CCaaS routing to agents

Status: Current | Last reviewed: 2026-07-20

Use this page when a CCaaS platform should send calls or agent-assist audio to one specific TrueServe agent.

TrueServe setup

  1. Create or edit the platform integration in Integrations and enable the Telephony capability.
  2. Open the target agent draft and click Publish.
  3. In CCaaS Availability, check the Telephony-capable integration that may route traffic to this agent.
  4. Publish the draft.

TrueServe rejects inbound CCaaS traffic by default. A call is accepted only when the platform can be identified and the validated integration is enabled for the target agent.

Genesys Cloud

Use the Genesys row when Genesys sends AudioHook, Audio Connector, or SIP/BYOC traffic to TrueServe.

  1. In Integrations, create or edit a Genesys integration and enable Telephony.
  2. Enter the Genesys Organization ID. This must match the X-Genesys-Organization-Id value Genesys sends to TrueServe.
  3. Enable the connection modes your Genesys org uses, such as audiohook, audio_connector, sip, or api.
  4. Publish the agent and enable this Genesys integration in CCaaS Availability.
  5. For AudioHook routing, click Configure mapping from the checked Genesys row. Add routing rules for ANI, DNIS, or ANI Name when multiple agents share the same Genesys org. Set a default agent when one agent should catch unmatched calls.

Regex mapping rules use RE2 syntax and are evaluated in linear time. Keep each pattern to 256 characters or fewer; a mapping can contain at most 32 regex rules. Lookarounds and backreferences are not supported, and an invalid pattern is rejected when you save the mapping.

In Genesys, point the relevant AudioHook, Audio Connector, or BYOC flow at the TrueServe endpoint your deployment team provides. Include the Organization ID and any shared secret/API key configured on the TrueServe integration.

Custom routing properties (AudioHook)

If your source connection sends extra properties in the AudioHook open message (as inputVariables), you can route on them in the same mapping dialog:

  1. In Custom Properties, click Add Property and define each property your source sends — a key (must match the inputVariables name exactly, e.g. queueName), an optional display label, and an optional description.
  2. When adding a rule, choose the Custom Property field type, then pick a defined key from the suggestions — or type any key that isn't defined yet (a "Key not defined above" hint appears, but the rule still works).
  3. Custom property values are matched as plain text (no phone-number normalization) with the same operators as other rules.
  4. The Test Rule Evaluation panel shows an input for each defined or rule-referenced custom property so you can verify routing before saving.

Calls that don't include inputVariables are unaffected — standard Genesys AudioHook traffic keeps routing on ANI/DNIS/ANI Name. Properties sent with the call are also available to the agent at runtime as session variables.

Amazon Connect

Use an Amazon integration with Telephony enabled when Connect reaches TrueServe through the Chime Voice Connector/SIP path or when you test with the standalone emulator.

  1. In Integrations, create or edit an Amazon integration and enable Telephony.
  2. Set the AWS region and Connect Instance ARN. TrueServe uses the ARN as the platform identifier and derives the instance ID from it for emulator flows.
  3. If the emulator should start a specific Connect flow by default, set Default Contact Flow ID.
  4. Publish the agent and enable this Amazon Connect integration in CCaaS Availability.

The standalone emulator proxies Connect requests only through an active Amazon Connect integration in your current tenant. Disabling or deleting the integration also disables that proxy path, even when the TrueServe runtime has its own AWS role.

For inbound platform traffic, Amazon Connect must send the same source ARN that is saved on the TrueServe integration. If calls are rejected after publishing, verify the integration ARN, the agent's CCaaS Availability selection, and the Connect flow or Voice Connector path that forwards the call.

Five9 SIP

Use a Five9 integration with Telephony enabled when Five9 sends calls through a BYO SIP trunk.

  1. In Integrations, create or edit a Five9 integration and enable Telephony.
  2. Enter the Five9 primary SBC IP and any tenant, OTG, transport, codec, and CIDR values your Five9 administrator provides.
  3. Publish the agent and enable this Five9 integration in CCaaS Availability.
  4. In Five9, route the campaign, skill, or call treatment to the SIP trunk and destination supplied by your TrueServe deployment team.

Five9 SIP routing is normally trunk based. If several agents share the same trunk, coordinate the trunk or header routing pattern with your TrueServe administrator before enabling production traffic.

Five9 VoiceStream

Use a Five9 integration with Telephony enabled when Five9 streams agent-assist audio to TrueServe.

  1. In Integrations, create or edit a Five9 integration and enable Telephony.
  2. Configure the subscription ID and trust token supplied for the Five9 VoiceStream connector.
  3. Publish the copilot agent and enable this Five9 VoiceStream integration in CCaaS Availability.
  4. In Five9, point the VoiceStream subscription at the TrueServe connector endpoint and use the same subscription/trust values saved on the integration.

VoiceStream is used for agent-assist/copilot scenarios. Voice agents that answer customer calls directly should use a SIP-capable CCaaS path instead.

See also