Connecting Genesys Cloud Contact Center to Live Hub

This section describes how to connect Genesys Cloud Contact Center to Live Hub.

To connect Genesys Cloud to AudioCodes Live Hub platform, complete the following steps:

  1. Add BYOC Cloud or Genesys Cloud Voice.

  2. Add External Trunk to Genesys Cloud Account.

  3. Create SIP Connection in AudioCodes Live Hub Platform.

  4. Update Outbound Configuration of External Trunk in Genesys Cloud Account.

  5. Create Outbound Rule for Routing Calls via the External Trunk in Genesys Cloud Account.

If you want to connect Genesys Cloud to Bot Framework, proceed to Connecting Genesys Cloud to Bot Framework after completing these steps.

Add BYOC Cloud or Genesys Cloud Voice

The following procedure describes how to add BYOC Cloud or Genesys Cloud Voice to your subscription.

  1. Log in to Genesys AppFoundry as a user with Organization Admin privileges.

  2. Search for the cloud telephony connection option you want to add (e.g., BYOC).

  3. Click the card and then follow the instructions.

While Genesys Cloud sets up your service and updates your billing, a progress spinner appears. When the process is complete, your new service will be ready for use.

For more information, see About BYOC Cloud or About Genesys Cloud Voice.

Add External Trunk to Genesys Cloud Account

The following procedure describes how to add an External Trunk to Genesys Cloud account that represents the Live Hub.

  1. Log in to Genesys Cloud as a user with Telephony Admin privileges.

  2. In the top-level menu, select Admin.

  3. Under ‘Telephony’, select Trunks.

  4. Click the Create New button.

  5. For ‘External Trunk Name’, enter the name of the External Trunk (e.g., AudioCodes Live Hub).

  6. For ‘Type’, select BYOC Carrier, and then Generic BYOC Carrier. Detailed trunk configuration settings will be displayed.

  7. For ‘Protocol’, select TLS.

  8. Under ‘Inbound / Termination’, for ‘Inbound SIP Termination Identifier’, enter a unique alphanumeric string that will be used to identify the trunk (e.g., audctrk).

  9. After entering the value, the Inbound Request-URI Reference section appears below the entered value.

    Note: The ‘FQDN Method’ value is displayed in the section. Copy the hostname part of it for future use (during Live Hub platform configuration). For example, for ‘FQDN Method’ INVITE sip:+xxxxxxxxx@audctrk.byoc.usw2.pure.cloud. The hostname part is “audctrk.byoc.usw2.pure.cloud”.

  10. Configure Digest Authentication:

    1. Change ‘Digest Authentication’ to Enabled.

    2. In the ‘Realm’ field, enter "DefaultSipRealm".

    3. In the ‘Username’ and ‘Password’ fields, enter credentials that will be used to authenticate outbound traffic from Genesys Cloud account to Live Hub Platform. Copy configured credentials for future use (during Live Hub platform configuration).

  11. Under Calling:

    1. For ‘Address Override Method’, select Unassigned DID. This ensures that caller ID is preserved while transferring the call from Genesys Cloud account to Live Hub Platform.

    2. For ‘Caller ID’, enter the E.164 number (e.g., +34910603165) that will be used in case caller ID is unknown.

  12. Under ‘External Trunk Configuration’ click Identity to show the identity configuration screen. In this screen:

    1. Under ‘Calling’, change ‘Address Omit + Prefix’ to Disabled.

    2. Under ‘Called’, change ‘Address Omit + Prefix’ to Disabled.

  13. Under ‘External Trunk Configuration’, click Protocol to show the protocol configuration screen. In this screen:

    1. Under ‘Header / Invite’, change ‘Conversation Headers’ to Enabled; this makes Genesys Cloud attach conversation-id as a custom SIP header in the outgoing messages.

    2. Under ‘User to User Information (UUI)’, change ‘UUI Passthrough’ to Enabled. Keep ‘Type’ set to User-to-User and set ‘Encoding Format’ to Ascii; this enables passing of additional information from the Genesys Cloud.

    3. Under ‘Take Back and Transfer’, change ‘Enable Take Back and Transfer’ to Enabled; this will enable support of call transfer on Genesys Cloud.

  14. Click Save External Trunk to save the new trunk.

Create SIP Connection in Live Hub

The following procedure describes how to create a SIP Connection in Live Hub that represents the Genesys Cloud account.

  1. Log in to Live Hub.

  2. In the navigation menu, select SIP Connections, and then click the Add new SIP connection button to add a new SIP Connection.

  3. Click the GENERAL tab:

    1. In the GENERAL section:

      • For ‘Name’, enter a unique SIP Connection name (e.g., Genesys Cloud).

      • For ‘Provider Type’, select Contact Center.

      • For ‘Provider’, select Genesys Cloud.

    2. In the SECURITY section:

      • For ‘Encryption’, select Enabled.

    3. In the REGISTRATION AND AUTHENTICATION section:

      • For ‘Credentials’, enter <username> and <password> configured in Genesys Cloud account’s External Trunk configuration, under Digest Authentication.

  4. Click the INCOMING tab:

    • In the AUTHENTICATION section:

      • Select the FQDN (Request-URI) check box and copy the ‘SIP Connection FQDN’ value displayed below it. You will use this value to update Outbound configuration of the External Trunk in Genesys Cloud account.

      • Select the Source IP Address check box.

      • Select the Credentials check box and enter the same credentials that you configured in the General tab (these credentials are also configured in Genesys Cloud account’s External Trunk configuration, under Digest Authentication).

  5. Click the OUTGOING tab:

    1. In the OUTGOING section:

      • Set the 'SIP Server Hostname' to the full Genesys FQDN, e.g. 'audctrk.byoc.usw2.pure.cloud'.

    2. In the ADDRESSES section:

      • Click Add to create a new entry.

      • For ‘ADDRESS’, enter the hostname part of the FQDN Method value as shown in ‘Inbound Request-URI Reference section’ of the External Trunk configuration screen in Genesys Cloud account (audctrk.byoc.usw2.pure.cloud).

      • For ‘PORT’, enter "5061".

      • For ‘PROTOCOL’, select TLS.

  6. Click the INFO tab:

    • In the ADDRESSES section, copy ADDRESS value from the line with TYPE ‘Signaling’ and PROTOCOL ‘tls’.
      The copied value is the ‘Signaling IP Address’ of SIP Connection. You will need this value to update SIP Access Control configuration of the External Trunk in Genesys Cloud account.

  7. Click Create to create a new SIP Connection.

Update Outbound Configuration of External Trunk in Genesys Cloud Account

The following procedure describes how to update Outbound configuration of External Trunk in Genesys Cloud account with the FQDN of SIP Connection in the Live Hub.

  1. Log in to Genesys Cloud as a user with Telephony Admin privileges.

  2. In the top-level menu, select Admin.

  3. Under ‘Telephony’, select Trunks.

  4. Select the trunk that you created above.

  5. Under ‘Outbound for SIP Servers or Proxies’, update the dummy entry you created before.

    1. Remove the dummy entry (with IP address 127.0.0.1) that you created before.

    2. For ‘Hostname or IP Address’, enter ‘SIP Connection FQDN’ value as displayed in Incoming tab of SIP Connection in AudioCodes Live Hub platform.

    3. For ‘Port’, enter "5061".

    4. Click plus to add the entry.

  6. Under 'SIP Access Control':

    • For 'Allow the Following Addresses' enter the ‘Signaling IP Address’ value of SIP Connection as displayed in the INFO tab of SIP Connection in AudioCodes Live Hub platform.

  7. Click Save External Trunk to save the updated configuration.

Create Outbound Rule for Routing Calls via the External Trunk in Genesys Cloud Account

The following procedure describes how to create the Outbound Rule in the Site in the Genesys Cloud account that routes calls via the External Trunk created in the previous step.

  1. Log in to Genesys Cloud as a user with Telephony Admin privileges.

  2. In the top-level menu, select Admin.

  3. Under ‘Telephony’, select Sites.

  4. Select the site that you want to modify.

  5. Select the Outbound Routes tab.

  6. For the Default Outbound Rule:

    1. Under ‘External Trunks’, select the Trunk that you created above.

  7. Click Save Outbound Rules to save the updated configuration.

  8. The above-described routing configuration is the simplest one. You may alternatively add a dedicated Number Plan to match the specific DID numbers. Refer to the BYOC Cloud Quick Start Guide for a more detailed description.

Connecting Genesys Cloud to Bot Framework

This section provides additional information about connecting Genesys Cloud to Bot Framework. It assumes that you have completed the generic configuration described above.

There are multiple ways to connect a bot framework to your contact center flows. This section describes connectivity methods in which calls are anchored on the contact center. This allows you to keep existing contact center functionality in place and complement it with the functionality provided by voice bots / conversational IVRs.

Sending the Call to the Bot

The following diagram shows a typical call flow for a call sent to the bot.

A call from the customer is initially received by the Genesys Cloud contact center.

The Contact center may optionally collect some data about the customer at IVR stage (e.g., personal ID and credit card number).

It then routes the call to Live Hub platform (configured in Genesys Cloud as a BYOC External SIP Trunk – as described above). Session context (session ID and collected customer data) is shared via the following SIP headers:

For example:

INVITE sip:+1222xxxx@xxxxx.vaic-sip1.audiocodes.io SIP/2.0

From: <sip:+1222xxxx@mytrunk.byoc.usw2.pure.cloud>;tag=1c1041548688

To: <sip:+1222xxx@xxxxx.vaic-sip1.audiocodes.io>

User-to-User: 00{ "personalId": "555", "creditCard": "xxx" };encoding=ascii;
purpose=isdn-uui;content=isdn-uui

X-inin-cnv: e21b897e-c0a9-40d1-xxxx-xxxxxxxxx

Live Hub platform should be configured to pass shared session context to the bot framework. In order to do that:

  1. Log in to AudioCodes Live Hub.

  2. In the navigation menu, select Bots.

  3. Select your bot, and then click Edit.

  4. In the BOT SETTINGS tab, under Sip Headers to Bot:

    1. Click Add to add a new entry and configure it as follows:

      • For ‘SIP HEADER’, enter "User-to-User".

      • For ‘BOT PARAMETER’, enter the name of the parameter that will be sent to the bot (e.g., customerData).

    2. Click Add to add another entry and configure it as follows:

      • For ‘SIP HEADER’, enter "x-inin-cnv".

      • For ‘BOT PARAMETER’, enter the name of the parameter that will be sent to the bot (e.g., sessionID).

  5. Click Update to apply the changes.

    Live Hub platform starts a conversation with bot by sending a start message. Session context is passed according to the configuration described above.

    For example:

    {
    "activities": [
        {
            "id": "5790741f-8068-4a9c-xxxx-xxxxxx",
             "name": "start”,
             "parameters": {
                 "callee"; "+1222xxxx",
                 "caller"; "+#1222xxxx",
                 "customerData": "00{ \"personalId\": \"555\", \"creditCard\": \"xxx\" }; encoding=ascii; purpose=isdn-uui; content=isdn-uui",
                 "sessionID": "e21b897e-c0a9-40d1-xxxx-xxxxxxxxx",
                 . . .
            },
            "timestamp": "2022-91-03T09:12:59.972Z",
             "type”: "event"
        }
    ],
    "conversation": "6927fd37-d866-4553 -xxxxx-xxxxxxx"
}

  6. Bot implementation may utilize session context for providing user experience tailored for the specific customer.

Transferring the Call from the Bot to the Human Agent

The following diagram shows a typical call flow for a call transferred from the bot to the human agent.

Transfer to a human agent is a common use-case in which a bot decides that it can no longer proceed handling the call and requests a call transfer to a human agent. This may happen, for example, if a bot detects some abnormal user behavior or when a customer explicitly asks to speak to a human.

The transfer is initiated by the bot sending a transfer message.

For example:

[
    {
        "activityParams": {
            "transferTarget": "tel:+1222xxxx"
        }
        "id": "b7940@215-d2bb-493e-xxxx-xxxxxxxx",
        "name": "transfer",
        "timestamp": "2022-01-03T09:13:09.839Z",
        "type": "event"
    }
]

A bot may optionally provide session context to the Contact center by constructing a User-to-User header (in accordance with RFC 7433, starting with two-digit protocol discriminator – e.g., ‘00’) and including it in the message’s transferSipHeaders element.

For example:

[
    {
        "activityParams": {
            "transferTarget": "tel:+1222xxxx",
            "transferSipHeaders": [
                "name": "User-to-User",
                "value": "00{ \"personalId\": \"555\"}"
            ]
        }
        "id": "b7940215-d2bb-493e-xxxx-xxxxxxxx",
        "name": "transfer",
        "timestamp": "2022-01-03T09:13:09.839Z",
        "type": "event"
    }
]

Live Hub performs the transfer by issuing a SIP REFER message towards the Genesys Cloud. The Agent’s number is specified in the Refer-To header and session context, if provided by the bot, in User-to-User header.

Genesys Cloud transfers the customer to a human agent. After successfully completing the transfer, the call with Live Hub is disconnected.