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Genesys Cloud setup

Stellar integrates with Genesys Cloud through the Genesys Audio Connector, enabling your AI agents to handle inbound calls within your Genesys Cloud environment. This integration allows seamless handovers, full conversation visibility, and native integration with Genesys workflows.

Overview​

The Genesys Audio Connector integration:

  • Routes inbound calls from Genesys to Stellar AI agents
  • Enables smooth handovers back to Genesys queues
  • Passes conversation context and variables to human agents
  • Maintains Genesys reporting and analytics
  • Works within your existing Genesys Cloud setup

How It Works​

Call Flow with Genesys​

  1. Call arrives at Genesys: Customer calls your Genesys Cloud phone number
  2. Architect flow routes to Stellar: Genesys Architect routes the call via Audio Connector
  3. AI agent handles conversation: Stellar agent interacts with the customer
  4. Handover if needed: AI agent transfers back to Genesys queue
  5. Human agent receives context: Full conversation history available
  6. Call completes: Conversation recorded in both Stellar and Genesys

Technical Integration​

  • Genesys Audio Connector: Streams audio bidirectionally between Genesys and Stellar
  • Architect Call Flow: Configured to route calls to Stellar endpoint
  • Queue Handovers: AI agent transfers calls back to Genesys queues
  • Variables: Conversation data passed between Stellar and Genesys

Prerequisites​

Before setting up the integration, ensure you have:

Genesys Requirements​

  • Genesys Cloud 3 (or higher) subscription
  • Audio Connector add-on enabled
  • Admin access to Genesys Cloud configuration
  • Architect access for call flow design
  • Queue management permissions

Stellar Requirements​

  • Production-ready agent configured in Studio
  • Handover actions configured for Genesys queues
  • Testing completed via playground and public links
  • Per-environment configuration set up (secrets, variables, auth connectors)

Setup Process​

Step 1: Create a phone connector in Studio​

  1. Navigate to Phone connectors in Studio
  2. Click Add connector
  3. Select Genesys as the type
  4. Choose which agent should handle calls
  5. Select the environment (Development, Staging, or Production)
  6. Choose the version mode:
    • Published: Always uses the latest published version
    • Draft: Uses the current draft version
    • Pinned: Uses a specific agent version
  7. Save the connector

The connector generates an endpoint URL in the format:

wss://agent.stellarcs.ai/v1/genesys/start/{connector-identifier}

Step 2: Configure Genesys​

Enable Audio Connector​

  1. Log in to Genesys Cloud as admin
  2. Navigate to Admin > Integrations
  3. Find and enable Audio Connector
  4. Enter the endpoint URL from your Stellar connector

Configure Architect Flow​

Create or modify an Architect call flow:

  1. Open Architect in Genesys Cloud
  2. Create a new Inbound Call Flow or edit existing
  3. Add Transfer to External action
  4. Configure with the Stellar connector endpoint URL
  5. Set up variable passing (see below)
  6. Save and publish the flow

Route Calls​

Update your phone number routing:

  1. Navigate to Admin > Telephony > Call Routing
  2. Assign your phone number to the new Architect flow
  3. Save the configuration

Step 3: Testing​

Before going live:

Test calls:

  1. Call your Genesys number
  2. Verify call routes to Stellar AI agent
  3. Test conversation flow
  4. Trigger a handover back to Genesys queue
  5. Verify human agent receives call with context

Validate:

  • Audio quality in both directions
  • Conversation context transfer
  • Queue handovers work correctly
  • Variables pass properly
  • Recording and transcription function

Step 4: Production Rollout​

Once testing is successful:

  • Start with pilot routing (percentage of calls)
  • Monitor performance closely
  • Gradually increase volume
  • Achieve full deployment

Handover Configuration​

Configuring AI agent handovers to Genesys queues:

In Studio​

  1. Navigate to your agent's Actions tab
  2. Create a new action of type Handover
  3. Select type: Queue
  4. Enter the Genesys queue name (e.g., CustomerSupport_Queue)
  5. Add an announcement message (optional)
  6. Save the action

Example handover action:

Name: transfer_to_customer_support
Description: Transfer customer to a human agent in the customer support team

Type: Queue
Queue: CustomerSupport_Queue
Fallback announcement: I'm transferring you to a human representative.

Queue Names​

Use exact queue names from Genesys:

  • Find queue names in Genesys Cloud under Admin > Queues
  • Use the exact queue name (case-sensitive)
  • Verify queue names with the Stellar team during setup

Multiple Queues​

You can create multiple handover actions for different queues:

  • transfer_to_billing → Billing_Queue
  • transfer_to_tech_support → TechSupport_Queue
  • transfer_to_sales → Sales_Queue

Route to the appropriate queue based on conversation context.

Variable Passing​

Pass conversation data from the AI agent to Genesys:

Stellar to Genesys​

Variables collected by the AI agent can be passed to Genesys when handing over:

Example variables:

  • customer_name: Customer's name
  • account_number: Customer account number
  • issue_type: Nature of the issue
  • order_number: Order number discussed
  • conversation_summary: Brief summary of conversation

Configuration​

Work with the Stellar team to map:

  • Which Stellar variables to pass
  • Corresponding Genesys participant data attributes
  • Formatting requirements
  • Special handling for specific data types

Using Variables in Genesys​

Human agents see the variables:

  1. In the interaction panel
  2. Via screen pops
  3. In Genesys scripts
  4. In post-call reporting

This ensures agents have full context without asking customers to repeat information.

Genesys Reporting Integration​

Calls handled by Stellar appear in Genesys reporting:

What's Tracked​

  • Call volume and duration
  • Queue handovers
  • Agent performance (when humans take over)
  • Standard Genesys metrics

Stellar-Specific Metrics​

Additionally, in Studio you can track:

  • Evaluation scores
  • Guardrail triggers
  • Topics discussed
  • Actions executed
  • Full conversation transcripts

Combine Genesys and Stellar data for comprehensive analytics.

Best Practices​

Design for Handover​

Plan your dialogue flows with Genesys queues in mind:

  • Know which queues exist
  • Route to appropriate queue based on need
  • Collect information before handover
  • Pass context to reduce customer repetition

Test Thoroughly​

Before production:

  • Test all queue handovers
  • Verify variable passing
  • Check audio quality
  • Validate Architect flow logic
  • Test edge cases and failures

Monitor Integration Health​

Regularly check:

  • Call success rates
  • Handover success rates
  • Audio quality reports
  • Error logs
  • Queue wait times after handover

Coordinate with Genesys Admins​

Work closely with your Genesys admin team:

  • Share Stellar configuration details
  • Coordinate changes to queues or flows
  • Plan maintenance windows
  • Align on monitoring and troubleshooting

Troubleshooting​

Calls Not Routing to Stellar​

Check:

  • Is Audio Connector enabled?
  • Is Architect flow published?
  • Is phone number assigned to correct flow?
  • Is Stellar endpoint configured correctly?

Audio Quality Issues​

Check:

  • Network connectivity between Genesys and Stellar
  • Codec configuration
  • Bandwidth availability
  • Contact Stellar support for diagnostics

Handover Failures​

Check:

  • Queue names are correct (case-sensitive)
  • Queues exist and are active in Genesys
  • Queue routing is configured
  • Agent staffing in target queues

Variables Not Passing​

Check:

  • Variable mapping configuration
  • Variable names match expectations
  • Data format compatibility
  • Contact Stellar team to verify mapping

Genesys Documentation​

For more details on Genesys Audio Connector:

  • Genesys Cloud Resource Center
  • Search for "Audio Connector" documentation
  • Review Architect flow configuration guides
  • Consult Genesys support if needed

Advanced Features​

IVR Integration​

Combine Genesys IVR with Stellar AI:

  • Use Genesys IVR for initial routing
  • Route specific call types to AI agent
  • Others to traditional queues
  • Optimize resource allocation

Screen Pop Integration​

Configure Genesys to:

  • Show conversation transcript in screen pop
  • Display variables collected by AI
  • Provide context to human agents
  • Improve handover experience

Custom Reporting​

Create custom Genesys reports:

  • Combining Genesys and Stellar data
  • Track AI vs. human resolution rates
  • Measure AI deflection rates
  • Calculate efficiency gains

Getting Help​

For Genesys integration support:

Stellar Team​

  • Integration setup and configuration
  • Troubleshooting Stellar-side issues
  • Variable mapping assistance
  • Performance optimization

Genesys Support​

  • Audio Connector setup
  • Architect flow design
  • Queue configuration
  • Genesys-specific issues

Your IT Team​

  • Network and connectivity
  • Security and compliance
  • Internal coordination
  • Change management

Next Steps​

Ready to integrate with Genesys?

  1. Verify prerequisites: Ensure Genesys requirements are met
  2. Prepare your agent: Complete testing and configuration
  3. Contact Stellar team: Initiate integration process
  4. Gather information: Collect queue names and requirements
  5. Coordinate with Genesys admin: Plan configuration changes
  6. Follow setup process: Work through configuration steps
  7. Test thoroughly: Validate everything works correctly
  8. Deploy gradually: Start small and scale up
  9. Monitor and optimize: Track performance and improve

The combination of Genesys Cloud and Stellar AI enables powerful customer service automation while maintaining the flexibility to involve human agents when needed.