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.

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.

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

Once the channel is created, select it, then 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.

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.

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.

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.

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
Configuration
Deployment

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)

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.

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 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.

Call Routing Option (Kore.ai Voice Gateway)

Once the channel is created, select it, then go to the Configuration tab. If you choose Voice Provider: Kore.ai Voice Gateway, set the following fields under:

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.

Configure the Phone Number (DID Only)

Configure SIP Settings (Bring Your Own SIP Only)

If you selected 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.

Configure Conversation Controls

Under Conversation controls, set the following fields.

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

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
Configuration
Deployment

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	`Pipeline Voice Channel`
Source ID	Unique channel identifier (UUID)
Webhook URL	Use the URL to integrate external SIP or voice pipeline systems.

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 Genesys audio connector

Configure Genesys Audio Connector for KoreVG-owned AudioHook execution.

Complete the Studio and Genesys Architect setup before you begin — it produces the AudioHook callback URL this connection needs, and determines how the connection is validated before it goes live. Also choose your voice provider before you begin — it determines which additional fields apply later in this setup.

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

Set Up the Connection

On the New Genesys Audio Connector Connection page, provide a Display Name (up to 255 characters), then set up Audio Connector setup, which creates a project-owned Audio Connector setup that targets KoreVG AudioHook execution by default.

Field	Description
Genesys Organization ID	Your Genesys Cloud organization identifier.
Allowed Region	The Genesys region this connection is scoped to, for example `US East (N. Virginia)`.
Voice Deployment ID	The Genesys voice deployment this connector serves.
AudioHook Target	The audio execution target, for example `KoreVG AudioHook`.
KoreVG AudioHook URL	The AudioHook callback URL, for example `wss://voice.example.com/...`.
Activation Mode	The connection’s rollout stage, for example `Diagnostics only`. Promote to live traffic only after Architect validation passes.
API Key	The API key used to authenticate AudioHook requests.
Webhook Signature Secret	A secret used to verify inbound webhook signatures.
Max Session Seconds	The maximum duration of a single voice session, in seconds. Defaults to `1800`.
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.
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 can be used immediately. Inactive connections stay saved but disabled until you activate them.

Click Create.

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

Once the channel is created, select it, then go to the Configuration tab. If you choose Voice Provider: Kore.ai Voice Gateway, set the following fields under Genesys Audio Connector Settings > Call routing, which controls how calls reach the agent.

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.

Configure the Phone Number (DID Only)

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

Configure SIP Settings (Bring Your Own SIP Only)

If you selected 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. Shows `Not configured — contact admin` until an admin sets it.
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.

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. Deepgram Nova-3 and Flux use keyterm prompting and ignore boost; older Deepgram models use keyword intensifiers.

Configure Speech Synthesis

Under Speech Synthesis, set the following fields.

Field	Description
Provider	The text-to-speech credential set to use, for example `Deepgram Speech Credentials`.
Language	The synthesis language, for example `English (PH)`.
Voice	The voice used for synthesized speech.
Switch TTS for detected language	When enabled, calls can change the TTS language, voice, and model after speech recognition detects a different language.

Configure Conversation Controls

Field	Description
Barge-in	Allow the caller to interrupt the agent while it’s 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.

Save the Channel

Click Save Changes to apply the configuration.

Manage an existing Genesys audio connector channel

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

Overview
Credentials
Configuration
Deployment
Testing

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	`Genesys Audio Connector`
Source ID	Unique channel identifier (UUID)
Genesys Organization ID	Shown for reference.

Credentials are saved and encrypted after creation; the 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 entering credentials manually. When enabled, select the profile from the Auth Profile picker in place of the fields below.
API Key	The API key used to authenticate AudioHook requests. Shown as (saved — enter to update); leave blank to keep the current value.
HTTP Message Signature Secret	The secret used to verify inbound webhook signatures. Shown as (saved — enter to update); leave blank to keep the current value.

Click Save to apply any changes.

The Deployment tab shows these fields.

Field	Description
Environment	An environment selector that chooses which deployed version handles incoming calls. Selecting the working copy shows a Working Copy warning; an environment with no active deployment shows a No active deployment hint.
Active Deployment	Shows the bound deployment’s version and deploy date, or indicates that none is bound.

Click Save Changes after switching the environment/version.

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References

Set up realtime LLM voice

Manage an existing realtime LLM voice channel

Set up pipeline voice

Manage an existing Pipeline Voice channel

Set up Genesys audio connector

Manage an existing Genesys audio connector channel

​Set up realtime LLM voice

​Manage an existing realtime LLM voice channel

​Set up pipeline voice

​Manage an existing Pipeline Voice channel

​Set up Genesys audio connector

​Manage an existing Genesys audio connector channel

Set up realtime LLM voice

Manage an existing realtime LLM voice channel

Set up pipeline voice

Manage an existing Pipeline Voice channel

Set up Genesys audio connector

Manage an existing Genesys audio connector channel