Genesys Cloud Integration
Dialgen supports integration with Genesys Cloud’s Audio Connector for seamless bi-directional audio streaming. This integration enables you to connect Dialgen’s AI agents with Genesys Cloud’s contact center infrastructure.Supported Features
Bi-directional Audio
Real-time audio exchange between Genesys Cloud and Dialgen AI agents
Intelligent Routing
Automatic call routing to appropriate agents via AgentID
Metadata Exchange
Support for ANI, DNIS, conversation ID, and custom metadata
Error Handling
Graceful error handling and fallback mechanisms
Integration Status
The Genesys Audio Connector integration is currently in active development and deployment phase.How It Works
When Genesys Cloud initiates an audio stream through the Audio Connector:- Authentication - Your Genesys environment connects using provided credentials
- Agent Routing - Calls are routed to the specified Dialgen agent
- Audio Processing - The AI agent processes the incoming audio in real-time
- Response Streaming - Processed audio is streamed back to Genesys Cloud
Key Components
| Component | Description |
|---|---|
| ConnectorID | Unique identifier assigned by Genesys for your integration |
| AgentID | Your Dialgen agent identifier for call routing |
| WSS Endpoint | WebSocket endpoint for real-time audio streaming |
| API Credentials | Authentication credentials for secure connection |
Getting Started
To set up Genesys Audio Connector integration, you’ll need:- A Genesys Cloud account with Audio Connector enabled
- Configured Dialgen agents ready for integration
- Technical team access for credential exchange and setup
For Detailed Information
For comprehensive integration details, including:- Architecture documentation
- Configuration guidelines
- Implementation steps
- Testing procedures
- Troubleshooting guides
- 📧 Email: [team@dialgen.ai]
- 💬 Slack: #dialgen-support
- 📞 Support: [support-contact]
Frequently Asked Questions
What audio formats are supported?
What audio formats are supported?
PCM/G.711 @ 8000 Hz (mono) - Standard Genesys Audio Connector format with configurable options for advanced use cases.
What is the maximum call duration?
What is the maximum call duration?
Configurable per agent, with a default of 600 seconds (10 minutes) per call.
How are calls authenticated?
How are calls authenticated?
Calls are authenticated using API credentials (Key + Secret) provided during setup, with additional ConnectorID validation.
What happens if the agent is unavailable?
What happens if the agent is unavailable?
Can I use multiple agents?
Can I use multiple agents?
Yes, you can configure multiple agents for different use cases and route calls accordingly via AgentID.
Next Steps
Ready to integrate? Contact the Dialgen team to:- Verify your Genesys Cloud setup
- Exchange authentication credentials securely
- Configure your agents for integration
- Begin testing and deployment
Last Updated: February 18, 2026
Status: Documentation
Next Phase: Production Deployment