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Decide whether your integration needs an external call transfer or a carrier trunk. Threetone does not have a released Genesys Cloud connector, and an existing carrier connection does not create an agent media adapter.

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Before you begin

Identify the Genesys organization, flow and queue owners, telephony site, carrier, and the intended destination. For a trunk-based design, review Genesys BYOC Cloud, which connects the Genesys media tier to an external carrier through SIP trunks.

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Review the integration boundary

1

Choose the call path

Draw the current queue-to-destination route. Mark whether the proposed change is a transfer within a flow or a change to external trunk routing. Keep the existing staffed queue and its error behavior visible.
2

Inventory the telephony objects

For BYOC Cloud, review the external trunk, site, number plan, and outbound route with the Genesys administrator. Obtain the actual carrier signaling and media requirements rather than reusing a dashboard URL.
3

Map the receiving side

Compare a proposed SIP destination with the SIP reference. Require a released runtime ingress, agreed authentication, and an executable agent version before considering the route ready.
4

Specify acceptance and rollback

Plan transfer rejection, no answer, two-way audio, caller identity, disconnect, and fallback checks. Record which provider configuration returns traffic to its previous destination.

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Failure handling

If a call takes the wrong route, inspect the selected number plan, outbound route, and trunk before changing agent behavior. If the destination answers but audio fails, inspect the media path separately from signaling. Keep the Genesys conversation identifier and the destination’s call identifier in the same redacted incident record. A BYOC trunk can support an existing carrier design without making that design compatible with Threetone. Treat compatibility as a deployment result to establish, not an inference from the presence of SIP.

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Frequently asked questions

No. It configures a Genesys carrier boundary. The receiving agent runtime and its integration require separate implementation and verification.
No. The phone API has no Genesys-specific import variant. Review any SIP candidate against the generic contract and current runtime limits.