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Phone channels let your watsonx Orchestrate agents connect with users through voice/phone integrations. By setting up phone configurations, you enable the same agent to handle phone calls through contact center platforms like Genesys Audio Connector. A phone channel acts as a communication endpoint where users interact with your agent via phone calls. Phone channels are global resources that multiple agents and environments can share. Each phone config includes its own credentials and provides webhook configuration details for integration with your phone provider.

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Supported phone configuration types

watsonx Orchestrate ADK supports the following phone service providers:
  • Genesys Audio Connector - Genesys Cloud Audio Connector integration for voice calls
  • SIP Trunk - Standard Session Initiation Protocol integration for connecting to SIP providers (e.g. Twilio)

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Key concepts

  • Phone Config A global configuration that defines the phone integration settings and credentials. Phone configs are not tied to specific agents or environments.
  • Agent Attachment (Genesys only) The connection between an agent/environment and a Genesys Audio Connector phone config. When you attach an agent, you receive webhook configuration details to set up in Genesys Cloud. Multiple agents can attach to the same phone config.
  • Phone Number Management (SIP only) SIP trunk configurations support associating specific phone numbers with the config. Phone numbers can optionally be routed to specific agents by specifying an agent and environment when adding the number.
  • Environments Agents can connect their draft or live environments to phone configs. For Genesys, this is done via attachments. For SIP, this is done by associating phone numbers with specific agent/environment pairs.

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Prerequisites

Before setting up phone configurations, ensure you have:
  • Agent with voice configuration enabled
  • Phone service provider account (e.g., Genesys Cloud)
  • API credentials from your phone provider
Use the watsonx Orchestrate ADK to create, configure, and manage phone configurations for your agents.