Do I have to migrate off Genesys?

No. Genesys stays your contact center. Open is an External Transfer destination in your Architect flows.

Does this work with PureCloud / PureConnect / Engage?

Yes — the Genesys Cloud CX External Transfer pattern is the supported integration. Older PureConnect / PureEngage installs typically have an SBC that can route to Open via SIP.

Do I need extra Genesys seats for the AI?

No. The AI is a SIP destination, not a Genesys agent.

Can the AI escalate to my Genesys queues?

Yes. SIP REFER returns the call to a Genesys queue with the transcript attached.

Will the AI know who is calling?

Yes — Open uses the Genesys Cloud Public API for caller context.

What does this cost on top of Genesys?

Genesys keeps invoicing seats and minutes. Open charges per resolved conversation.

Is the SIP signaling secure?

TLS and SRTP are both supported.

How long does setup actually take?

Inbound is typically 20–25 minutes once the Architect flow change is published.

Contact Center

Open for Genesys

Add Open as an External Transfer destination in a Genesys Architect flow and the AI picks up — Genesys keeps owning queues, skills, and reporting.

Try now

Setup time: Under 25 minutes
Auth: Digest credentials or BYOC trunk
Directions: Inbound · Outbound · Call transfer
Pricing: Included with Open

01 — Overview

Can I add an AI phone agent to my Genesys Cloud CX setup?

Yes. Genesys Cloud Architect supports External Transfer to a SIP URI; Open joins as that destination. Your queues, skills, and analytics stay in Genesys.

Genesys Cloud CX remains the contact center. Architect flows, queues, skills, ACD routing, and the Genesys Admin console all stay in place. Open joins as a SIP destination — practically that means an External Transfer action in an Architect flow that sends the leg to Open. Opted-in calls flow through Open; everything else keeps working in Genesys untouched.

For inbound, the cleanest pattern is to drop an External Transfer action into an Architect flow at the point you want AI to take over — after a self-service branch, on overflow, after hours, or on a specific intent. Architect handles the routing decision; Open answers the leg.

For outbound, Open opens a SIP session against a BYOC trunk attached to your Genesys org or a Genesys-supplied SIP host using digest credentials. Outbound calls show in Genesys analytics with the caller IDs you have approved.

What the AI does on the call: it listens, reasons over your knowledge base and connected tools (Salesforce, ServiceNow, Zendesk, Genesys Cloud Public API for contact lookups), and acts. When the AI needs a human, it warm-transfers back to a Genesys queue via SIP REFER with the live transcript and detected intent attached.

Billing stays predictable. Genesys keeps invoicing your Cloud CX seats and any Genesys-supplied carrier minutes. Open charges per resolved conversation, with no markup on Genesys minutes and no extra Genesys seats needed for an AI front-line.

What stays the same on Genesys

Genesys queues and skills
Existing queues, skills, and ACD rules stay in place.
Architect flows
Your flows still own routing decisions; Open is one External Transfer destination.
Genesys Admin and analytics
Reporting, recording, and quality management continue.
Numbers and DIDs
Numbers stay on Genesys (or your BYOC carrier).

What's new with Open

An External Transfer destination
On the Architect flow branch you opt-in, Open becomes the SIP target.
AI handles the conversation
On opted-in branches, the AI greets, listens, calls your tools, and replies in natural speech.
Transfers carry context
Escalations to a Genesys queue receive the live transcript via SIP REFER.
Pricing model
Open per resolved conversation. Genesys seats and minutes stay invoiced by Genesys.

02 — Why this works

The native Genesys experience

Native Architect integration
Open plugs into Architect via the standard External Transfer pattern — no custom development required.
Per-flow opt-in
Pick exactly which Architect flow branches get AI.
Genesys Cloud API for context
Open uses the Genesys Cloud Public API to look up callers and post call notes.
Warm transfer back to Genesys queues
AI escalations come back into a Genesys queue via SIP REFER with the transcript attached.

03 — Setup guide

Wire up Genesys in under 25 minutes

Two trunks — one inbound, one outbound. Both configurable from Settings → SIP in the Open dashboard.

1
Open Settings → SIP
Open the inbound trunk configuration.
2
Pick a SIP region
Choose Global, US, EU, or APAC.
3
Copy the SIP credentials
Grab the SIP endpoint, username, and password.
4
Pick the Architect flow target
Decide which Architect flow branch should route to AI.
5
Add an External Transfer action
In Architect: edit the flow → add 'Transfer to External' → enter Open's SIP URI as `sip:open-uri`.
6
Connect Genesys Cloud OAuth
In Open: Settings → Integrations → Genesys → authorize an OAuth client with read-only access to contacts.
7
Add the matching numbers to Open
Under Phone Number (DID), add the Genesys DIDs that fronted the flow.
8
Assign numbers to an AI agent
Channels → Phone → Agents → assign DIDs.
9
Place a test call
Dial a Genesys number and confirm Open answers when the flow branches to AI.

04 — Configuration

Settings → SIP, at a glance

A real inbound trunk for Genesys looks something like this. Yours are generated when you open Settings → SIP.

Inbound trunk · Genesys

Sample

SIP endpoint: sip.us.opencx.comUS region
Transport: TLSrecommended
Architect action: Transfer to External
Username: open_inbound_gncs…
Password: ••••••••••••••••

05 — Security

Encrypted, audited, refundable

SIP over TLS for signaling, SRTP for media. Every call is logged with full reasoning traces. SOC 2 Type II, GDPR-aligned, HIPAA- and PCI-ready. Backed by the Open $2M Refund Guarantee.

06 — FAQ