> ## Documentation Index
> Fetch the complete documentation index at: https://developer.watson-orchestrate.ibm.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Overview

**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.

## 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)

## 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.

## 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.