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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 provider currently:
  • Genesys Audio Connector - Genesys Cloud Audio Connector integration for voice calls

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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 The connection between an agent/environment and a phone config. Multiple agents can attach to the same phone config, allowing you to share phone integrations across your organization.
  • Environments Agents can attach their draft or live environments to phone configs. Each attachment is independent, allowing for separate testing and production configurations.

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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.