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Added in 2026.15 (beta)
This feature is in beta. We encourage you to try it out and provide us with feedback.
The Genesys Audio Connector feature allows Genesys Cloud customers to continue using Cognigy’s conversational AI without relying on SIP calling. This feature connects Genesys Cloud audio to Voice Gateway through the Genesys AudioHook Protocol over WebSocket. Genesys remains in control of the call, while Voice Gateway handles audio streaming and runs the conversational AI. The connection is secured using a unique API key. Key advantages include:
  • Continuity for Genesys customers. Customers can keep their existing Cognigy.AI and Voice Gateway integration if SIP calling is no longer available in Genesys Cloud.
  • Minimal setup. The connector uses a predefined carrier template in the Voice Gateway interface. Required settings are preconfigured, reducing the setup steps compared to a standard carrier.

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Prerequisites

  • Access to a Genesys Cloud instance with admin permissions.
  • A Genesys Organization ID from Admin > Account Settings > Organization Settings > Advanced in Genesys Cloud.
  • A telephone number configured in Telephony > Phone Numbers in Genesys Cloud.
  • The Genesys Audio Connector feature enabled for your Voice Gateway instance.

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Restrictions

Because Genesys Cloud controls the call, Voice Gateway only supports sending and receiving audio. Other features aren’t supported or have limited support:
  • Transfer calls — limited support through refer transfer. dial transfer isn’t supported because Genesys Cloud doesn’t allow Voice Gateway to initiate outbound calls.
  • Hang up calls — handled by the flow in Genesys Cloud.
  • Agent Copilot — not supported because it requires dial capabilities unavailable with this integration.

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How to Use

To use the Genesys Audio Connector, configure a carrier in Voice Gateway, create the Audio Connector integration in Genesys Cloud, and set up a call flow in Architect. Then assign a phone number and test the connection.

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How to Set Up

  1. Go to Carrier, click + Create carrier.
  2. On the Add a carrier page, select Genesys Audio Connector from the list of predefined carrier connectors.
  3. Make sure the carrier is set to active.
  4. Under Used By, select either all accounts or a specific account.
  5. Click Save.
  1. Go to Audio Connectors, select Genesys from the Type list, and select the account the connector belongs to.
  2. Click Add Audio Connector Integration.
  3. Configure the following fields:
    • Name — enter a descriptive name for the integration. If your Genesys organization has multiple integrations for different teams, environments, or use cases, choose a name that is easy to identify.
    • VoIP Carrier — select the Genesys Audio Connector carrier you created previously. Only Genesys Audio Connector carriers are available. The integration routes SIP traffic through this carrier, and any phone numbers in the same account must also use it.
    • Organization ID — enter the UUID assigned to your Genesys organization. See Prerequisites for details.
  4. Click Save.
  5. In the Integration created window, go to Integrations > Audio Connector, and copy the API Key and Client Secret. These values are shown once. Copy them immediately and save them for later use in Genesys Cloud.
  6. Click Done.
  1. In the upper-left corner, click Menu.
  2. Select IT and Integrations > Integrations.
  3. On the Integrations page, click Add Integration in the upper-right corner.
  4. On the Add Integration page, install the Audio Connector.
  5. On the Configuration tab, enter the Base Connection URI in this format:
    For example, if your Voice Gateway environment is trial, the URI is:
  6. Click Save & Activate.
  7. On the Audio Connector Credentials card, click Configure.
  8. In the Configure Credentials window, paste the API Key and Client Secret you copied from Voice Gateway.
  9. Click Confirm, then Save & Activate.
  1. In the navigation menu, go to Orchestration > Architect.
  2. Create an Inbound Call flow by clicking + Add in the upper-left corner.
  3. Enter a Name for the flow. You’ll need this name later when routing a phone number to it.
  4. Click Create Flow.
  5. In the flow’s starting menu, go to Main Menu. Next to Main Menu, click the three dots > Toolbox > Task > Task.
  6. Under Menu Access, go to the Speech Recognition field and enter the DTMF input. Each menu choice needs a DTMF or speech recognition term for each supported language. For example, 1 or one.
  7. In the Toolbox menu, go to Bot, then drag the Call Audio Connector action into the flow editor. This action routes the call to Voice Gateway when the caller selects the relevant menu option.
  8. In the Call Audio Connector action’s configuration, configure the following fields:
    • Integration settings — select the integration you created previously.
    • Connector ID — enter any unique string. This value is used to identify the call in Voice Gateway logs and reports.
  9. Click Validate, then save changes.
  10. (Optional) Below the Success branch, add a Transfer to Number action, and enter the Flow.vgTransferTarget variable in the Number field.
  1. Go to Telephony > Phone Numbers and select a number.
  2. On the Call Route page, enter the flow name that you created previously in the Route to field, or verify that it is already routed to the correct flow.

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How to Test

  1. In the Voice Gateway Self-Service portal, assign the phone number to the carrier and application.
  2. Route the phone number to a voice Flow in Cognigy.AI to confirm the setup works end to end without affecting live traffic.
  1. Dial the phone number routed to your inbound call flow.
  2. Confirm the Main Menu prompt plays and responds to your DTMF or speech input.
  3. Confirm the call is handed off through the Call Audio Connector action and that the Cognigy.AI voice Flow starts as expected.

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More Information

Last modified on July 22, 2026