Hi,
We are currently working on a POC integration between Genesys Cloud and Salesforce Agentforce Voice Bot using SIP trunking via Salesforce Service Cloud Voice, and wanted to check if anyone in the community has implemented or attempted a similar setup.
Our scenario:
1. We are on Genesys Cloud Voice (managed telephony)
2. Calls land on a specific DID in Genesys Cloud
3. That DID needs to be routed to a Salesforce Agentforce Voice Bot over SIP
4. If the bot cannot resolve the query, the call should escalate back to a live agent on Genesys CX Cloud
What we have done so far:
- Raised a Genesys Support case - Support confirmed there is no specific documentation on the Genesys Resource Center for this integration pattern and recommended engaging Professional Services
- Reviewed the Salesforce developer documentation: Configure SIP Trunking for Agentforce Voice
- Identified that on the Genesys side we need to configure: a dedicated Site, a BYOC PBX External Trunk, DID assignment, and an Architect Inbound Call Flow with DNIS-based routing
Key questions we have:
- Has anyone configured a BYOC PBX trunk from Genesys Cloud to Salesforce Service Cloud Voice (SBC endpoint)? If yes, what SIP transport and codec settings worked for you?
- How did you handle the escalation return leg - when Salesforce sends the call back to Genesys for live agent routing?
- We are on Genesys Cloud Voice - did adding a BYOC Cloud trunk require any additional subscription/licence changes or incur extra cost?
- Did adding a new Site and BYOC trunk cause any impact to your existing working Genesys Cloud Voice setup?
- Is there any community blueprint or reference architecture for this specific Genesys ↔ Agentforce SIP pattern?
Any guidance, lessons learned, or reference configs from anyone who has done this would be extremely helpful.
#Integrations------------------------------
Prasoon Pandey
NA
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