Genesys Cloud AI voice agent integration

A Genesys Cloud Architect flow can send a caller to a ThunderPhone AI voice agent over a BYOC Cloud trunk, with the conversation id and any UUI you set. When the caller needs a person, the agent sends a SIP REFER, Genesys takes the call back with Take Back and Transfer, and the hand-off id arrives in the call's UUI.

This uses BYOC Cloud and standard Architect actions. It isn't an AppFoundry app, and ThunderPhone isn't listed on AppFoundry.

Setup guide: Connect from Genesys Cloud has the trunk settings, the Architect actions, the transfer entry and a data action for the summary.

What it does for Genesys Cloud teams

The agent becomes one step in your Architect flow. It answers, resolves what it can with its tools and knowledge, and gives the call back to Genesys when a person should take over. Because Genesys takes the call back rather than the agent dialing a new leg, the caller is routed by your own flows and queues.

Per-call context goes both ways through UUI. Your flow can pass something like account=12345 before the transfer, and the agent can use it in the conversation. On the way back, the hand-off id rides in UUI, and a data action fetches the summary and intent for the person who picks up.

How the call flows

In. Genesys answers a password challenge, so the agent gets a standard SIP endpoint with a username and password. The BYOC trunk points at sip.thunderphone.com over TLS on port 5061, with digest authentication and PCMU, PCMA or G.722. In Architect, an optional Set UUI Data action adds context, and Transfer to Number dials the endpoint's SIP address.

With Conversation Headers on, Genesys sends its conversation id in x-inin-cnv, which ThunderPhone stores as the call's external_call_id. The UUI reaches the prompt decoded, as {{sip_uui}}.

Back. The agent transfers with a REFER to an address on Genesys that routes to the right queue or flow. The hand-off id travels as hex-encoded UUI inside that address. With Take Back and Transfer on, Genesys takes the call back from the trunk and routes it. A Call Data Action on a Web Services Data Actions integration then calls ThunderPhone's hand-off lookup with the id from Call.UUIData and maps the summary and intent to flow variables.

Setup at a glance

On the external trunk, turn on Conversation Headers, UUI Passthrough (header User-To-User, encoding Hex) and Take Back and Transfer.
Create a standard SIP endpoint for the agent and put its credentials on the trunk. Add the trunk to an outbound route whose number plan covers the agent's address.
In Architect, add Set UUI Data (optional) and Transfer to Number with the endpoint's SIP address.
Add a transfer entry with your Genesys return address and the hand-off id as hex UUI inside it.
Build the data action for the hand-off lookup, then test a call end to end.

Limits and prerequisites

BYOC Cloud required, with the three trunk settings above. Conversation Headers is off by default.
UUI is the only way back. The Get SIP Headers action reads only the initial INVITE, so nothing in the agent's REFER headers reaches Architect except through UUI.
Confirm the take-back UUI. Genesys documents that incoming UUI lands in Call.UUIData, but not for a take-back. Check it on a test call.
Size. The transfer address is kept to 254 characters, so long UUI is cut to fit. The hand-off id always fits. Genesys drops all UUI when a call carries more than one UUI header.
Static trunk headers. Custom trunk headers are fixed in Genesys, so per-call values go in UUI.

Frequently asked questions

Does ThunderPhone work with Genesys Cloud BYOC?

Yes. A Genesys Cloud BYOC Cloud trunk sends calls to the agent's SIP address over TLS with digest authentication, and Architect's Transfer to Number action starts the transfer. The docs guide lists the exact trunk settings.

How does a Genesys Cloud call get back to a human agent?

The AI agent sends a SIP REFER to an address on Genesys. With Take Back and Transfer turned on, Genesys takes the call back from the trunk and routes it to that address, which can lead to the queue or flow that should take the caller.

How do Genesys agents see what the AI collected?

The hand-off id arrives in Call.UUIData. A Call Data Action looks up the hand-off by that id and maps the summary and intent to flow variables, which your flow can route on or pass to the person who takes the call.

Is this an AppFoundry app?

No. It uses Genesys Cloud features you already have, BYOC Cloud and Architect actions, plus ThunderPhone's SIP endpoints and hand-off API. ThunderPhone isn't listed on AppFoundry.

Why not use the Genesys Audio Connector?

The integration is built on BYOC Cloud so Genesys keeps control of the call and can take it back with Take Back and Transfer. ThunderPhone doesn't offer an Audio Connector integration today.