Good Morning,
I have a Virtual Edge registered in my Purecloud organization.
How can I connect Twilio with Purecloud through this Virtual Edge?
To make this connection, you need BYOC on premises of Purecloud? But can it be through a Virtual Edge, or is a physical Edge needed?
Thank you very much
Hello,
You can connect a Twilio SIP trunk to PureCloud with BYOC Premise (local/premise edges) or BYOC Cloud (virtual edges).
If you have a virtual edge, it probably means you have subscribed for the BYOC Cloud feature/license.
One way to quickly check this is to try to create a Trunk in the PureCloud configuration.
From PureCloud Admin UI, under "Telephony", select "Trunks".
Then, in the "External Trunks" tab, try to create a new trunk.
If the "Type" drop-down list shows "BYOC Carrier", it should mean you have purchased/subscribed the BYOC Cloud feature.
The following link describes the configuration steps to setup a SIP Trunk for BYOC Cloud.
Regards,
Thank you very much for the quick answer.
When trying to create an external Trunk, it does show me the BYOC Carrier type, however in the sub type, I don't get any option and then I can't select "Generic BYOC Carrier". If I open the API development page to check the contracted products ...
At APIREST:
GET / api / v2 / authorization / products
"Byoc" does not appear as authorized. What does appear are:
{
"entities": [
{
"id": "awsLexIntegration"
},
{
"id": "byot-a"
},
{
"id": "byot-b"
},
{
"id": "byot-c"
}
...
That I understand that byot is not what we are looking for ....
And if I try to add the product from "Genesys Add Ons" in Admin> Account Setting ... the BYOC Cloud card does not appear to activate it.
I am looking forward to your response.
Thank you very much.
Hello,
Not sure about byot product, but I think it relates to TTS (byot-a) and to Amazon Lex and Google DialogFlow (byot-b/byot-c).
Are you a PureCloud partner, or AppFoundry partner or PureCloud customer?
If you are a PureCloud partner or PureCloud customer, there is a note at the bottom of the following page which suggests to contact your Sales representative: https://help.mypurecloud.com/articles/add-byoc-cloud-or-purecloud-voice-to-your-subscription/
If you are an AppFoundry partner, please send an email to your AppFoundry contact (or use the AppFoundry email alias) to ask to get BYOC Cloud enabled in your organization.
Regards,
Thanks Jerome for your reply.
I explain a little how I have my External Trunk configuration in Purecloud, in case I am missing something to configure:
I have a virtual Edge installed on a virtual machine with Hyper-V on my laptop.
In the Trunk configuration I have selected SIP External with the following configuration:
And in Twilio in Origination SIP is it necessary to put the IP address of the Virtual machine? or any other indication?
Because according to your BYOC Cloud tutorial, there is a field in the Purecloud External Trunk that is Inbound/Termination and that is precisely the value that should be put in Twilio, but being a BYOC Premises with a Virtual Edge, it is not clear in the PureCloud documentation what value should be put here in Twilio.
Thank you very much.
Upgrade:
I have changed the protocol and port of the External Trunk in Purecloud, and I have put TCP: 5060 and now it allows me to make outgoing calls ...
However, I still do not receive calls.
The error indicated by Twilio in the call log is TimeOut:
Warning - 32011
Error communicating with your SIP communications infrastructure
Hello,
Just a comment on Edge. If you have deployed the Edge locally, it is called an "Edge"
Virtual Edge refers to the BYOC Cloud option where the edge is in the cloud/hosted and managed by PureCloud platform.
The tutorial is about BYOC cloud - not BYOC Premise.
Regarding your question,
Twilio needs to be able to contact your Edge. So that should be the IP Address of your Edge (WAN/Public IP) or an FQDN if you have created a public DNS record for your Edge & its IP Address.
Indeed, you should start with UDP or TCP. TLS most likely requires names (FQDN for subject in certificates).
See here for information on Edges: https://help.mypurecloud.com/articles/about-the-edge/
Some FAQ on Edges: https://help.mypurecloud.com/faq_categories/edges/
And specifically this one which shows where to get your Edge IP: https://help.mypurecloud.com/faq/locate-edge-ip-address/
Of course, this IP Address must be one that Twilio can contact (i.e. public IP Address, WAN address).
As your questions are not about development (API & SDK), but about configuration of the product, I would suggest to post them on the Genesys Cloud Community Forum.
Regards,
Thanks Jerome, again for your reply.
What you tell me at the beginning of your last message is that although the Edge I have installed is in a virtual machine on my local computer, you consider it as a local Edge, right? And only the Edges that are in the cloud and managed by Purecloud, are what you call Virtual Edge, right? And is it in the latter where the BYOC Cloud configuration would be used?
I have looked at the IP address of my Edge, as you indicated in the tutorial, and it is set as DHCP, not as a fixed IP ... Also the problem I have is that the public IP of my host computer is not accessible from Twilio (nor from an external network) and that's why Twilio is giving me TimeOut when trying to access said Origination SIP URI?
How do you think I should do to solve the reception of incoming calls?
Thank you very much again.
Yes - the BYOC Cloud configuration relates to edges which are automatically provisioned and hosted in the cloud (PureCloud). In this case, in the PureCloud Admin UI, under Edges, you should see (at least) 2 virtual edges in managed mode (you can't view their configuration or change it) and an Edge Group that contains these edges.
I see that they also call the edge software - Virtual Edge - on the Resource Center... But when you deploy/install an edge software, the configuration to use is BYOC Premise.
When you deploy an edge software, you are the one configuring it.
So it is up to you to assign an IP via DHCP or assign a static IP (Estatica).
You can find information on Edge configuration here: https://help.mypurecloud.com/articles/about-the-edge/
The Edge is the component that needs to communicate with the SIP Trunk provider on one side (to receive/send SIP & RTP traffic) and with PureCloud components on the other side (so your Edge is integrated and can communicate with the rest of the PureCloud services in the cloud).
If your computer has an IP which is not accessible from Internet, that won't work. That's called a private IP.
For exchange with PureCloud components, a WAN IP (i.e. public IP) is necessary - assigned to the Edge directly, or so that the company router directs the traffic on that public IP to the Edge.
See here: "The WAN interface should be connected to a network segment that has outbound access to the public Internet, so it can securely connect to the PureCloud platform."
For SIP, unless you have a premise based equipment that act as a relay (an equipment like a Media Gateway, an SBC, a SIP aware router/firewall), you also need a public IP.
As you are trying to connect Twilio Trunk to your Edge directly, then a public IP is necessary.
Your Edge instance must be accessible from public internet. Otherwise that won't work. It is not related to PureCloud but if A needs to send a message to B, it needs to be able to contact it on a valid address (a public IP here).
And as written above, you need at least a WAN IP to have the Edge communicate with PureCloud components in the cloud.
Please refer to the BYOC Premise and Edges resource links I have posted above.
And as I wrote in my previous post, please use Genesys Cloud Community forum for questions on configuration - as this is not related to API & SDK development (the purpose of the Developer Forum).
Regards,
Thank you very much Jerome for the extensive explanation.
And the next post I will do in the forum indicated by Genesys Cloud Community, not in this one.
Thanks again.
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
