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

# Genesys Audio Connector

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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.

<Note>
  **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.
</Note>

### 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](#prepare-genesys-cloud-and-authentication)       | Genesys Cloud          |
| [Create the connection in Studio](#create-the-connection-in-studio)                         | Studio                 |
| [Configure the connection](#configure-the-connection)                                       | Studio                 |
| [Wire the Genesys Architect flow](#wire-the-genesys-architect-flow)                         | Genesys Cloud          |
| [Run live validation before enabling traffic](#run-live-validation-before-enabling-traffic) | Studio + Genesys Cloud |

## Prepare Genesys Cloud and authentication

<Steps>
  <Step title="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.
  </Step>

  <Step title="Identify the voice deployment">
    In Genesys Cloud Admin, identify the voice deployment associated with the intended Architect flow and copy its Voice Deployment ID.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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.

<Steps>
  <Step title="Enter a Display Name">
    Give the connection a label, for example `Genesys Audio Connector Production`.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Enter the Voice Deployment ID">
    Paste the voice deployment ID associated with the intended Architect flow.
  </Step>

  <Step title="Choose the Voice mode">
    Select **Pipeline** or **Realtime**. This choice is permanent for the connection - see the note above.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Set Max Session Seconds">
    Set the maximum duration for a single voice session, in seconds (default: `1800`).
  </Step>

  <Step title="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.                                    |
  </Step>

  <Step title="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.
  </Step>
</Steps>

### 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.

<Tabs>
  <Tab title="Pipeline mode">
    <Steps>
      <Step title="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. |
      </Step>

      <Step title="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`.                            |

        <Note>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.</Note>
      </Step>

      <Step title="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. |
      </Step>

      <Step title="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. |
      </Step>

      <Step title="Save your changes">
        Select **Save Changes**.
      </Step>
    </Steps>
  </Tab>

  <Tab title="Realtime mode">
    Under **Realtime LLM Voice Settings**, select an **S2S Provider**. Only the panel for the selected provider applies to this connection.

    <AccordionGroup>
      <Accordion title="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.
      </Accordion>

      <Accordion title="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.
      </Accordion>

      <Accordion title="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.
      </Accordion>
    </AccordionGroup>

    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**.
  </Tab>
</Tabs>

## Wire the Genesys Architect flow

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Map completion and disconnect variables">
    Capture normal completion, caller hangup, gateway error, and fallback outcomes so Architect can continue or exit the flow deterministically.
  </Step>
</Steps>

## Run live validation before enabling traffic

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>
</Steps>

### 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**.

<Tabs>
  <Tab title="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.
  </Tab>

  <Tab title="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.
  </Tab>

  <Tab title="Configuration">
    Shows **General** (Display Name, Provider Verification Strength) plus the Pipeline or Realtime speech settings described in [Configure the connection](#configure-the-connection) above, editable at any time. Select **Save Changes** to apply.
  </Tab>

  <Tab title="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. |

    <Note>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."*</Note>

    Select **Save Changes** after switching the environment or version.
  </Tab>

  <Tab title="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](#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.
  </Tab>
</Tabs>

## Security, capacity, and reliability boundaries

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

**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.