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Simple AI connects to Genesys over a SIP trunk. Genesys keeps routing, queues, agent state, and reporting; Simple AI handles the conversations you route to it and hands them back when a person is needed. Both Genesys Cloud (BYOC Cloud or BYOC Premises) and Genesys Engage / PureConnect work — Engage peers through SIP Server or an SBC.

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What You Can Do

  • Inbound routing — an Architect flow answers the call, then transfers to Simple AI’s SIP endpoint when the AI should handle it.
  • Outbound campaigns — the Genesys dialer manages pacing, DNC, and answering machine detection, then transfers connected calls to Simple AI.
  • Direct outbound — Simple AI places calls through the trunk with your existing caller ID.
  • Live agent escalation — Simple AI transfers the call back to a Genesys queue, skill, or agent.
  • Context on transfer — call metadata rides along in X- prefixed SIP headers for screen pop and CRM lookup.

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How It Connects

  1. Genesys receives the call and runs its normal IVR and routing logic.
  2. An Architect transfer sends the call to Simple AI over the trunk.
  3. Simple AI runs the conversation and, when escalation is needed, transfers back to a Genesys destination.
  4. Genesys queues the call and delivers it to an agent with the transferred context.

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Setup

  1. Create an external trunk in Genesys (BYOC Cloud, BYOC Premises, or an Engage SIP trunk) pointing at Simple AI’s SIP endpoint.
  2. Allowlist Simple AI’s signaling and media IPs, and give your account team the Genesys endpoint and auth details.
  3. Add the transfer to Simple AI in the Architect flow that should hand off to the AI, and a return destination for escalation.
  4. Test inbound, outbound, and escalation, checking caller ID, audio, DTMF, and the metadata the agent receives.
Your account team configures the Simple AI side. Contact support@usesimple.ai to get started.