> ## Documentation Index
> Fetch the complete documentation index at: https://docs.threetone.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Genesys Cloud

> Review Genesys Cloud transfer and BYOC Cloud boundaries before preparing a future Threetone telephony integration.

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.

## 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](https://help.genesys.cloud/articles/about-byoc-cloud/), which connects the Genesys media tier to an external carrier through SIP trunks.

## Review the integration boundary

<Steps>
  <Step title="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.</Step>
  <Step title="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.</Step>
  <Step title="Map the receiving side">Compare a proposed SIP destination with the [SIP reference](/agents-platform/deploy/telephony/sip-reference). Require a released runtime ingress, agreed authentication, and an executable agent version before considering the route ready.</Step>
  <Step title="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.</Step>
</Steps>

## 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.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Does enabling BYOC Cloud connect an agent automatically?" id="genesys-faq-byoc">No. It configures a Genesys carrier boundary. The receiving agent runtime and its integration require separate implementation and verification.</Accordion>
  <Accordion title="Should I import provider: genesys?" id="genesys-faq-provider">No. The phone API has no Genesys-specific import variant. Review any SIP candidate against the generic contract and current runtime limits.</Accordion>
</AccordionGroup>


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