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We run Genesys CX Cloud with Salesforce Voice via the latest connector and want to pilot Salesforce Agentforce Voice.

As far as we can tell, Agentforce Voice sits on top of the existing Service Cloud Voice Partner Telephony model - so Genesys keeps terminating the SIP trunk, and the call reaches Salesforce over the certified Partner Telephony connector (streaming API), not a direct SIP trunk into Salesforce. No new trunk should be needed.

Open question: does the connection already expose the Agentforce Voice streaming API, or does that require an AppFoundry update/separate listing?

Hi Mario,

I checked the current Genesys CX Cloud documentation and Salesforce's Agentforce Voice documentation.

I would not assume that the existing CX Cloud Voice / Partner Telephony connector already exposes an Agentforce Voice streaming API.

The current Genesys Voice package is documented as the Partner Telephony integration for the human-agent experience - contact center configuration, voice interactions, VoiceCall synchronization, call controls and ACW. I couldn't find anything in the current CX Cloud documentation stating that the same connector exposes Agentforce Voice directly.

For Genesys specifically, Salesforce currently documents Agentforce Voice with SIP. In that model, the call enters Genesys and Genesys transfers it to the Salesforce Agentforce Voice SBC over SIP. If the Agentforce agent escalates to a human, the call is returned to Genesys and then routed to the rep through Salesforce Voice.

So the documented architecture is closer to:

Caller → Genesys → SIP → Agentforce Voice → Genesys → Human Agent / Salesforce Voice

rather than:

Caller → Genesys → existing CX Cloud streaming connection → Agentforce Voice

Salesforce also publishes Genesys-specific SBC endpoints and regional mappings for this SIP integration, which confirms that Genesys is a supported Agentforce Voice with SIP partner.

I also don't see a requirement in the current documentation for a separate AppFoundry listing or a replacement CX Cloud package specifically for Agentforce Voice.

So I would summarize it as:

Existing CX Cloud connector: still used for Salesforce Voice / human-agent integration.
Existing connector automatically exposes Agentforce Voice streaming: not documented.
Separate AppFoundry listing: not documented as required.
Additional Agentforce Voice SIP configuration toward Salesforce: yes, for the currently documented Genesys integration model.

The only adjustment I would make to your assumption is therefore the "no new trunk" part: you don't necessarily need another carrier/PSTN trunk, but the documented SIP model does require additional SIP connectivity between Genesys and the Salesforce Agentforce Voice SBC.