> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dialgen.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Genesys Cloud Integration

> Connect Dialgen with Genesys Cloud's Audio Connector for bi-directional audio streaming

## 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

<CardGroup cols={2}>
  <Card title="Bi-directional Audio" icon="arrow-right-arrow-left">
    Real-time audio exchange between Genesys Cloud and Dialgen AI agents
  </Card>

  <Card title="Intelligent Routing" icon="compass">
    Automatic call routing to appropriate agents via AgentID
  </Card>

  <Card title="Metadata Exchange" icon="tag">
    Support for ANI, DNIS, conversation ID, and custom metadata
  </Card>

  <Card title="Error Handling" icon="shield-check">
    Graceful error handling and fallback mechanisms
  </Card>
</CardGroup>

### 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:

1. **Authentication** - Your Genesys environment connects using provided credentials
2. **Agent Routing** - Calls are routed to the specified Dialgen agent
3. **Audio Processing** - The AI agent processes the incoming audio in real-time
4. **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

**Please contact the Dialgen team:**

* 📧 Email: \[[team@dialgen.ai](mailto:team@dialgen.ai)]
* 💬 Slack: #dialgen-support
* 📞 Support: \[support-contact]

### Frequently Asked Questions

<Accordion title="What audio formats are supported?">
  PCM/G.711 @ 8000 Hz (mono) - Standard Genesys Audio Connector format with configurable options for advanced use cases.
</Accordion>

<Accordion title="What is the maximum call duration?">
  Configurable per agent, with a default of 600 seconds (10 minutes) per call.
</Accordion>

<Accordion title="How are calls authenticated?">
  Calls are authenticated using API credentials (Key + Secret) provided during setup, with additional ConnectorID validation.
</Accordion>

<Accordion title="What happens if the agent is unavailable?">
  Fallback mechanisms are in place to handle agent unavailability and ensure graceful error handling back to Genesys.
</Accordion>

<Accordion title="Can I use multiple agents?">
  Yes, you can configure multiple agents for different use cases and route calls accordingly via AgentID.
</Accordion>

### Next Steps

Ready to integrate? Contact the Dialgen team to:

1. Verify your Genesys Cloud setup
2. Exchange authentication credentials securely
3. Configure your agents for integration
4. Begin testing and deployment

***

**Last Updated:** February 18, 2026\
**Status:** Documentation\
**Next Phase:** Production Deployment