Genesys Audio Connector

Back to messaging or digital channels

Create a project-owned Genesys Audio Connector connection, choose a Voice mode, configure that mode’s speech settings, wire the connection into Genesys Architect, and validate live audio before enabling traffic.

Voice mode can’t be changed after the connection is created. Choose Pipeline for independent speech-to-text, LLM, and text-to-speech providers, or Realtime for a single speech-to-speech (S2S) model with lower latency. If you need the other architecture later, create a new connection.

Where setup happens

Setup moves back and forth between Genesys Cloud and Studio. Here’s where each step happens:

Step	Where
Prepare Genesys Cloud and authentication	Genesys Cloud
Create the connection in Studio	Studio
Configure the connection	Studio
Wire the Genesys Architect flow	Genesys Cloud
Run live validation before enabling traffic	Studio + Genesys Cloud

Prepare Genesys Cloud and authentication

1. Select the owning Genesys region and organization

   Sign in to the regional Genesys Cloud organization that owns the voice deployment. Studio uses this region to select the matching Genesys API host.

2. Identify the voice deployment

   In Genesys Cloud Admin, identify the voice deployment associated with the intended Architect flow and copy its Voice Deployment ID.

3. Generate a project API key

   Generate a project-specific Audio Connector API key for this connection. Configure the matching value in Genesys when you wire the Architect flow.

4. Keep environments and credentials separate

   Use separate API keys, voice deployments, and connections for development and production. Never share one connection’s credentials across environments.

Create the connection in Studio

To configure a Genesys Audio Connector channel, go to Deployments -> Channels -> VOICE -> Genesys Audio Connector -> + New and complete the following steps in order.

1. Enter a Display Name

   Give the connection a label, for example Genesys Audio Connector Production.

2. Enter the Genesys Organization ID and Allowed Region

   Enter the exact Genesys Organization ID and select the region that owns it, for example US East (N. Virginia). A mismatched region can make valid credentials appear unavailable.

3. Enter the Voice Deployment ID

   Paste the voice deployment ID associated with the intended Architect flow.

4. Choose the Voice mode

   Select Pipeline or Realtime. This choice is permanent for the connection - see the note above.

5. Set the Activation Mode

   Start in Diagnostics only so the Testing tab can collect evidence without treating the setup as production-ready. Switch to Enabled only after validation passes.

6. Enter the API Key and optional Webhook Signature Secret

   Enter the project-specific Audio Connector API key. Webhook Signature Secret is optional at creation - set it when Genesys is configured to sign outbound requests.

7. Set Max Session Seconds

   Set the maximum duration for a single voice session, in seconds (default: 1800).

8. Complete common connection settings

   Field	Description
   Environment	Select an environment to follow its active deployment, or leave the default to use the working copy.
   Provider Verification Strength	Weak is the default. Choose Strong only for channels or providers whose identity assertions you trust for stronger continuity and linking decisions.
   Initial Status	Active connections can be used immediately. Inactive connections stay saved but disabled until you activate them.

9. Create the connection

   Select Create. The next step - configuring speech settings for your chosen Voice mode - happens after creation, on the connection’s Configuration tab.

Connection fields reference

Field	Description
Display Name	A label for the connection.
Genesys Organization ID	Your Genesys Cloud organization identifier.
Allowed Region	The Genesys region this connection is scoped to.
Voice Deployment ID	The voice deployment associated with the intended Architect flow.
Voice mode	Pipeline (independent STT/LLM/TTS providers) or Realtime (single S2S model). Permanent after creation.
Activation Mode	Diagnostics only (default, safe - setup and validation, no production traffic), Enabled (processes live calls), or Disabled.
API Key	A project-specific Audio Connector API key.
Webhook Signature Secret	Optional at creation. Configure the identical value in Genesys when signed HTTP signaling is enabled. Referred to as HTTP Message Signature Secret later, on the Credentials tab - same value, different label.
Max Session Seconds	Maximum duration for a single voice session, in seconds. Default: 1800.

Configure the connection

After creation, open the connection and go to its Configuration tab to set up speech behavior for the Voice mode you chose.

Pipeline mode

1. Configure Speech Recognition

   Field	Description
   Provider	The speech-to-text credential set to use, for example Deepgram Speech Credentials.
   Language	The recognition language, for example Multilingual.
   STT Model	The recognition model, for example Nova 3 (latest, most accurate).
   Minimum STT confidence	Reject transcripts below this confidence (0–1) and treat them as no-input. 0 disables the gate. Provider-relative - calibrate per channel.
   Custom vocabulary	Domain-specific terms to bias recognition toward. Select Add phrase and set a Phrase (for example ACME, policy number) and optional Boost. Deepgram Nova-3 and Flux use keyterm prompting and ignore boost; older Deepgram models use keyword intensifiers.

2. Configure Speech Synthesis

   Optionally enable A different voice per language to give each language its own voice instead of one voice for every caller. Then set:

   Field	Description
   Provider	The text-to-speech credential set to use, for example ElevenLabs (TTS) Credentials.
   Language	The synthesis language, for example Arabic.
   Voice	The voice used for synthesized speech.
   TTS Model	The synthesis model, for example Eleven Multilingual v2.

   If you selected an ElevenLabs voice, an ElevenLabs Voice Settings panel lets you override Speed, Stability, Similarity boost, Style exaggeration, and Speaker boost for this connection, plus a Preview Voice field to hear the configured voice before saving.
3. Configure Conversation Controls

   Field	Description
   Barge-in	Allow the caller to interrupt the agent while it is speaking.
   Speech Timeout (ms)	The time the agent waits for caller speech before it times out, for example 3000.
   Welcome Message	The opening prompt the agent speaks, such as Hello! How can I help you today?.
   Noise isolation	Apply server-side noise reduction to inbound call audio to filter out background voices and ambient noise.

4. Configure the Transfer Queue

   Field	Description
   Transfer Queue Header Key	SIP transfer header name that carries the queue, for example X-Queue. Must match what Genesys expects. Required for escalate-to-human.
   Transfer Queue Name	The Genesys queue used when the agent transfers a caller to a human, for example Kore Inbound. Must match a queue configured in Genesys.

5. Save your changes

   Select Save Changes.

Realtime mode

Under Realtime LLM Voice Settings, select an S2S Provider. Only the panel for the selected provider applies to this connection.

Grok Realtime (S2S)

Field	Description
Model	The Grok Realtime model, for example grok-voice-latest (recommended).
Voice	The synthesized voice, for example Ara (default).
Temperature	Response creativity, from 0.0 (Focused) to 2.0 (Creative). Default: 1.
Threshold	Turn-detection sensitivity, from 0.0 (Sensitive) to 1.0 (Conservative). Default: 0.5.
Silence Duration (ms)	Quiet time before the caller turn is treated as complete. Default: 500.
Prefix Padding (ms)	Audio kept before detected speech so the start of the caller’s utterance is preserved. Default: 300.

The xAI Grok Realtime API provides low-latency voice conversations with function calling support.

Google Gemini Live (S2S)

Field	Description
Model	The Gemini Live model, for example Gemini 3.1 Flash Live (Latest).
Voice	The synthesized voice, for example Puck - Upbeat.
Pending tool fillers	Allow Gemini Live to acknowledge long-running project tools while the original tool call remains pending.
Temperature	Response creativity, from 0.0 (Deterministic) to 2.0 (Creative). Default: 1.

Under Voice Activity Detection - controls when Gemini starts listening to a caller turn and how long it waits before closing that turn:

Field	Description
Start Sensitivity	Higher detects speech sooner but may trigger on noise; lower waits for a stronger speech signal. Default: Default.
End Sensitivity	Higher ends turns sooner for lower latency; lower allows longer pauses before Gemini responds. Default: Default.
Silence Duration (ms)	Milliseconds of non-speech before Gemini closes the caller turn. Increase to allow pauses; decrease for faster responses. Default: 100.
Prefix Padding (ms)	Milliseconds of detected speech required before Gemini commits a speech start. Lower values catch shorter utterances but can increase false starts. Default: 20.

Google Gemini Live provides multimodal voice conversations with low latency.

OpenAI Realtime (S2S)

Field	Description
Model	The OpenAI Realtime model, for example gpt-realtime-1.5 (recommended).
Voice	The synthesized voice, for example Marin (recommended).

Under Turn Detection - tunes how OpenAI detects speech starts and decides when the caller has finished speaking:

Field	Description
Speech detection sensitivity	Lower values pick up quieter speech; higher values reduce background-noise triggers. Default: 0.5.
Silence Duration (ms)	Quiet time before OpenAI treats the caller turn as complete. Default: 700.
Prefix Padding (ms)	Audio kept before detected speech so the beginning of the caller utterance is preserved. Default: 300.

The OpenAI Realtime API provides low-latency voice conversations with function calling support.

The following fields apply regardless of which S2S provider you select:

Field	Description
Noise isolation	Apply server-side noise reduction to inbound call audio to filter out background voices and ambient noise.
Transfer Queue Header Key	SIP transfer header name that carries the queue, for example X-Queue. Must match what Genesys expects. Required for escalate-to-human.
Transfer Queue Name	The Genesys queue used when the agent transfers a caller to a human, for example Kore Inbound. Must match a queue configured in Genesys.

Select Save Changes.

Wire the Genesys Architect flow

1. Copy the AudioHook Callback URL

   Open the connection’s Testing tab and copy the AudioHook Callback URL - a wss:// URL with an embedded connection ID, for example wss://korevg-np.audiosocket.kore.ai/audiosocket/genesysconnect/<connection-id>. Preserve the full URL and connection ID; do not substitute a generic Runtime WebSocket.

2. Configure an Audio Connector action

   In the intended Architect flow, add or update the Audio Connector action and paste the callback and API key into the corresponding integration fields.

3. Use the supported audio framing

   Keep the configured PCMU framing, sample rate, channel count, and media direction aligned with the platform contract. Transcoding or buffering at an intermediate proxy adds latency and can corrupt audio.

4. Map completion and disconnect variables

   Capture normal completion, caller hangup, gateway error, and fallback outcomes so Architect can continue or exit the flow deterministically.

Run live validation before enabling traffic

1. Place an isolated sandbox call

   Use a dedicated Architect test flow and test number. Confirm session creation, greeting playback, caller speech, agent response, barge-in, and clean hangup.

2. Validate media and backpressure

   Confirm PCMU framing, bidirectional audio, queue behavior, packet loss, and disconnect variables under normal speech, silence, interruption, and rapid turn-taking.

3. Capture the voice latency budget

   Record audio jitter p95, first audio p95, STT first partial p95, TTS first audio p95, and representative end-to-end turn latency. Investigate regressions before promotion.

4. Save trace and operational evidence

   On the Testing tab, record AudioHook and KoreVG session IDs, Architect flow name and version, Runtime trace IDs, sandbox evidence, dashboard and alert references, concurrency, and fallback results, then select Save Evidence.

5. Promote only after validation passes

   Mark validation Passed, retain the evidence, then change Activation Mode to Enabled. Keep a tested rollback or fallback path available.

Promotion gate checklist

Before switching a connection from Diagnostics only to Enabled, confirm all four areas below have passing evidence:

Gate	What to confirm
1. Architect sandbox call	Greeting, caller speech, agent audio, barge-in, and hangup all work. AudioHook and KoreVG session IDs are captured.
2. Media contract	PCMU framing, bidirectional audio, and backpressure hold up under packet loss and disconnect scenarios.
3. Latency and capacity evidence	Audio jitter p95, first audio p95, STT first partial p95, TTS first audio p95, and concurrency are all recorded.
4. Promote Diagnostics only -> Enabled	Passed evidence, trace IDs, flow version, dashboards, alerts, and a tested rollback or fallback path are all in place.

Manage the channel connection

Opening a connection from Deployments -> Channels -> VOICE -> Genesys Audio Connector shows six tabs: Overview, Credentials, Configuration, Deployment, Testing, and Activity.

Overview

The Connection Summary shows these fields.

Field	Description
Status	For example: Active
Created	Timestamp the channel was created
Updated	Timestamp of the last change
Environment	For example: Working Copy (draft)
Source Type	Channel Connection
Source ID	Unique channel identifier (UUID)

Under Setup Instructions, the tab shows the Genesys Organization ID and the SIP URI for reference. Select the copy icon next to either value to copy it.

Credentials

Credentials are saved and encrypted after creation; fields show placeholder text and accept new values only if you want to update them.

Field	Description
Use Auth Profile	Toggle on to authenticate through a saved Auth Profile instead of an API key.
API Key	Shown as (saved - enter to update); leave blank to keep the current value.
HTTP Message Signature Secret	Shown as (saved - enter to update); leave blank to keep the current value. This is the same secret set as Webhook Signature Secret at creation.

Select Save Credentials to apply any changes.

Configuration

Shows General (Display Name, Provider Verification Strength) plus the Pipeline or Realtime speech settings described in Configure the connection above, editable at any time. Select Save Changes to apply.

Deployment

Field	Description
Agent Version	An Environment dropdown that selects which deployed version handles incoming messages.
Active Deployment	Shows the bound deployment version and date, or Working Copy (draft) if nothing has been deployed to an environment yet.

If the connection is running on the working copy, a banner reads: “This channel is running on the Working Copy (draft). Working copy is intended for testing. For a stable production setup, deploy your agent to an environment and bind this channel to that environment.”

Select Save Changes after switching the environment or version.

Testing

The Audio Connector Health panel shows:

Field	Description
AudioHook Target	The execution target for this connection, for example KoreVG (SAVG audiosocket).
Last Success / Last Failure	Timestamps of the most recent diagnostic outcomes, or a prompt such as Live Architect validation required.
Provider URL	The underlying provider endpoint the connection routes to.
AudioHook Callback URL	The full wss:// URL to configure in the Architect Audio Connector action.

The Live Validation Evidence panel records the results of the checks in Run live validation before enabling traffic.

Field	Description
Validated At	Timestamp of the last passing validation.
Trace IDs	Number or list of Runtime traces captured during validation.
Certification Status	For example: Not started.
Runbook Reference / Dashboard Reference / Alert Reference	Links or IDs for the operator runbook, dashboard, and alert configuration used during validation.
Runtime Trace IDs / Sandbox Evidence References	Free-text fields for trace IDs and sandbox evidence links.
Validation Summary	Free-text summary of the validation outcome.
Audio Runtime Target	The runtime target validated, for example KoreVG (SAVG audiosocket).
Architect Flow Name / Architect Flow Version	The Architect flow and version used during validation.
AudioHook Session ID / KoreVG Session ID	Session identifiers captured during the validation call.
PCMU framing verified / Backpressure verified / Disconnect variables verified / Fallback path verified	Checkboxes confirming each part of the media contract.
Audio Jitter P95 (ms) / First Audio P95 (ms) / STT First Partial P95 (ms) / TTS First Audio P95 (ms)	Recorded latency metrics from validation.
Max Concurrent Sessions / Packet Loss (%)	Recorded capacity and reliability metrics from validation.

Select Save Evidence to record your results.

Security, capacity, and reliability boundaries

Keep the API key and HTTP Message Signature Secret in Genesys and encrypted Studio credentials. Use distinct values per environment and rotate exposed credentials.

Audio - Don’t log raw audio or sensitive transcript content. Use scrubbed trace identifiers and aggregate voice phase metrics for operational debugging.

Capacity - Validate the expected concurrent-session ceiling and queue pressure. KoreVG has bounded per-session queues and environment-level capacity controls.

Fallback - Define what Architect does when the AudioHook can’t connect, media stalls, STT or TTS fails, or the agent exceeds its response budget.

Observability - Monitor connection failures, audio jitter, packet loss, STT, LLM, and TTS phase latency, session termination reasons, and fallback activation.