We run Genesys Cloud CX with Salesforce Voice via the standard CX Cloud / Partner Telephony connector and want to pilot Agentforce Voice
on top of it. That connector only routes calls to a live agent in Omnichannel — there's no built-in option to send a call to a bot.
On Genesys's side, an AI step before agent routing is normally done via a separate Architect bot flow (Call Audio Connector / Bot Connector action), which streams the live audio to an external WebSocket endpoint — that's how third-party voice AI vendors typically hook into CX Cloud.
Our assumed architecture:
Inbound call → Genesys Architect flow
├─ Step 1: Call Audio Connector/Bot Connector action
│ → streams audio to Agentforce Voice endpoint
│ → (Genesys pauses here until the bot session ends)
│
└─ Step 2: based on exit outcome (resolved / escalation / timeout / error):
→ if resolved: end call
→ if escalation: fall through to existing CX Cloud
agent-routing flow (skills-based routing → Salesforce agent)
Two questions for anyone who's actually done this:
- Is that architecture even valid, or does Agentforce Voice expect a different call flow entirely?
- What is the "Agentforce Voice endpoint" concretely — is there a WebSocket/streaming URL Salesforce exposes per agent/org that Genesys can point Audio Connector at, or does it only work via the native Amazon Connect telephony path (i.e., no such endpoint exists for third-party CCaaS)?
On the Salesforce side, is the entry point still "Add Telephony connection to the agent" in Agent Builder, or something Partner-Telephony-specific?
Pointers appreciated. Thanks, Mario
#Service Cloud Voice #Genesys #Agentforce
Thanks @Kundan Kumar Jha — that matched what we later confirmed against Salesforce's official SIP setup docs. Quick progress update for anyone following this:
We've since built the SIP trunk on the Genesys side (Site, Number Plan, Generic BYOC Carrier trunk pointing at the Salesforce SBC FQDN, Outbound Route) and confirmed connectivity via SIP trace.
Where we're stuck now is the step Salesforce's guide describes before the actual transfer: adding a Function/Lambda Data Action in the Genesys flow that calls the voiceCalls Telephony Integration API (JWT-signed, RS256) to create a VoiceCall record
beforetransferring the call via SIP to the Agentforce agent. The only ready-made sample Salesforce links to is built for Amazon Connect and doesn't map onto Genesys's Data Action model — so we'd need to write our own.
https://help.salesforce.com/s/articleView?id=ai.telephony_configure_inbound_call_transfers_sip.htm&type=5Two questions before we build this from scratch:
- Is creating the VoiceCall record actually a hard prerequisite for the SIP transfer to reach an Agentforce Voice agent, or can it work without it?
- Has anyone here already built the equivalent of that Lambda for a non-Amazon-Connect telephony vendor (Genesys or otherwise)? Happy to compare notes rather than reinvent it.
