Agora CCaaS Integration Guides
2026-03-20 ·
Agora CCaaS Integration Guides
your CCaaS platform already knows things agora needs. the caller's language. the queue. the ANI. instead of doing redundant detection, agora's speaker_locale parameter lets you just... tell it. one field at session creation. everything downstream gets better.
this is a collection of platform-specific guides for forwarding that signal. pick your stack:
which one is for you?
→ building on Twilio?
use ConversationRelay. if you're using Twilio's <ConversationRelay> verb with detect-speech or language, you're already detecting language in the stream — this guide shows how to pass it to agora at session start, before the first utterance.
→ running Genesys Cloud?
use the Genesys Cloud guide. if your Architect flows use the detectLanguage or SetParticipantData actions, or if you route callers to language-specific queues, the locale is already there. this guide maps it to agora's API.
→ on Avaya Experience Platform?
use the AXP guide. AXP Workflows expose a REST API task that lets you call agora mid-flow. if your Virtual Agent or IVR already detects language, you're 20 minutes from better calibration.
what all three guides have in common
your platform detects language. agora uses it. the integration is always the same shape:
- capture the detected locale (BCP-47) from your platform
- pass it as
speaker_localewhen creating the agora session - agora routes to the right temperature class — ECE drops ~13–86% depending on the accent group
no new infrastructure. no extra audio analysis. just signal forwarding.
the guides
Twilio ConversationRelay
forward detect-speech language detections from Twilio's ConversationRelay stream to agora's speaker_locale. includes webhook handler examples, streamSid mapping, and fallback handling.
Genesys Cloud
forward locale from Genesys Architect flows — detectLanguage action, SetParticipantData, or queue-name inference. includes Data Action config, input/output contract JSON, and error branch setup.
Avaya Experience Platform
forward locale from AXP Workflows using the REST API task. covers AI Virtual Agent detection, IVR DTMF mapping, and queue-name inference. also includes the CPaaS (OneCloud) webhook path.
more platforms coming. if yours isn't listed — reach out.