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# Genesys Cloud voice

What the Audio Connector trigger on a Genesys Cloud connection is for, what a phone call routed through it does today, and where to put an agent on the phone instead.

A Genesys Cloud connection carries two triggers. **Bot Connector** is chat,
covered in [Genesys Cloud chat](/docs/agents/genesys-chat). **Audio
Connector** is the trigger for phone calls that a Genesys call flow streams
to an agent. This page says what that trigger is for, what a call routed
through it does today, and how to put an agent on the phone instead.

## What the agent can do on Genesys Cloud voice

| Capability | Supported                                                                                  |
| ---------- | ------------------------------------------------------------------------------------------ |
| Voice      | A call routed through a **Call Audio Connector** action is not answered by the agent today |
| Text       | Yes, through **Bot Connector**. See [Genesys Cloud chat](/docs/agents/genesys-chat)        |
| Inbound    | No                                                                                         |
| Outbound   | No                                                                                         |
| Handoff    | No                                                                                         |
| Media      | No                                                                                         |

## What the trigger is for

The **Audio Connector** card on the connection's **Triggers** tab reads
**Phone calls reach the agent whose ID is set as the Connector ID in
Architect.** Genesys Cloud's Audio Connector is an integration installed from
Genesys AppFoundry. It needs **BYOT Rate E** enabled on the organization, an
**Inbound Call Flow** in Architect with a **Call Audio Connector** action
whose **Connector ID** is the agent's id, and three values from the
connection: a **Base Connection URI**, an **API Key** and a **Client
Secret**. Genesys caps such a call at 15 minutes by default.

Today a call that reaches a **Call Audio Connector** action is not answered by
the agent. The three values are in the Connections view: add `?tab=connections`
to the agent's address, press the more button on the **Genesys Cloud** row,
open the **How to connect** tab and find **Voice (Audio Connector)**. **Base
Connection URI** is shown as is. **API Key** shows **Not set up yet** until
you press **Set up voice**; **Set up voice** (later **Generate new keys**)
shows the **API Key** and **Client Secret** once, and any older keys stop
working.

## Connect

The connection is the one described in
[Genesys Cloud chat](/docs/agents/genesys-chat): **Add Channel**, **Genesys
Cloud** under **Support & Service**, then **Connection name**, **Region**,
**OAuth Client ID** and **OAuth Client Secret** on the **Configure** tab.
Connecting once gives the connection both triggers, and the dialog's
**Triggers** tab shows both cards.

![The Triggers tab with the Audio Connector card](/docs/images/agents/genesys-voice/1.png)

## Put an agent on the phone

Connect a Twilio phone number to the agent. Callers reach the agent on that
number, hear its greeting in its own voice, and the call lands in
**Conversations** like a playground call. The steps are in
[Voice with Twilio](/docs/agents/voice-twilio).

For a call that starts inside Genesys Cloud and should end with a person, use
the chat trigger for the conversation and the flow's `escalate` branch for the
queue; see [Genesys Cloud chat](/docs/agents/genesys-chat).

## Disconnect

Disconnecting the connection is the same action as on the chat page: the
row's **Disconnect**, the dialog **Disconnect channel?**, and the toast
**Channel disconnected**. Nothing changes in Genesys Cloud; an Audio
Connector integration you installed there stays until you remove it.

## FAQ

### How do I get an agent to take phone calls?

Connect a Twilio phone number to it; see
[Voice with Twilio](/docs/agents/voice-twilio). The Genesys **Audio
Connector** trigger is described above.

### Does the chat trigger work on the same connection?

Yes. **Bot Connector** and **Audio Connector** are independent triggers on
one connection; see [Genesys Cloud chat](/docs/agents/genesys-chat) for what
the chat side needs.

### Is a Genesys call charged?

A call that is not answered starts no conversation and is not charged.

## Related

- [Genesys Cloud chat](/docs/agents/genesys-chat): the trigger on this connection that carries conversations
- [Voice with Twilio](/docs/agents/voice-twilio): the phone channel that answers calls
- [Channels overview](/docs/agents/channels-overview): every channel side by side
- [Test your agent](/docs/agents/test-your-agent): the **Call** a phone call behaves like
- [Voices and language](/docs/agents/voice-and-language): the voice a caller hears on a phone channel