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Phone calls and live assist are in beta. If Connection credentials isn’t shown, audio streaming isn’t available to you yet, and Use Genesys transcription works without it.
Each Genesys Cloud call you stream to OpenCX becomes a phone session with its transcript and a summary. While the call is live, the agent sees suggestions in the OpenCX Assist panel.

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What you get

Agents transfer these calls in Genesys: OpenCX refuses its own transfer on them. If the connection needs reconnecting or is turned off when a call’s end never arrives, OpenCX closes the call 24 hours after it started; reconnecting sooner closes it with the real end time.The session shows who called and for how long, and matches the caller to a contact by phone number. A finished call runs your phone call workflows and counts in phone reports. Your agents handle these calls, so they never count as AI resolutions or use AI minutes.
The transcript is written live with sensitive data redacted. When the call ends, OpenCX adds a summary, sentiment and your auto-tags, then brings over the Genesys recording, retrying for up to 24 hours. Disconnecting or moving to another Genesys organization stops the retries.
The panel shows saved replies, knowledge snippets, compliance alerts, a suggested reply, a next step and a rolling summary. A next step tied to one of your actions offers Run, and nothing runs until the agent confirms. Suggestions with no source are marked Unverified.
With wrap-up suggestions on, Apply code sets the suggested code and notes on the agent’s call. Finished Genesys surveys record their score on the session, and OpenCX skips its own survey while one is out.

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Set it up

You must go live first.
1

Create credentials

In Settings → Ticketing → Genesys Cloud → Connection → Live phone assist, click Create beside Connection credentials, then Confirm. Copy the API key, Client secret and Connection URI. They’re shown once.
2

Turn it on

Turn on Enabled.
3

Add AudioHook Monitor in Genesys Cloud

Install AudioHook Monitor from AppFoundry. As of November 2026, AppFoundry lists it at €0.0040 per streamed minute with a one-month trial, billed by Genesys. Check the listing for your current price. In Admin → Integrations, add the integration, enter the connection URI, API key and client secret, and activate it.
4

Choose which calls stream

Turn on audio monitoring for your queues, or use the Audio Monitoring action in an Architect call flow.
5

Turn off shadow mode

New organizations start in Shadow mode, where suggestions are saved but agents don’t see them. You can’t review saved suggestions yet. Turn it off when you’re ready. Agents use the Assist panel.

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Options

All of these are under Live phone assist. Transcription mode follows calls only on queues with voice transcription turned on in Genesys. Their calls become phone sessions once an agent answers, and other queues are left alone. A queue you turn transcription on for later is picked up within a day, or at once if you turn Use Genesys transcription off and on. Lines arrive a few seconds later, and there are no long-silence alerts.

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Let the AI answer calls

Your phone agent can answer a Genesys Cloud call first and pass it to a person when needed. Live phone assist then carries on with the same session. You need the Audio Connector app from Genesys AppFoundry, with its Bring Your Own Technology rate on your Genesys subscription. Genesys charges per streamed minute, on top of your OpenCX voice minutes. BYOC Premises and premises-based Edge aren’t supported.
1

Choose the agent

In Genesys Cloud → Connection → AI on calls, choose the Phone agent, then turn on AI answers Genesys calls.
2

Add Audio Connector in Genesys Cloud

Install Audio Connector. Add the integration with the Base Connection URI, and the API key and client secret from Live phone assist. Activate it.
3

Add it to your call flow

Add a Call Audio Connector action with the Connector ID. Add outputs for opencx_outcome and opencx_session_id.
4

Route what comes back

If opencx_outcome is handoff, use Transfer to ACD. If it’s completed or caller_left, use Disconnect. Send the action’s Failure path to Transfer to ACD too, so a caller is never stranded.
The AI handles a call once, however many times your flow runs the action. A call it hands to a person never counts as an AI resolution. It hands off by itself before Genesys’s 15-minute stream limit, so ask Genesys Care for a longer limit if your calls run longer. To also stream the agent’s part, turn on audio monitoring for the queue. The agent’s own transfer destinations don’t apply on these calls, because your flow does the transfer.

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Recordings

Recordings need a Genesys recording policy and recording:recording:view. Filling gaps in a transcript also needs speech and text analytics on your Genesys plan and speechAndTextAnalytics:data:view, which you add to the role yourself. If a recording can’t be brought over, Health on the Setup tab shows Call recordings with the reason.

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Security and privacy

  • OpenCX refuses a connection with a wrong signature or from a different Genesys organization.
  • Agents see suggestions only for calls they’re on.
  • During a secure pause, no audio reaches OpenCX.
  • OpenCX doesn’t store the streamed audio. The transcript, summary, suggestions and Genesys recording stay with the session.

Assist panel

The OpenCX panel in the agent workspace.

Troubleshooting

Connection and delivery problems.