Voice Automation and Agent AI Integration with Genesys Cloud CX Agent Desktop via SIP INVITE

This document contains a step-by-step process of handing over a call (via SIP INVITE) initiated from Kore Contact Center AI to Genesys Cloud CX, with Agent AI pre-installed on the Genesys Desktop.

Prerequisites

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

Kore Contact Center AI Configuration for Automation

• Create/Import App into Automation AI with specific use cases.
• Purchase a Phone Number in the Flows & Channels > Channels > Voice Gateway > Phone Numbers section, under CCAI.

• Create Start/Exit Flows in CCAI.

• Sign in to AI for Service.

• Go to Contact Center AI > Flows & Channels.

• Click Start Flows > +New Start Flow. Follow this doc to create a new flow.
  

• In Experience Flow, add a script node and add the “agentUtils.setAgentTranscribe({transcribe: true});” code.
  

• Add an Automation node or select other nodes from Flows to set up your ideal flow for the conversation.

• Add an Agent Transfer node in Experience Flow for handing over the call to Genesys agents.
  

• Publish the flow.

  • Use Test Flow to check if the call is getting connected to the right flow.

Configure Agent Transfer

1. Go to App Settings > Integrations > Agent Transfer.
   

2. Click Voice > SIP Transfer.

   SIP Transfer Method : SIP INVITE SIP Transfer URI: It should be in “sip:+12345678999@koreSmartassist.byoc.mypurecloud.com” format, where +12345678999 is a DID number created in Genesys and koreSmartassist.byoc.mypurecloud.com is theFQDN method of Genesys external trunk.

   Note

   The details of the above credentials are available in the Genesys configuration section.

   

Genesys Side Configuration for Agent Transfer (Kore to Genesys)

Step 1 – Queue

If you haven’t created an agent queue to route live agent transfers, create one and add the necessary members.

Step 2 – Architect Flow

Create an Inbound Call Flow

In this section, create a new Inbound Call Flow to transfer the inbound calls from Genesys to SmartAssist.

1. Sign in to Genesys Cloud.

2. Click Admin > Architect.
   

3. Click + Add to add a new call flow.
   

4. Enter a name and a description in the Name and Description fields.

5. Click Create Flow.
   

6. You can create the flow (Add tasks) in the Main Menu or create a Reusable Task and mark this task as set this as the starting task from the three-dot menu.

7. After the Start node, add a Get SIP Headers node in the Architect Flow.

   1. In the SIP Headers node, enter a descriptive name (optional).
   2. For SIP Header Names, select the Literal and add the following items:
      • x-conversationid
      • x-koresession-id

   3. For storing the SIP Headers Result, enter the name as “Task.koreSIPheaders”:
      

      Note

      To find any node inside the Architect, click the three vertical dots of that node and select Search Toolbox.

8. The next node is Set Participant Data node in the Architect Flow.

   1. Inside this node, give any descriptive name.
   2. Click the + button to add a new Attribute.
   3. Enter the Attribute name as koreSIPHeaders (don’t change the name; it has to be the same as mentioned here).

   Assign the value “ToString(Task.koreSIPheaders)” to the above attribute (as an Expression).

   

9. Add at least one Transfer to ACD node and point it to the queue you want to use for agents.

10. At the end of Failure, add a Disconnect node.
11. Once the flow is ready, save and publish the Architect Flow.

Step 3 – DID Numbers

You need a DID Number that is internally routable inside Genesys.

Note

This is combined with the trunk domain for the SIP Address used to INVITE the call to Genesys from the Kore Contact Center.

DID Ranges

Create a new, single-number DID Range (keep start and end as the same number) that is not a typical external number. For example, +12223334444.

For Service Provider, use Internal and add a comment on what the range is used for.

DID Assignments

Assign the number you created to the Call Route from Step-4.

• Assignee Type: Call Flow
• DID Number: Your number

Step 4 – Call Route

1. Click Admin > Call Routing.
   

2. Click the add button to create a new call route.
   

   

3. Set up a call route to map the DID Number created in Step-3 to the call flow created in Step-2.

Step 5 – Trunk

Configure a trunk that connects the Kore session border controller (SBC) for your region. To configure a trunk, use the following steps:

1. Sign in to Genesys Cloud using your Kore credentials.

2. Select Architect.
   

3. Click Admin to open the Admin console.
   

4. Either search with External Trunks or click Telephony > External Trunks.

5. Click + Create New.
6. Enter a name for the External Trunk Name field.
7. Select BYOC Carrier in the Type field.

8. Select Generic BYOC Carrier as subtype.
   

9. Select Kore Site in the Number Plan Site dropdown list.
   

10. Enter a unique name for Inbound SIP Termination Identifier.

11. The Inbound Request-URI Reference appears:
    

    Note

    You must add this FQDN Method URL (sip:+xxxxxxxxxxx@koreSmartassist.byoc.mypurecloud.com) to the Contact Center AI side Agent Transfer step.

12. In the SIP Access Control field, add the AI for Service prod voice gateway IPs. This IP address varies based on the regions:

    • US Prod:
      • 3.224.189.218
      • 35.174.41.205
    • AU Prod:
      • 54.153.137.7
      • 13.237.170.233
        

13. Click Media to expand it, and enable Recording.

14. Enable all the Optional Recording options.
15. Select Opus from the Codec dropdown list.

16. Select the Dual channel checkbox.
    

17. In the Protocol section, expand it and enable Conversation Headers.
    

18. Click Save External Trunk.
    
    

    Note

    • If Media > Recording is not enabled in the external trunk, end call summary of the Agent AI widget will be unavailable, as Kore middleware requires this setting to receive the session end event from Genesys.
    • If Protocol > Conversation Headers is not enabled, the landing summary (User-Bot conversation history and summary) and real-time transcription in the Agent AI widget will not be available.

Agent AI Integration

Add the bot

You must use the same automation bot that was used in the CCAI Automation Flow for automation.

Follow the documentation for Agent AI integration with Genesys

Follow steps 1-4 of AgentAssist Integration with Genesys - Manual Setup Instructions for the Agent AI integration.

Configuration Notes:

1. While adding the Agent AI bot credentials in step-4 of AgentAssist Integration with Genesys - Manual Setup Instructions, make sure to add the details of the bot added in the previous step.

2. In this step-4, add a new field in the Genesys data table with the following details:
   Name: isSipInviteTransferFromKore
   Data Type: String
   Value: True
   

3. Do not configure audiohook or enable audiohook monitor in the queue level.

4. Do not add the “is Audiohook Enabled” field in the data table.

Test Your Integration

Make a call to the CCAI Number, purchased as part of the previous steps. After successful Agent transfer of the call from SmartAssist to Genesys, the signed in Genesys agent can accept incoming calls.

1. Accept the call in Genesys by clicking the Answer button.
   

2. Click the available Tools section, and from there select the interaction widget which you configured in the earlier steps..
   

3. The Agent AI widget renders on the right side of the Genesys Agent desktop.
   

4. Click the Transcript tab to see the user-bot conversation history and a summary of the same. This tab also displays the real-time transcripts between the live agent and user.
   

Check the Interaction Details in CCAI Interaction

You can view all interaction details between the user and bot during the call and the conversation between the user and live agent after agent transfer in the CCAI dashboard.

1. Go to CCAI > Analytics.
2. Click Contact Center > Interactions.
3. Click the interaction you want to view.
   

Send Feedback