Integrations
Genesys
How your agents work alongside Genesys, taking the calls your Genesys routing sends them and transferring back into your queues with a written brief.
On this page
If your contact centre runs on Genesys, such as Genesys Cloud CX, your agents work alongside it rather than in place of it. Genesys keeps deciding where every call goes, through the call flows, queues and routing your team already manages. The calls you choose go to the agent, and calls that need a person come back into your Genesys queues with a written brief, so your team starts informed. Your Genesys reporting stays in place.
The connection to your platform is configured during implementation, around your existing set-up. Nothing in your platform changes until your team makes the routing change.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Take chosen calls | Genesys routes the queues, menu options or hours you choose to the agent | "Check my booking" calls on an airline's reservations line |
| Transfer into your queues | Calls that need a person go back into the Genesys queue you set, not to a separate system | A passenger asking for compensation passed to the customer relations queue |
| Deliver the brief | The person taking the call sees who the caller is, what they asked, what has been established and what is outstanding | Your colleague answers already knowing the booking reference |
| Take overflow | Calls route to the agent when a queue passes a threshold you set in Genesys, configured during implementation | A spike in calls after a schedule change |
| Keep the record complete | Conversations your team handles in Genesys can also be captured into the customer record, configured during implementation | The next time the passenger calls, the agent knows what your colleague agreed |
How it connects
Your Genesys administrators add a route from Genesys to the Telonic SIP endpoint in your chosen region. SIP is the standard protocol business phone systems use to set up and connect calls. Your call flows then send the queues or options you choose to that route, and routing a call back to your team is a change in Genesys, not in Telonic.
When the agent transfers a call, it passes it back into the Genesys queue you set. The call carries a conversation reference in a SIP header (a field of information that travels with the call), which Genesys uses to show the brief to the person who answers. How the brief appears on your team's desktop is set up with your Genesys administrators during implementation.
The technical detail
| Item | Telonic's approach |
|---|---|
| Signalling | SIP over TLS (Transport Layer Security, which encrypts data in transit), version 1.2 or higher |
| Audio | Encrypted with SRTP (Secure Real-time Transport Protocol) by default |
| Authentication | IP allow-listing (accepting traffic only from known addresses) and SIP digest credentials (a username and password check on each call). Mutual TLS, where both sides present certificates, is supported |
| Codecs (audio formats) | G.711 A-law and µ-law, G.722, Opus |
| Transfers | SIP REFER (an instruction that hands the call back to your platform to connect) by default, or a bridged transfer (the agent stays on the line while connecting your colleague) where the brief must be spoken first |
| Brief delivery | Conversation reference in a SIP header, used by Genesys to present the brief |
| Health checks | SIP OPTIONS, so Genesys can route calls to your team if the endpoint cannot be reached |
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Receive calls from chosen routes | Inbound calls | Only the queues and options your Genesys call flows send |
| Transfer into named queues | Handover to your team | Only the queues you list |
| Pass the brief with the call | Your team sees the context | On for every transfer |
| Receive records of calls your team handles | A complete customer record | Not granted unless you choose it |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Rimal Air runs its reservations centre on Genesys Cloud CX.
- The operations team routes the "Manage my booking" option to the agent, keeping every other option with its team.
- Salma calls to change her Jeddah flight to the next morning. The agent finds her booking, confirms the fare rules allow the change, and rebooks her.
- She then asks for a refund on an unused hotel add-on. Refunds are outside the agent's limits, so it transfers her into the refunds queue.
- The refunds colleague sees the brief on screen and handles the request without asking Salma to repeat anything.
What your team controls
- Which Genesys queues, options and hours route to the agent.
- The queue each kind of transfer goes to.
- Whether calls your team handles are captured into the customer record.
Related
- Contact centre platformsIntegrations
- Voice: connecting your telephony over SIPChannels
- Handover to your teamAgents
- Conversations your team handlesCustomer record
- PermissionsIntegrations
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