Telephony — Genesys, Twilio

Telephony integrations bring real phone calls into Omniflow. Inbound calls can be answered by an AI agent, transferred to a human, or routed by skill. Outbound calls can be initiated programmatically or from the inbox.

Supported providers

Provider	Inbound	Outbound	Real-time AI agent	Recording sync
Genesys Cloud (CX as a Service)	✅	✅	✅	✅
Genesys Engage	✅	✅	❌	✅
Twilio Voice	✅	✅	✅	✅
RingCentral	✅	✅	❌	✅
Zoom Phone	✅	❌	❌	✅

For “real-time AI agent” support, the provider has to expose a Media Streams or equivalent SIP-WebSocket bridge.

Connect Genesys Cloud

Create an OAuth client in Genesys

In Genesys Cloud Admin, create a new OAuth client with the Authorization Code grant and the scopes:

conversations
users:readonly
routing:readonly
recording:readonly
notifications:readonly

Authorize Omniflow

In Omniflow, go to Settings → Integrations → Genesys Cloud → Connect. Paste the client ID and secret; click Authorize.

Pick a region

Genesys is region-locked. Pick the region that matches your org (US-East, EU-Central, AP-Southeast, etc.).

Map queues to Omniflow teams

Each Genesys queue maps to an Omniflow team for routing. You can change this later.

Decide what flows where

Event	Default behavior
Inbound call	Lands in inbox; voice trace synced.
Recording finalized	Audio + transcript synced; QA grader runs automatically.
Wrap-up code	Maps to an Omniflow tag.

Save and test

Place a test call to a Genesys queue mapped to Omniflow. The conversation should appear in the inbox within ~10 seconds of hangup; recording syncs once Genesys finalizes it (1-3 minutes).

Connect Twilio Voice

Twilio’s the path of least resistance for greenfield setups:

Get a Twilio number.
In Omniflow, Settings → Integrations → Twilio Voice → Connect — paste account SID, auth token, and the number.
Twilio’s voice URL is auto-configured to point at Omniflow’s runtime endpoint.
Place a test call.

For real-time AI agents, Omniflow uses Twilio Media Streams to bridge audio to the voice runtime.

Pointing a number at an AI agent

Once a provider is connected, you can route specific numbers to specific agents:

Setting	What it does
Number	The DID.
Agent	The Omniflow AI agent that answers.
Fallback	A team or human queue if the agent fails.
Hours	Business hours; outside hours route to voicemail or fallback.

A common pattern: AI agent answers, qualifies, then transfers to a human team if needed. The transfer is seamless to the customer and the conversation context follows.

Real-time voice agents use the same WebSocket runtime as practice calls in Training. Latency, voice quality, and tool calling are identical.

Many regions require explicit consent for call recording. Omniflow ships region-aware consent prompts you can prepend to the agent’s first turn:

“This call may be recorded for quality and training. Press 1 or say ‘yes’ to continue.”

Configure under Settings → Compliance → Consent prompts.

Don’t record without consent in jurisdictions that require it. Two-party-consent states (CA, FL, etc.) and many EU regions impose criminal penalties for recording without explicit, audible consent.

Common pitfalls

Pitfall	Fix
Genesys queue mapping wrong	Settings → Integrations → Genesys → Queues. Re-pull queues if missing.
One-way audio	Check provider Media Streams config; firewall can drop UDP.
Recordings not syncing	Verify the integration user has `recording:readonly`.
Outbound caller ID wrong	Set the per-team caller ID under Settings → Channels → Voice.

Open in Omniflow

If you want to…	Go to
Read the runtime architecture	Voice Runtime
Tune voice models	Voice Models
Set business hours	SLA & Business Hours