Test IVR and agent transfers in Preview

Status: Current | Last reviewed: 2026-10-12

Enable Telephony in expanded Preview to call your contact center from the test phone. You hear its IVR, use the keypad, and continue through its normal routing to a human agent.

Turn Mock Caller off first. Telephony is disabled while it is on because simulated callers do not yet support the IVR portion of a call.

Call a Genesys number

  1. Open an agent, open Preview, and select Full-screen preview.
  2. Turn on Telephony.
  3. In the Telephony widget to the left of the phone, use Integration to choose an active SIP connection.
  4. Use Phone number or call flow to search by number, IVR name, or flow. Open its dropdown to browse; each result shows the phone number and its route/flow names. Arrow keys and Enter also select a result. You can also type a number manually. Include + and the country code.
  5. Optionally enter Ani in Template Variables in the left column. This is the same caller-number field used by normal Preview, including its country code.
  6. Tap the phone's usual call-start banner or home screen to call the selected route. Use Keypad for IVR options. Follow the IVR to reach its queue or human agent; the call stays in the phone.
  7. Select End when finished.

Phone label overrides the name shown on the handset. Leave it blank to use the open agent's name. Changing this label does not change the destination, ANI, or provider call flow. The override is remembered with your routing settings in this browser tab.

The selector lists numbers assigned to active Genesys IVR routes with an assigned flow. Opening hours, holiday routing, queues, and available agents still govern where a call goes. It does not select an individual human agent. Telephony uses your provider's live, published routing; changes to the open AI Studio draft do not override that routing.

If number discovery fails, you can still type a number manually. Refresh reloads the connection and destination lists. An administrator can enable discovery by adding Genesys OAuth credentials with routing:callRoute:view permission in the relevant divisions.

The chosen connection, destination, and Connect flow are remembered for your user and tenant in this browser tab. ANI and other variables belong to the current Preview, so a remembered destination does not override caller context. The phone keeps its normal home-screen call-start experience. Integration and destination controls remain visible in the widget and are disabled during the call or recording. Variables are also disabled during the call. To turn Telephony off, return to expanded Preview and use its switch. Collapsing Preview turns Telephony and the other switches off, ending an active telephony test. Reopening full-screen starts with every switch off; your saved integration, destination and phone-label override remain available.

The widget shares Mock Caller's rounded styling. With Show AI Activity on, equal-width side columns surround the centered phone; AI Activity matches its height. Template Variables sits beneath the controls, switches to one field column when needed, and scrolls internally to stay within the phone height. On narrow screens, the controls appear above the phone in a scrolling area.

Caller identity

Genesys and Five9 calls request the entered ANI through the configured SIP trunk. Identity preservation depends on the trunk accepting that caller ID. Leave the ANI field empty to use the trunk's defaults. Check an ANI-dependent flow with the actual integration before relying on caller lookup results.

Amazon Connect

Select an Amazon Connect integration in the Telephony widget, then search or browse Call flow. The call starts at that flow with browser audio, so you can test its IVR and normal routing to agents without dialing a public number.

For these browser calls, the entered ANI is passed as the ani and caller_id_number contact attributes. Your flow must use those attributes for caller lookup. This does not set the native phone caller endpoint. The Allianz - Producer Support flow supports both phone and Preview calls. For its Salesforce transfer, enter Ani with a country code. Leave Dnis blank: the configured flow supplies +1 866-898-5617 automatically. Preview checks the destination before starting the call. A missing ANI, conflicting DNIS or unavailable Salesforce routing connection produces an error at that point; correct it and start again. Ask an administrator to check the flow's Preview destination mapping if a routing configuration error persists. The representative still needs to be available to accept the transferred call. You can reopen the shared Preview link and start a new call with its saved flow. Other nonempty Preview variables are sent as Connect contact attributes. For SIP calls, ANI is the supported caller override; arbitrary Preview variables do not override the provider's IVR data or its published AI configuration.

Amazon Connect SIP entry is not configured by this switch. It requires additional AWS telephony setup and access through your AWS account team.

For flows that reach TrueServe through the configured Voice Connector, leave SMS off to receive authentication links and visual-companion messages inside the preview phone. If real-SMS testing is available, turning SMS on selects real delivery and requires Ani. The agent still requests messaging consent. These preview delivery settings do not apply to KVS-only audio integrations.

When Customer Authentication has Simulate authentication in Preview enabled, leave SMS off and open the verification link during the call. The mock authentication appears inside the preview phone's browser. Turning SMS on or disabling simulation uses real authentication, which opens a separate browser tab. Changes apply to new calls and verification links; links already issued for real authentication do not become mock links.

Record the test

Enable Recording, select the integration and destination in the Telephony widget, and select Test & Record in the Recording widget. Its status, Record, Stop, and download buttons stay in that widget; the Preview header stays the same. Both sides of the call use the existing MP4 recording path. Krisp automatically removes background noise from the caller's recorded audio; the AI voice keeps its original audio. No additional setting is needed. The Telephony widget and variables stay outside the recorded area. Keep the phone and any included AI Activity panel visible until the recording is complete.

Before a Genesys or Connect call reaches the AI agent, AI Activity displays Waiting for call to connect to AI agent.

Show AI Activity is included in the recording when enabled. On Genesys and Connect calls, it automatically follows the provider conversation when routing reaches a TrueServe agent. You can inspect the AI transcript, tool inputs/results, and Conversation Start/End workflow actions. End workflows keep updating after you hang up while the panel stays open.

Provider IVR and human-agent activity outside TrueServe are not exposed in that panel. AI Activity follows the first TrueServe AI conversation reached by a Connect call. It is not yet available for Five9 calls.

See also