Voice channels

Back to voice channels

Set up realtime LLM voice

Supports live voice conversations using realtime LLM models (OpenAI Realtime, Gemini Live) through the Kore.ai Voice Gateway or a Bring Your Own SIP connection.

To configure a Realtime LLM Voice channel, go to Deployments > Channels > VOICE > Realtime LLM Voice > + New and complete the following steps in order.

1. Set Up the Connection

   On the New Realtime LLM Voice Connection page, provide the following fields.

   Field	Description
   Display Name	A label for the connection.
   Connection Name	A system name for the connection, such as realtime-voice-prod. Up to 255 characters.
   Environment	The deployment the connection binds to. Select an environment to follow its active deployment automatically, or leave the default to use the working copy. When no environment has an active deployment yet, create a deployment first to bind the connection to a published environment.
   Provider Verification Strength	Controls how strictly the platform trusts the provider’s identity assertions for session continuity and linking. Weak is the default. Choose Strong only for channels or providers whose identity assertions you trust.
   Initial Status	Active connections are usable immediately. Inactive connections stay saved but disabled until you activate them.

   Click Create.

2. Choose a Call Routing Option (Kore.ai Voice Gateway)

   After creating the channel, go to the Configuration tab. If you choose Voice Provider: Kore.ai Voice Gateway, set the following fields under Kore.ai Voice Gateway.

   Route	Description
   Soft Phone (FREE)	Dial the agent from your browser with no DID purchase or telephony charges. Use it for evals, QA, and demos. Launch dialer opens the browser dialer.
   Phone Number (DID)	Purchase a real phone number through Twilio. Disable this route to stop DID listing and call routing while keeping the number saved.

   If you select Phone Number (DID), complete the next step. If you selected Voice Provider: Bring Your Own SIP instead, skip to Configure SIP Settings.
3. Configure the Phone Number (DID Only)

   Set the Provider to Twilio, toggle Inbound calls and Outbound calls, and select a Country, Number Type, and optional Area Code. Select Search Available Numbers to list numbers that match your filters.

4. Configure SIP Settings (Bring Your Own SIP)

   Once the channel is created, select it, then go to the Configuration tab. If you chose Voice Provider: Bring Your Own SIP, set the following fields under SIP Configuration.

   Field	Description
   Our SIP Server Address	Configure your SIP provider to send INVITE to this address.
   SIP Gateway IP Address	Your SIP trunk IP address — optionally include a port (default: 5060).
   DID / Phone Number	The phone number (DID) your SIP provider routes to this SIP gateway.

5. Configure Realtime LLM Voice Settings

   Under Realtime LLM Voice settings, set the following fields.

   Setting	Description
   Semantic convergence	Controls whether realtime voice turns use the coordinated utterance runtime.
   S2S Provider	The realtime speech-to-speech model: Google Gemini Live (S2S), Grok Realtime (S2S), or OpenAI Realtime. Each uses tenant credentials.
   Noise isolation	Applies server-side noise reduction to inbound call audio to filter out background voices and ambient noise.

6. Save the Channel

   Click Save Changes to apply the configuration.

Manage an existing realtime LLM voice channel

Open a channel from Deployments > Channels > VOICE > Realtime LLM Voice shows three tabs: Overview, Configuration, and Deployment.

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: dev
Source Type	Realtime LLM Voice Channel
Source ID	Unique channel identifier (UUID)

Configuration

The channel includes the same General (Display Name), Provider Verification Strength, call routing, and Realtime LLM Voice Settings options described in Set up Realtime LLM Voice. These settings can be edited at any time. Any changes to call routing or Realtime LLM Voice settings take effect immediately after you click Save Changes.

Deployment

The Deployment tab shows these fields.

Field	Description
Agent Version	An Environment dropdown (for example: Development) that selects which deployed version handles incoming messages.
Active Deployment	Shows the bound deployment version and when it was deployed.

Click Save Changes after switching the environment/version.

Set up pipeline voice

It’s a voice channel that handles calls through separate speech-to-text, LLM, and text-to-speech stages, connected through Kore.ai Voice Gateway. Unlike Realtime LLM Voice, which uses a single speech-to-speech model, this pipeline lets you choose and configure the ASR (speech-to-text) and TTS (text-to-speech) providers independently.

Choose your voice provider before you begin — it determines which additional fields apply later in this setup.

To configure a Pipeline Voice channel, go to Deployments > Channels > VOICE > Pipeline Voice > + New and complete the following steps in order.

1. Set Up the Connection

   On the New Pipeline Voice Connection page, provide the following fields.

   Field	Description
   Display Name	A label for the connection.
   Connection Name	A system name for the connection, such as pipeline-voice-prod. Up to 255 characters.
   Environment	The deployment the connection binds to. Select an environment to follow its active deployment automatically, or leave the default to use the working copy. When no environment has an active deployment yet, create a deployment first to bind the connection to a published environment.
   Provider Verification Strength	Controls how strictly the platform trusts the provider’s identity assertions for session continuity and linking. Weak is set by default. Choose Strong only for channels/providers whose identity assertions you trust for stronger continuity and linking decisions.
   Initial Status	Active connections are usable immediately. Inactive connections stay saved but disabled until you activate them.

   Click Create.

2. Choose a Voice Provider

   After creating the channel, go to the Configuration tab. Under Pipeline Voice Settings, set Voice Provider to either Kore.ai Voice Gateway or Bring Your Own SIP — this determines which call routing fields appear next.

3. Configure Call Routing (Kore.ai Voice Gateway)

   If you chose Kore.ai Voice Gateway, set the following fields under Call routing. Choose how calls reach this agent — enable Soft Phone for browser testing, or add a DID when this channel needs a real phone number.

   Route	Description
   Soft Phone (FREE)	Dial the agent from your browser. No DID purchase or telephony charges. Use this for evals, QA, and demos. Select Launch dialer to open the browser dialer.
   Phone Number (DID)	Purchase a real phone number through Twilio. Disable this route to stop DID listing and call routing while keeping the number saved.

   If you enable Phone Number (DID), complete the next step. If you chose Voice Provider: Bring Your Own SIP instead, skip to Configure SIP Settings.
4. Configure the Phone Number (DID Only)

   Set the Provider to Twilio, toggle Inbound calls (route calls from this number into the voice agent) and Outbound calls (allow this number to be used for campaign dialout), and select a Country and Number Type. Optionally enter an Area Code to filter available local numbers. Select Search Available Numbers to list matching numbers.

5. Configure SIP Settings (Bring Your Own SIP)

   If you chose Voice Provider: Bring Your Own SIP, set the following fields under SIP Configuration.

   Field	Description
   Our SIP Server Address	Configure your SIP provider to send INVITE to this address, for example korevg-np.kore.ai:5060. Select Copy to copy the address.
   SIP Gateway IPs / CIDRs	Provider SIP source addresses. Separate multiple IPv4 addresses or CIDR ranges with commas, for example 203.0.113.50:5080, 3.80.16.0/23.
   DID / Phone Number	The phone number (DID) your SIP provider routes to this SIP gateway, for example [phone] or 98492.

6. Configure Speech Recognition

   Under Speech Recognition, set the following fields.

   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).
   Custom vocabulary	Domain-specific terms to bias recognition toward. Select Add phrase to add a row, then set the Phrase (for example ACME, policy number) and optional Boost.

7. Configure Speech Synthesis

   Under Speech Synthesis, set the following fields.

   Field	Description
   Voices by language	Enable this option to configure separate text-to-speech settings for each language supported by the agent. When disabled, the channel uses a single TTS configuration for all languages.
   Language	Select the language for which you want to create a TTS profile, then click Add language.
   Provider	The text-to-speech credential set to use for the selected language, for example ElevenLabs (TTS) Credentials or Deepgram Speech Credentials.
   Voice	The voice used for synthesized speech for the selected language, for example Sarah - Mature, Reassuring, Confident - (american, young, female).
   Switch TTS for detected language	When enabled, calls can change the TTS language, voice, and model after speech recognition detects a different language.

   • After you click Add language, a dedicated TTS configuration section is created for that language. Configure the provider, voice, model, and any provider-specific settings independently for each language.
   • Available fields vary by provider. Some providers expose additional settings such as TTS model, output format, speed, temperature, and voice tuning controls. Each language profile maintains its own provider configuration, allowing multilingual agents to use different voices and models for different languages.
8. Tune ElevenLabs Voice Settings (ElevenLabs Only)

   If you selected an ElevenLabs voice, override playback and prosody for this channel connection under ElevenLabs Voice Settings.

   Field	Description
   TTS Model	The synthesis model, for example Eleven Multilingual v2.
   Speed	Adjusts speaking pace. 1.0 is normal; lower slows the voice down, higher makes it faster. Range: 0.7–1.2.
   Stability	Controls consistency across generations. Higher is more stable and less expressive; lower allows more variation. Range: 0–1.
   Similarity boost	Keeps the output closer to the selected voice. Higher values preserve more of the original voice character. Range: 0–1.
   Style exaggeration	Amplifies voice style and emotion. Higher values can sound more expressive but may increase latency or instability. Range: 0–1.
   Speaker boost	Enhances speaker similarity and clarity. Turning it off may reduce latency for some voices.

   Under Preview Voice, enter sample text (up to 500 characters) and select Generate to hear the configured voice before saving.

9. Configure Conversation Controls

   Set the following fields.

   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.

10. Save the Channel

    Click Save Changes to apply the configuration.

Manage an existing Pipeline Voice channel

Open a channel from Deployments > Channels > VOICE > Pipeline Voice shows three tabs: Overview, Configuration, and Deployment.

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: dev
Source Type	Channel Connection
Source ID	Unique channel identifier (UUID)

Configuration

Contains the same General (Display Name, Provider Verification Strength), voice provider and call routing, Speech Recognition, Speech Synthesis (including ElevenLabs voice tuning and preview, where applicable), and Conversation Controls described in Set up Pipeline Voice above, editable at any time. Changing any of these settings here updates the live channel immediately after Save Changes.

Deployment

The Deployment tab shows these fields.

Field	Description
Agent Version	An Environment dropdown (for example: Development) that selects which deployed version handles incoming messages.
Active Deployment	Shows the bound deployment version and when it was deployed.

Click Save Changes after switching the environment/version.