Voice Bot Setup
The following steps must be performed by the customer, to connect their Genesys Cloud to a telephone system so incoming calls can get routed to your bots. These steps are provided for planning purposes, since the maintenance of the Genesys Cloud and the telephone systems must be performed outside of the Aisera Gen AI platform.
To connect your Genesys Cloud to the Aisera Voice Gateway platform so that calls can be transferred to Aisera IVR channels, complete the following steps:
Activate BYOC Cloud Add-on in Genesys Cloud Account
The following procedure describes how to activate the BYOC Cloud Add-on in your Genesys cloud account.
Log in to your Genesys Cloud as a user with Organization Admin privileges.
In the top-level menu, select Admin.
Under Account Settings, select Genesys App Foundry.
After navigating to the Genesys App Foundry, make sure you are logged in and in the right region.
Search for and select the BYOC Cloud application.
Check to see if you have purchased the application. If not, follow the instructions to add it to your subscription.
Add External Trunk to Genesys Cloud Account
The following procedure describes how to add an External BYOC Trunk to your Genesys Cloud account that is integrated with the Aisera Voice Gateway.
Log in to Genesys Cloud as a user with Telephony Admin privileges.
In the top-level menu, select Admin.
Under Telephony, select Trunks.
Click the Create New button.
For External Trunk Name, enter the name of the External Trunk (such as, Aisera Voice Gateway).
For Type, select BYOC Carrier, and then Generic BYOC Carrier. The detailed trunk configuration settings will be displayed.
Select the site where your telephone trunk (internal phone system) is located.
For Protocol, select TLS.
For the field Inbound SIP Termination Identifier, under Inbound / Termination, enter a unique alphanumeric string that will be used to identify the trunk (such as, <customer-name>-trunk).
After entering the value, an Inbound Request-URI Reference section appears below the entered value.
Note: The FQDN Method value is displayed in the section. Copy the hostname part of it for future use (during the Aisera Gateway platform configuration). For example, for FQDN Method INVITE:
sip:
+xxxxxxxxx@<customer-name>-trunk.byoc.usw2.pure.cloud. The hostname part is <customer-name>-trunk.byoc.usw2.pure.cloud.
Under SIP Servers or Proxies, add the SIP server that you received from your Aisera team.
Under SIP Access Control, add the IP that you received from your Aisera team.
Click Save External Trunk to save the new trunk.
Create Outbound Route and Number Plan
The following procedure describes how to create the Outbound Rule in the Site within your Genesys Cloud account that routes calls via the External Trunk you created in the previous step.
Log in to Genesys Cloud as a user with Telephony Admin privileges.
In the top-level menu, select Admin.
Under Telephony, select Sites.
Select the Site where you have added the new trunk.
Navigate to the Number Plans tab.
Create a new number plan.
Under Match Type, select a Regular Expression.
Under Match Expression, leave it as
^()$for now. If you have created IVR channels on your Aisera platform, you can add the Phone Extension field from each channel
in the following format:
^(<ext1>|<ext2>|<ext3>)$
Under Classification, add a classification name for the plan. You will use that in the routing below.
Save the number plan.
Select the Outbound Routes tab.
Create a new Outbound Route
Under External Trunks, select the Trunk that you created above.
Under Classifications, add the classification of the number plan you created.
Click Save Outbound Rules to save your updated configuration.
Create a Call Flow that Transfers Out
Log in to your Genesys Cloud as a user with Telephony Admin privileges.
In the top-level menu, select Admin.
Under Architect, select Architect.
Add a new flow.
Select the 3 dots in the Main Menu → Toolbox → Transfer → Transfer to Number windows.
Select an option for this transfer and as the Number, add the extension you created in the Aisera platform. After you have created an IVR channel, you must include it in the Number Plan.
Make sure you also delete / move the default disconnect node.
Map the call flow to a number
Log in to Genesys Cloud as a user with Telephony Admin privileges.
In the top-level menu, select Admin.
Under Telephony, select DID numbers.
Go over to the DID Ranges tab, and create a DID range that contains the numbers you want to assign to the call flow.
Go over to the DID Assignments tab and click on the numbers you want to assign to the flow.
Click Assign.
On the tab shown to the right, select Call Flow as the Assignee Type.
Select the flow you created as the Assignee.
Putting it all together
After your configuration is complete, a call received on one of the assigned numbers triggers the configured call flow.
From there, the call will be transferred out, targeting one of Aisera’s IVR channel extensions.
The extension target will be identified by the number plan and use the external BYOC trunk to transfer the call.
The external BYOC trunk is pointing to your Aisera Voice Gateway that will receive the call and assign it to the bot that is associated with the IVR channel.
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