BYOC Cloud External Trunk

1

I am trying to setup a BYOC Cloud SIP Trunk for Genesys Cloud. I have followed the instructions from user manuals for setting up an external trunk in Genesys Cloud as well as the instructions for setting up the SBC. I can see that the SBC is able to connect to Genesys BYOC endpoint, but I am not getting any audio stream or SIP messages to the SBC when I place a call. Some documentation suggests that an External trunk needs an Edge in Genesys Cloud, but I am not able to provision one. Is an Edge required for Genesys Cloud BYOC? If not, what could be the reason for not getting the SIPREC to the SBC?

2

Hi Mohanish,

This forum is dedicated to Genesys Cloud developments apis and tools. Your question is more of a configuration question. I recommend you post to our Genesys Cloud Knowledge Network as that is where our Solution Consultants and Professional Services folks monitor the forum.

Thanks,
John Carnell
Director, Developer Engagement

3

Hi Mohanish,

In the BYOC SIP Trunk setup, verify that the outbound FQDN that is displayed in the UI looks to the the correct SIP address for the SBC. Then you can place an outbound call via the Interactions panel. After you test that call go to Performance->Workspaces->Interactions and find the call that you just placed and click on it. At the bottom of the Details tab you should find the SIP trace files that you can use to see the SIP traffic being sent and you can validate if it is being sent to the right SIP address, and if it is receiving an ACK or not.

Most likely you either don't have the right address, so SIP traffic isn't being sent to the SBC or the SBC requires authentication of some sort that you haven't setup.

4

Thanks Jim for your response. Is it possible to use the BYOC Cloud trunk only to send SIPREC to an SBC? So the call will take place in Genesys Cloud but only SIPREC is sent to the SBC.

5

Hello,

No, it is not possible. SIP REC is not supported.

Regards,

6

Just for my understanding on how BYOC Cloud works:

  1. We have a SBC and a SIP Trunk to PSTN
  2. We can connect to SBC to Genesys Cloud with an external trunk.
  3. SIP messages and media are exchanged between the SBC and Genesys.
  4. The responsibility of bringing a SIP Trunk is on us.

Is this correct?

7

Hello,

I don't know who is "we" :slight_smile: I mean end customer, integrator or 3rd party solution provider?

BYOC Cloud allows a Genesys Cloud customer to "define and configure" SIP trunks between the Genesys Cloud AWS-based Edge and 3rd party SIP UA/Endpoint/Device/... over the public Internet.

If the end customer wants to connect to the PSTN via a SIP Trunk provider like Twilio or Vonage or ..., he can. The end customer or integrator or ... will configure the BYOC Cloud Trunk to point to the Twilio/Vonage/... trunk they have purchased and configured.
If the end customer wants to connect to the PSTN via an intermediate SBC, that will make the connection with the desired SIP Trunk provider, he can. The end customer or integrator or ... will configure the BYOC Cloud Trunk to point to the SBC.

Regards,

8

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