanding (NLU)

    • Text-to-Speech (TTS)

  • VNext captures customer intent and relevant business information.

  • When the conversation ends, VNext returns the configured output variables to Genesys.

  • Architect resumes execution and routes the call to the appropriate agent queue or workflow.

Administrator Guide

Configure a Genesys Audio Connector Connection

Step 1: Create and Publish the Voice Bot

  1. Log in to the iX Hello V2 platform.

  2. Create a new Voice Bot or open an existing bot.

  3. Configure:

    • Speech-to-Text (STT)

    • Dialog Flow

    • Text-to-Speech (TTS)

  4. Test the conversation flow.

  5. Publish the bot.

  6. Note the WebSocket endpoint details provided for the deployment.

Step 2: Configure AudioHook in Genesys

  1. Sign in to Genesys Cloud as an administrator.

  1. Navigate to the AudioHook or integration configuration section.

  2. Create a new AudioHook integration.

  3. Enter the iX Hello V2 WebSocket endpoint.

  4. Configure:

    • Connection settings

    • Audio streaming parameters

    • Security and authentication details (if applicable)

  5. Save the configuration.

Step 3: Create a Call Flow in Genesys Architect

  1. Open Genesys Architect.

  2. Create a new inbound call flow or edit an existing flow.

  3. Add the required call routing logic.

  4. Configure the call flow to invoke the AudioHook integration.

  5. Associate the AudioHook connection with the desired routing path.

  6. Save and publish the flow.

Step 4: Configure Bot-to-Agent Transfer

  1. Design escalation logic in the iX Hello V2 bot.

  2. Define scenarios requiring agent transfer, such as:

    • Complex requests

    • Customer escalation requests

    • Authentication failures

    • Unsupported intents

  3. Configure the Transfer Node within the bot flow.

  4. Ensure transfer metadata is generated before escalation.

Step 5: Configure Conversation Summary

  1. Add a Flow Summary node in the bot flow.

  2. Define a summary prompt for capturing conversation details.

  3. Configure the session variable to store the generated summary.

  4. Validate that the summary is generated before call transfer.

Example Summary Prompt

Plain Text1Generate a concise summary of the customer interaction including:2- Reason for contact3- Account details gathered4- Actions performed5- Outstanding issues6- Suggested next stepsShow more lines

Step 6: Configure UUI Data

User-to-User Information (UUI) is used to transfer interaction context back to Genesys.

Configure the bot to generate and pass information such as:

  • Customer ID

  • Account Number

  • Case Number

  • Intent

  • Interaction Summary

  • Session Variables

Example UUI Payload

Plain Text1CustomerID=1001232AccountNumber=ABC4567893Intent=BillingSupport4Summary=Customer reported duplicate charges and requires specialist assistance.Show more lines

Step 7: Configure Agent Desktop Display

Ensure the Genesys agent interface is configured to display transferred data such as:

  • Customer identification details

  • Account information

  • Conversation summary

  • Bot-collected context

This enables agents to continue the conversation without asking customers to repeat information.

Step 8: Publish and Test

  1. Publish the Genesys call flow.

  2. Place a test call.

  3. Verify:

    • Audio is streamed successfully.

    • Bot responses are received.

    • Summary generation is working.

    • Transfer requests are successful.

    • UUI information reaches the agent.

  4. Validate end-to-end customer experience.

Conversation Context Transfer

What Information Can Be Passed?

Context Type
Purpose

Account Number

Identify customer account

Customer ID

Link customer records

Intent

Explain reason for contact

Summary

Provide interaction overview

Session Variables

Share collected information

Case Reference

Associate existing cases

Flow Designer Guide

Flow designers can define how information is exchanged between Genesys and VNext during a conversation.

Input Variable Mapping

Input mapping allows Genesys call context to be injected into VNext flow variables.

Supported Standard Fields

AudioHook Field
Description

ANI

Caller phone number

DNIS

Dialed number

conversationId

Unique Genesys conversation identifier

Custom Variables

Architect variables can also be mapped to flow variables, such as:

  • Customer Account Number

  • Product Information

  • Case ID

  • Customer Segment

  • Language Preference

Example

Genesys Variable
VNext Variable

accountNumber

{{account_id}}

customerType

{{customer_type}}

preferredLanguage

{{language}}

Output Variable Mapping

Output mapping determines which VNext variables should be returned to Genesys when the conversation ends.

Common Output Variables

VNext Variable
Purpose

{{intent}}

Customer's identified intent

{{account_id}}

Account reference

{{summary}}

AI-generated conversation summary

{{resolution_status}}

Conversation outcome

Example

Returned Value
Usage in Architect

intent

Queue routing decision

summary

Agent screen-pop

account_id

CRM lookup

resolution_status

Workflow disposition

Bot Conversation Lifecycle

  • Architect initiates the Audio Connector session.

  • VNext conducts the customer conversation.

  • Flow logic collects customer information and determines intent.

  • VNext generates a conversation summary.

  • The Disconnect Event is triggered when the interaction ends.

  • Mapped output variables are returned to Genesys.

  • Architect resumes the flow and executes the next action.

Genesys Architect Guide

After the Call Audio Connector action completes, Architect automatically resumes execution.

Typical Post-Bot Processing

Step 1: Read Returned Variables

Architect receives values such as:

  • intent

  • summary

  • account_id

  • resolution_status

Step 2: Set Participant Attributes

Use the returned values to populate participant attributes and downstream systems.

Step 3: Route the Call

Based on the identified intent or disposition:

  • Transfer to the appropriate queue

  • Route to a specialized agent

  • Continue self-service workflows

  • End the interaction if fully resolved

Security and Authentication

The integration supports multiple layers of security.

API Key Authentication

Each incoming connection can be validated using an API key configured in VNext.

HMAC Signature Validation

Requests can also be authenticated using HMAC signatures generated with a shared client secret.

Organization-Level Access Control

Administrators can explicitly allow traffic only from approved Genesys Organization IDs.

Security Benefits

  • Prevents unauthorized access

  • Protects customer conversations

  • Ensures secure communication between platforms

  • Supports enterprise compliance requirements

Data Privacy and Compliance

PII Redaction

Before conversation data is returned to Genesys:

  • VNext generates an AI-powered conversation summary.

  • The summary is processed through the VNext PII Redaction Service.

  • Sensitive customer information is removed or masked.

  • The sanitized summary is sent back to Genesys.

This helps protect customer privacy while still providing agents with useful conversation context.

Technical Considerations

Audio Streaming

The integration supports:

  • Real-time bidirectional audio streaming

  • PCMU 8kHz audio format

  • AudioHook Protocol Version 2

Supported Processing Flow

  • Customer Speech

    • The customer speaks during the call.

    • Genesys streams the audio to iX Hello VNext through the Audio Connector.

  • Speech-to-Text (STT)

    • Incoming audio is converted into text.

    • The transcribed text becomes the input for conversational processing.

  • Natural Language Understanding (NLU)

    • VNext analyzes the transcribed text.

    • Customer intent, entities, and contextual information are identified.

  • Flow Execution

    • The configured VNext flow executes the appropriate business logic.

    • Actions may include validating customer information, retrieving data, invoking integrations, or determining the next conversational step.

  • Text-to-Speech (TTS)

    • The bot's response is converted from text into speech.

    • Natural-sounding audio is generated for the customer.

  • Response to Customer

    • The generated audio is streamed back to Genesys.

    • The customer hears the response in real time, creating a seamless voice interaction.

Session Data Exchange

Unlike SIP-based integrations, session information is exchanged through AudioHook JSON payloads.

Benefits

  • No SIP UUI dependency

  • No 256-character UUI limitation

  • Structured JSON data exchange

  • Easier context management

Note: Although larger data payloads are supported, concise summaries are recommended to improve agent usability and readability.

Summary Model Selection

Flow designers can select the LLM used to generate AI conversation summaries.

Examples include:

  • GPT-4o-mini

  • Other supported models available within VNext

This allows organizations to optimize:

  • Cost

  • Performance

  • Summary quality

Troubleshooting

Connection Fails

Verify:

  • WSS endpoint URL is correct

  • API key is configured properly

  • HMAC client secret matches

  • Genesys Organization ID is authorized

Variables Not Appearing in VNext

Verify:

  • Input mappings are configured correctly

  • Variable names match the Architect configuration

  • Required session variables are being sent from Architect

Variables Not Returned to Genesys

Verify:

  • Output mappings are configured

  • Variables contain valid values at disconnect

  • Architect is expecting the returned attributes

Audio Quality Issues

Verify:

  • Stable network connectivity

  • Correct PCMU 8kHz audio format

  • WebSocket connectivity over port 443

  • Service health of STT and TTS providers

Conclusion

The Genesys Cloud Audio Connector integration provides a modern, scalable, and secure approach for connecting iX Hello VNext voice bots with Genesys Cloud. By leveraging the AudioHook protocol and WebSocket-based audio streaming, organizations can simplify infrastructure, improve reliability, securely exchange customer context, and deliver seamless transitions between automated and human-assisted experiences. This architecture enables VNext to focus on intelligent conversational engagement while Genesys continues to orchestrate call routing and agent experiences.

Last updated

Was this helpful?