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Back to Integrations List Step-by-step guide to hand over a call via SIP INVITE from Contact Center AI to Genesys Cloud CX, with Agent AI running on the Genesys Desktop.

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Prerequisites

  • Contact Center AI, Automation AI, and Agent AI accounts with administrator access.
  • Genesys Cloud CX account with admin role.
  • Familiarity with creating Architect flows and External Trunks in Genesys.

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Contact Center AI Configuration

  1. Sign in to AI for Service.
  2. Go to Contact Center AI > Flows & Channels.
  3. Click Start Flows > + New Start Flow. See Create Flows. New Start Flow
  4. In the Experience Flow, add a Script Node with the following code: 
    agentUtils.setAgentTranscribe({ transcribe: true });
    Experience Flow
  5. Add an Automation node or other flow nodes for the conversation.
  6. Add an Agent Transfer node to hand over the call to Genesys agents. Add Node in Experience Flow
  7. Publish the flow. Use Test Flow to verify the call connects to the correct flow.

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Configure Agent Transfer

  1. Go to App Settings > Integrations > Agent Transfer. Integrations Agent Transfer
  2. Click Voice > SIP Transfer and configure:
    SettingValue
    SIP Transfer MethodSIP INVITE
    SIP Transfer URIsip:+<DID>@koreSmartassist.byoc.mypurecloud.com where <DID> is a DID number created in Genesys and the domain is the FQDN from the Genesys external trunk.
    SIP Transfer
Using SIP INVITE, you can pass SIP headers to Genesys. Header keys must not contain spaces. Genesys supports reading up to 10 SIP headers via the Get SIP Header node in Architect. See the Genesys configuration section for trunk FQDN details.

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Genesys Configuration

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Step 1 – Queue

Create an agent queue and add the necessary members for routing live agent transfers.

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Step 2 – Architect Flow

Create an Inbound Call Flow to handle calls transferred from CCAI.
  1. Sign in to Genesys Cloud.
  2. Go to Admin > Architect. Admin Architect
  3. Click + Add to create a new call flow. Add New Call Flow
  4. Enter a Name and Description, then click Create Flow.
  5. Create tasks in the Main Menu or create a Reusable Task (mark as starting task from the three-dot menu).
  6. After the Start node, add a Get SIP Headers node:
    • SIP Header Names (Literal): x-conversationid, x-koresession-id
    • SIP Headers Result: Task.koreSIPheaders
    Store SIP Headers Result
    To find any node in Architect, click the three vertical dots on that node and select Search Toolbox.
  7. Add a Set Participant Data node:
    • Attribute name: koreSIPHeaders (must be exact)
    • Value (Expression): ToString(Task.koreSIPheaders)
    Assign Value as Expression
  8. Add at least one Transfer to ACD node pointing to the agent queue.
  9. Add a Disconnect node on the Failure path.
  10. Save and publish the flow.
    You can also extract and inspect all available SIP headers.
    SIP Headers

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Step 3 – DID Numbers

Create a single-number DID Range (start and end set to the same number, for example +12223334444) for internal routing inside Genesys.
This DID, combined with the trunk domain, forms the SIP Address used to INVITE the call from Kore Contact Center to Genesys.
DID Range
  • Service Provider: Internal
  • Add a comment describing the range’s purpose.
DID Assignment: Assign the number to the Call Route in Step 4.
  • Assignee Type: Call Flow
  • DID Number: Your number

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Step 4 – Call Route

  1. Go to Admin > Call Routing.
  2. Click Add to create a new call route. Add New Call Route Create Call Route
  3. Map the DID number (Step 3) to the call flow (Step 2).

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Step 5 – Trunk

Configure an external trunk connecting to the session border controller (SBC) for your region.
  1. Sign in to Genesys Cloud.
  2. Go to Admin > Telephony > External Trunks (or search “External Trunks”).
  3. Click + Create New and configure:
    SettingValue
    External Trunk NameYour name
    TypeBYOC Carrier
    SubtypeGeneric BYOC Carrier
    Create External Trunk
  4. Select Kore Site in the Number Plan Site dropdown. Number Plan Site
  5. Enter a unique name for Inbound SIP Termination Identifier.
  6. The Inbound Request-URI Reference is auto-generated: Inbound Request URI Reference
    Add this FQDN Method URL (for example, sip:+xxxxxxxxxxx@koreSmartassist.byoc.mypurecloud.com) to the SIP Transfer URI field in the Agent Transfer configuration on the Contact Center AI side.
  7. In SIP Access Control, add the AI for Service voice gateway IPs:
    RegionIP Addresses
    US Prod3.224.189.218, 35.174.41.205
    AU Prod54.153.137.7, 13.237.170.233
    SIP Access Control
  8. Expand Media and enable Recording. Enable all Optional Recording options.
  9. Set Codec to Opus and select Dual channel. Dual Channel
  10. Expand Protocol and enable Conversation Headers. Protocol Conversation Headers
  11. Click Save External Trunk. Save External Trunk
  • If Media > Recording is not enabled, the end call summary in the Agent AI widget is unavailable. The middleware requires this setting to receive the session end event from Genesys.
  • If Protocol > Conversation Headers is not enabled, the landing summary and real-time transcription in the Agent AI widget are unavailable.

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Agent AI Integration

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Add the Bot

Use the same automation bot used in the CCAI Automation Flow. Web Mobile Client

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Integrate Agent AI with Genesys

Follow Agent AI Integration with Genesys Cloud CX. Configuration notes:
  1. When adding Agent AI bot credentials, use the bot added in the step above.
  2. Add a new field in the Genesys data table:
    FieldValue
    NameisSipInviteTransferFromKore
    Data TypeString
    ValueTrue
    Genesys Data Table
  3. Do not configure audiohook or enable audiohook monitor at the queue level.
  4. Do not add the isAudiohookEnabled field in the data table.

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Test the Integration

Call the CCAI number purchased during setup. After a successful agent transfer, the signed-in Genesys agent can accept the incoming call.
  1. Click Answer in Genesys. Accept Call in Genesys
  2. Open the Tools section and select the interaction widget configured during setup. Available Tools
  3. The Agent AI widget appears on the right side of the Genesys Agent Desktop. Agent AI Widget
  4. Click the Transcript tab to view user-bot conversation history, a summary, and real-time transcripts. Transcript Tab

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View Interaction Details in CCAI

  1. Go to CCAI > Analytics > Contact Center > Interactions.
  2. Click the interaction to view. Interaction to View
The dashboard shows all interaction details between the user and the bot, plus the conversation between the user and the live agent after the agent transfer.