Connect a phone line - Rasa Documentation

When your agent sounds right in the Inspector, connect it to a phone line. Your telephony provider answers the call and streams the audio to your agent. The agent transcribes it, runs the turn, and streams speech back, using the speech providers you configure on the channel. Your skills do not change. You add one channel to integrations.yml and point your provider at it.

Before you start

A license with voice enabled. Telephony channels check for it at startup. The Inspector’s voice mode does not need it.
A public URL for your agent. The provider must reach your server over the internet. For local testing, use a tunnel such as ngrok.
A speech provider API key: DEEPGRAM_API_KEY for the Deepgram default, or AZURE_SPEECH_API_KEY, CARTESIA_API_KEY, or RIME_API_KEY for the other supported providers.

Add the channel

Every telephony channel takes the same core settings:

integrations.yml

channels:
  rest: { enabled: true }
  inspector: { enabled: true }
  twilio_media_streams:
    enabled: true
    server_url: agent.example.com
    asr:
      name: deepgram
      language_map:
        en:
          language: en
          model: flux-general-en
    tts:
      name: deepgram_flux
      language_map:
        en:
          model: flux-alexis-en
    interruptions:
      enabled: true

server_url is the public host name of your agent, and asr and tts choose the speech providers (see Speech providers). All three are required. Callers can talk over the agent only if you turn on interruptions, which are off by default on telephony channels. To play office or call-centre noise under the call, add background_audio. These options and silence_timeout are described under Voice channels. Restart the agent after changing integrations.yml. Every channel’s URLs start with https://<server_url>/webhooks/<channel>/.

Choose your provider

Twilio

Use twilio_media_streams. Optional username and password protect the webhook with HTTP basic authentication. In the Twilio console, set your phone number’s incoming-call webhook to https://<server_url>/webhooks/twilio_media_streams/webhook (HTTP POST). The webhook answers with TwiML that connects the call’s audio to your agent. Twilio channels need the channels extra: pip install "rasa-pro[channels]".

jambonz

Use jambonz_stream. Optional username and password protect the webhook with HTTP basic authentication, and must be set together. In jambonz, create an application whose calling webhook is https://<server_url>/webhooks/jambonz_stream/webhook and whose call status webhook is https://<server_url>/webhooks/jambonz_stream/call_status, then route your number to it.

AudioCodes

Use audiocodes_stream (beta), and set token to a shared secret. In AudioCodes VoiceAI Connect, configure a bot connection that streams audio to wss://<server_url>/webhooks/audiocodes_stream/websocket, with the same token.

Genesys Cloud

Use genesys, which connects through Genesys AudioHook. Set api_key, and optionally client_secret to verify request signatures. In Genesys Cloud, configure an AudioHook integration that connects to wss://<server_url>/webhooks/genesys/websocket with the same credentials. On Genesys, an accepted interruption ends the agent’s turn, but audio already sent to Genesys still plays.

Keypad input (DTMF)

Twilio, jambonz, AudioCodes, and Genesys pass keypad presses (DTMF) to your agent. To collect digits, add dtmf: to a collect step. See DTMF collect steps. The Inspector does not send keypad input, so test those steps on a real call.

Caller details

Channels can pass metadata about the call, such as the caller’s number, when the conversation starts. To use a value in your skills, declare a project memory field with seed: true. See Seeding from session start.

Test the line

Start the agent with rasa run, and make sure the provider can reach server_url.
Call your number. With a greeting skill, you hear the agent first; otherwise speak first.
Watch the call in your traces and metrics. See Test and monitor voice.

Repeat the speech-path cases on this line, including short confirmations, interruptions, and keypad entry. An Inspector test does not exercise your provider’s webhook, WebSocket connection, or telephony audio conversion. If the call connects but there is no greeting, check that the session-start skill actually speaks and that TTS starts successfully. If it never reaches the agent, check the public host, TLS certificate, webhook path and method, and any shared credentials. Your proxy must allow WebSocket upgrades for the streaming connection. Do not include credentials in shared diagnostic logs.

Reference

All channel keys, including the Inspector’s voice settings, are on integrations.yml → Voice channels.

​Before you start

​Add the channel

​Choose your provider

​Twilio

​jambonz

​AudioCodes

​Genesys Cloud

​Keypad input (DTMF)

​Caller details

​Test the line

​Reference