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Troubleshooting Genesys Cloud BYOC trunks

Verified 2026-09-25 · 60 sources · tier 2

Genesys Cloud supports three external trunk types: BYOC Carrier and BYOC PBX for BYOC Cloud, and Premises External SIP for BYOC Premises 59. BYOC Cloud defines SIP trunks across the public internet between third-party carriers and the Genesys Cloud AWS-based Edge and Media Tier 3.

Call Diagnostics and Capture Files

Genesys Cloud SIP diagnostics produces PCAP files that show the SIP signalling history of an individual call on an external trunk to help troubleshoot SIP-level failures 39. These files are generated for calls traversing BYOC Cloud carrier trunks, PBX trunks, and BYOC Premises Edge external trunks 41. They appear in the SIP Diagnostics section of the Interaction Details page for supported calls and remain available for analysis for 21 days 40​42. Accessing these PCAPs requires the permissions Telephony > Plugin > All, Telephony > Pcap > Add, and Telephony > Pcap > View 37.

Certain limitations apply to SIP diagnostics PCAPs:

  • Station-to-station calls do not produce PCAP files 36.
  • PCAP generation operates on a best-effort basis, meaning Genesys Cloud may delay or suspend generation under high resource usage to maintain real-time processing 34.
  • For BYOC Premises trunks, Conversation Headers must be enabled on the trunk before SIP diagnostics PCAPs can be queried 38.
  • In hybrid deployments, SIP diagnostics PCAP results do not show the full call flow between the premises Edge and the cloud Edge 35.

External trunk protocol diagnostics exclude SIP OPTIONS, REGISTER, SUBSCRIBE, and NOTIFY messages 20. Media capture cannot be enabled on an external trunk if the PCI DSS setting is active for the organization, and Genesys warns that media capture records all audio entered, including Secure IVR input 29.

For BYOC Premises Edges, downloadable network capture .pcap files taken directly on the Edge can be retrieved under Telephony > Edges > Diagnostics Logs > Network Capture Logs 44. These premises capture files are divided into 24-hour periods ending at midnight and are kept on the Edge for 1 week before deletion; administrators must remain on the Diagnostics Logs tab until the download finishes or the file is removed 45. WarmTransfer's reading of the sources is that for a BYOC Cloud-only deployment, Edge log downloads do not apply because no customer Edge exists, leaving SIP diagnostics PCAPs on Interaction Details and carrier packet captures as the documented evidence sources 24.

Network, IP, and Transport Verification

BYOC Cloud public SIP IP addresses do not respond to ICMP pings 28. WarmTransfer's reading of the sources is that a failed ICMP ping from a carrier to a BYOC Cloud SIP address is not evidence that the trunk or endpoint is offline 25. In BYOC Cloud architectures, signalling and media are handled by separate services, which causes the media IP addresses in the SDP to differ from the signalling IP addresses 30. Carriers must allowlist every published Genesys Cloud SIP IP address for the region to ensure outbound traffic operates properly, and carriers should load-balance inbound traffic across all of those addresses 4.

When intermediate devices rewrite SIP packets, an Application Level Gateway (ALG) is cited by Genesys as a common cause of packet loss; Genesys recommends disabling ALG on all intermediate devices 2. In external trunk SIP Access Control, subnets larger than /15 cannot be configured 1. Genesys warns against enabling PBX passthrough on trunks that have PSTN access due to a high risk of toll fraud, and flags allowing all addresses in SIP Access Control as an additional security risk 33.

The BYOC Cloud configuration checklist requires:

  • Correctly configured ACLs on both the carrier side and Genesys Cloud, alongside firewall rules permitting SIP and media for on-premises equipment 9.
  • A site that has a valid location and assigns Phone Edges using AWS 10.
  • A number plan configured to use the BYOC Cloud connection with an outbound route assigned to the new trunk 12.

If a support case is opened with Genesys for a BYOC Cloud connection, Genesys requests the organization name or ID, trunk name, test call date and time, and carrier-side packet captures if available 11.

SIP and Media Settings

Carriers connecting to BYOC Cloud must support UDP, TCP, or TLS transport, implement FQDN routing and RFC 3261 Record-Routing, and return the Via header untouched in SIP responses 5. External trunk protocol settings support transport via UDP, TCP, or TLS 57.

Trunk media configuration supports:

  • Preferred codecs: audio/g722, audio/g729, audio/PCMA (G.711 A-law), audio/PCMU (G.711 mu-law), and audio/opus 13.
  • SRTP cipher suites: 6 options, including AES_CM_128_HMAC_SHA1_32, AES_CM_128_HMAC_SHA1_80, and AES_CM_256 variants 52.
  • DTMF methods: 3 options, including RTP Events carried out-of-band in the RTP stream under RFC 2833 and RFC 4733 21.

TLS and Certificate Requirements

Secure BYOC Cloud trunks use TLS 1.2 on port 5061, employing SIPS for signalling and SRTP for media 56. Neither mutual TLS nor IPsec is supported on BYOC Cloud trunks 32​31.

Customer endpoint certificates must satisfy specific validation criteria:

  • The certificate must be signed by a Genesys-listed public certificate authority; self-signed certificates cause the connection to fail 7.
  • The common name or subject alternative name must match the value entered in the trunk's SIP Servers or Proxies field, as validation checks the host name rather than an IP address 6. WarmTransfer's reading of the sources is that configuring an IP address instead of a host name in the SIP Servers or Proxies field will fail certificate validation even if the certificate itself is valid 26.
  • Certificates that are expired or not yet valid cause secure connections to fail, and an incorrectly configured customer certificate can lead to outbound call failures 8.

ECDHE curve support varies by platform tier: the Legacy Cloud Voice platform supports only secp384r1, whereas the Dynamic Cloud Voice Platform supports both secp256r1 and secp384r1 22.

Dynamic Cloud Voice Platform

The Dynamic Cloud Voice Platform is currently in a limited access release and is recommended by Genesys for new customers and new BYOC Cloud SIP trunks 16. On August 10, 2026, Genesys announced that in an unspecified future release, the Dynamic Cloud Voice Platform will become the default for all new BYOC Cloud trunks, removing the option to create new trunks on the legacy platform while preserving existing trunks unless migrated by an administrator 15.

The public SIP IP addresses for the Dynamic Cloud Voice Platform differ from legacy BYOC Cloud addresses, allowing both platforms to run in parallel 17. Migrated trunks require carrier allowlisting of the new addresses and updated SIP session targets 17. Genesys recommends verifying settings on a test trunk prior to migrating active production traffic 19. Furthermore, Genesys states that its implementation on the Dynamic Cloud Voice Platform covers outbound calling natively; inbound traffic migration requires the carrier to update its SIP session targets to the new ingress addresses 18.

Routing, Number Plans, and Outbound Simulation

Genesys Cloud Edge and Media Tier determine which trunk handles an outbound call by matching dial strings against configured number plans and outbound routes 58.

Configuration can be tested using the call simulator on a site's Simulate Call tab, which evaluates settings without placing an actual call 50. The simulator displays the normalized number, number plan match, classification, outbound route, and selected external trunk alongside preferred Edges, offering a Log button for failed simulations 51. However, the simulator only processes the input digits and does not distinguish between ANI and DNIS 49.

For inbound BYOC Cloud calls, calls can be tagged with the site-id of the site tied to the trunk hosting the outbound route; this applies the wrong site's number plan, potentially causing DID matching to fail with a SIP 404 response to the carrier 60. Genesys provides the Number Plan Site feature to address this issue 60.

Trunk Status and Call Retries

Trunk status can be monitored by navigating to Telephony > Trunks and accessing the External Trunks tab 55. Hovering over the status icon displays a summary, while selecting the trunk and clicking Status provides a detailed view of Edges, network interfaces, and connection status 55.

The status indicators are:

  • Up and running 53
  • Working partially 53
  • Error or down 53
  • Disabled (indicates all Edges using the trunk are out of service) 53
  • Unknown (indicates an Edge is not communicating with the cloud, leaving status unavailable) 53​54
  • Managed (managed by your provider) 53

Trunk registration to update status when a trunk becomes unavailable is documented specifically for BYOC Premises external trunks whose SIP server or proxy supports registration 46. Similarly, retryable reason and cause code configurations are documented only for BYOC Premises trunks 48. On BYOC Premises trunks, an outbound call retry to the next trunk occurs when the SIP reason code (and Q.850 cause code, if present) matches the configured retryable lists; unmatched codes result in call termination 47.

See also

Applicability

Applies to: Genesys Cloud, Genesys Cloud BYOC Premises, and Genesys Cloud BYOC Cloud. Deployments: hybrid and multi-tenant. Sources checked 2026-09-25. The effective release date for the Dynamic Cloud Voice Platform default transition was not stated in the August 10, 2026 announcement 15.

What remains uncertain

How BYOC Cloud trunk status is determined (OPTIONS or other keepalive; interval; threshold) is not covered by the sources below. The effective release for the Dynamic Cloud Voice Platform as default for new BYOC Cloud trunks is not covered by the sources below. BYOC Cloud outbound failover and retry behaviour on 4xx/5xx from carrier is not covered by the sources below. Reconciling the customer certificate CA list from the TLS specification with Genesys-side root CAs and the IP-count wording is not covered by the sources below. SRTP crypto negotiation details and failure symptoms on BYOC Cloud (SDES attributes; mismatch response) are not covered by the sources below. How a codec mismatch shows up on BYOC Cloud (response code or Q.850 cause) is not covered by the sources below. The configuration and scope of the Number Plan Site feature are not covered by the sources below. Outbound route distribution order and trunk limits are not covered by the sources below.

See also

Related to

  • SIP TLS handshake failures on trunks — BYOC Cloud TLS requirements (TLS 1.2 on 5061; public-CA certificate matched by host name; no MTLS; per-platform ECDHE curves) are a vendor-specific case of generic SIP TLS handshake failures.
  • SIP trunk carrier turn-up and acceptance testing — The BYOC Cloud configuration checklist and carrier requirements overlap with carrier turn-up: ACLs on both sides; allowlisting of all published IPs; FQDN and TGRP routing.

Sources

  1. 1
    In external trunk SIP Access Control, a subnet larger than /15 cannot be configured.
    External trunk settings · SIP Access Control section · Checked 2026-09-25
  2. 2
    Genesys names an Application Level Gateway (ALG) on an intermediate device, which rewrites SIP content, as a common cause of packets not being received, and recommends turning ALG off on all intermediate devices.
    Download protocol capture logs · note on ALG · Checked 2026-09-25
  3. 3
    BYOC Cloud defines SIP trunks over the public internet between the Genesys Cloud AWS-based Edge and Media Tier and third-party carriers.
    About BYOC Cloud · introductory paragraph · Checked 2026-09-25
  4. 4
    The carrier must allowlist all of the region's published Genesys Cloud SIP IP addresses for calls from Genesys Cloud to the carrier to work properly, and should load-balance inbound calls across them.
    BYOC Cloud public SIP IP addresses · carrier configuration note · Checked 2026-09-25
  5. 5
    BYOC Cloud carriers must support UDP, TCP or TLS transport, FQDN routing and Record-Routing as RFC 3261 requires, and must return the Via header untouched in responses.
    Carrier requirements for BYOC Cloud · SIP compliance and record routing sections · Checked 2026-09-25
  6. 6
    The customer endpoint certificate's common name or subject alternative name must match the value used as the trunk's SIP Servers or Proxies setting; the BYOC endpoint validates by host name, and an IP address is not acceptable.
    TLS trunk transport protocol specification for BYOC Cloud · certificate requirements section · Checked 2026-09-25
  7. 7
    For BYOC Cloud TLS trunks, the customer endpoint certificate must be signed by one of the public certificate authorities Genesys lists; an unsigned (self-signed) certificate makes the connection fail.
    TLS trunk transport protocol specification for BYOC Cloud · certificate requirements / certificate authorities list · Checked 2026-09-25
  8. 8
    Secure BYOC Cloud connections fail if the active certificate has expired or is not yet valid, and an incorrectly set up customer endpoint certificate can cause outbound calls to fail.
    TLS trunk transport protocol specification for BYOC Cloud · certificate requirements section · Checked 2026-09-25
  9. 9
    The BYOC Cloud checklist requires ACLs to be configured correctly on both sides of the connection, Genesys Cloud and the carrier, and SIP and media to be allowed through firewalls for on-premises devices.
    BYOC Cloud configuration checklist · checklist items on ACLs and firewalls · Checked 2026-09-25
  10. 10
    The BYOC Cloud configuration checklist requires a site that uses AWS for Phone Edge assignment and has a valid location.
    BYOC Cloud configuration checklist · checklist items 1 and 2 · Checked 2026-09-25
  11. 11
    When opening a support case for a BYOC Cloud connection, Genesys asks for the organization name or ID, the trunk name, the date and time of a test call, and carrier packet captures if available.
    BYOC Cloud configuration checklist · support / opening a case section · Checked 2026-09-25
  12. 12
    The BYOC Cloud checklist requires the number plan to be set up to use the BYOC Cloud connection and an outbound route that uses the new trunk.
    BYOC Cloud configuration checklist · checklist items on number plan and outbound route · Checked 2026-09-25
  13. 13
    The external trunk codec list can include audio/g722, audio/g729, audio/PCMA (G.711 A-law), audio/PCMU (G.711 mu-law) and audio/opus.
    External trunk settings · Media settings > Preferred Codec List · Checked 2026-09-25
  14. 14
    On the Dynamic Cloud Voice Platform, Genesys-side certificates chain to Amazon Trust Services roots (Amazon Root CA 1 and 2) rather than the DigiCert roots used before, and the migration steps include importing the Amazon root CA certificates on remote SIP endpoints.
    Dynamic Cloud Voice platform overview and migration guide · differences from legacy platform > certificate authority; migration steps · Checked 2026-09-25
  15. 15
    On August 10, 2026 Genesys announced that, in an unspecified future release, the Dynamic Cloud Voice Platform will become the default for all new BYOC Cloud trunks and the option to create new trunks on the legacy platform will be removed; existing trunks keep their current platform unless an administrator migrates them.
    Dynamic Cloud Voice Platform as the default for new BYOC Cloud trunks · announcement body · Checked 2026-09-25
  16. 16
    The Dynamic Cloud Voice Platform overview describes the platform as a limited access release and recommends it for new customers and anyone creating new BYOC Cloud SIP trunks.
    Dynamic Cloud Voice platform overview and migration guide · introduction / release status · Checked 2026-09-25
  17. 17
    Dynamic Cloud Voice Platform public SIP IP addresses differ from the legacy BYOC Cloud endpoints, so the two platforms can coexist and migrated trunks need new carrier-side allowlisting and SIP session targets.
    Dynamic Cloud Voice platform overview and migration guide · differences from legacy platform > IP addresses; migration steps · Checked 2026-09-25
  18. 18
    Genesys says its part of the Dynamic Cloud Voice Platform natively covers outbound calling only; moving inbound calls requires the carrier to point SIP session targets at the new ingress addresses.
    Dynamic Cloud Voice platform overview and migration guide · differences from legacy platform > outbound calling; migration final step · Checked 2026-09-25
  19. 19
    Genesys recommends verifying interoperability and configuration on a new test trunk before migrating any BYOC Cloud trunks that carry live traffic to the Dynamic Cloud Voice Platform.
    Dynamic Cloud Voice platform overview and migration guide · migration steps > prerequisites · Checked 2026-09-25
  20. 20
    External trunk protocol diagnostics do not capture SIP OPTIONS, REGISTER, SUBSCRIBE or NOTIFY messages.
    External trunk settings · Diagnostics section > protocol diagnostics · Checked 2026-09-25
  21. 21
    External trunks offer three DTMF methods, one of which is RTP Events: out-of-band DTMF carried in the RTP stream as defined in RFC 2833 and RFC 4733.
    External trunk settings · Media settings > DTMF Method · Checked 2026-09-25
  22. 22
    For BYOC Cloud TLS, the Legacy Cloud Voice platform supports only the secp384r1 ECDHE curve, while the Dynamic Cloud Voice Platform supports both secp256r1 and secp384r1.
    TLS trunk transport protocol specification for BYOC Cloud · cipher suites > Legacy Cloud Voice / Dynamic Cloud Voice · Checked 2026-09-25
  23. 23
    BYOC Cloud identifies the trunk for an inbound call by TGRP, FQDN, custom header or DNIS replacement, evaluated in that order of precedence.
    Carrier requirements for BYOC Cloud · inbound call routing methods section · Checked 2026-09-25
  24. 24
    For a BYOC Cloud-only deployment, the Edge log tooling (protocol capture download) does not apply because there is no customer Edge; SIP diagnostics PCAPs on Interaction Details and carrier-side captures are the documented evidence sources.inferred
    Download protocol capture logs · introduction (BYOC Premises only), read together with genesys-help-sip-diagnostics supported trunk types · Checked 2026-09-25
  25. 25
    A failed ICMP ping from the carrier to a BYOC Cloud SIP address is not evidence that the trunk or the Genesys endpoint is down.inferred
    BYOC Cloud public SIP IP addresses · introduction note on ICMP · Checked 2026-09-25
  26. 26
    A BYOC Cloud TLS trunk whose SIP Servers or Proxies value is an IP address rather than a host name will fail certificate validation even if the certificate itself is valid.inferred
    TLS trunk transport protocol specification for BYOC Cloud · certificate requirements section (host name validation) · Checked 2026-09-25
  27. 27
    The Legacy Cloud Voice platform publishes four BYOC Cloud public SIP IP addresses per region; the Dynamic Cloud Voice Platform uses separate ingress and egress addresses, with egress published as a /30 CIDR range.
    BYOC Cloud public SIP IP addresses · introduction and per-region tables · Checked 2026-09-25
  28. 28
    The BYOC Cloud public SIP IP addresses do not respond to ICMP ping.
    BYOC Cloud public SIP IP addresses · introduction note on ICMP · Checked 2026-09-25
  29. 29
    If the PCI DSS setting is enabled for the organization, media capture cannot be enabled on a trunk; Genesys warns that media capture records everything entered, including Secure IVR input.
    External trunk settings · Diagnostics section > media capture · Checked 2026-09-25
  30. 30
    BYOC Cloud signalling and media are handled by separate services, so the media IP addresses in the SDP differ from the signalling IP addresses.
    BYOC Cloud public SIP IP addresses · introduction note on signalling and media · Checked 2026-09-25
  31. 31
    BYOC Cloud does not support IPsec for secure trunks.
    TLS trunk transport protocol specification for BYOC Cloud · introduction · Checked 2026-09-25
  32. 32
    BYOC Cloud does not support mutual TLS on trunks.
    TLS trunk transport protocol specification for BYOC Cloud · mutual TLS statement · Checked 2026-09-25
  33. 33
    Genesys warns against enabling PBX passthrough on trunks with PSTN access because it creates a high risk of toll fraud; allowing all addresses in SIP Access Control is also flagged as a security risk.
    External trunk settings · SIP Access Control section (Allow All, PBX Passthrough) · Checked 2026-09-25
  34. 34
    PCAP generation is best-effort: when resource use is high, Genesys Cloud may delay or suspend it to give priority to real-time processing.
    SIP Diagnostics · limitations section · Checked 2026-09-25
  35. 35
    In hybrid deployments, SIP diagnostics PCAP results do not show the whole call flow between the premises Edge and the cloud Edge.
    SIP Diagnostics · limitations section · Checked 2026-09-25
  36. 36
    Station-to-station calls do not generate SIP diagnostics PCAP files.
    SIP Diagnostics · limitations section · Checked 2026-09-25
  37. 37
    Viewing SIP diagnostics PCAPs requires the Telephony > Plugin > All, Telephony > Pcap > Add and Telephony > Pcap > View permissions.
    SIP Diagnostics · prerequisites / permissions list · Checked 2026-09-25
  38. 38
    For BYOC Premises trunks, Conversation Headers must be enabled on the trunk before SIP diagnostics PCAPs can be queried.
    SIP Diagnostics · limitations section · Checked 2026-09-25
  39. 39
    Genesys Cloud SIP diagnostics provides PCAP files that show the SIP signalling history of a specific call on an external trunk and can be used to troubleshoot call failures at the SIP level.
    SIP Diagnostics · opening overview section · Checked 2026-09-25
  40. 40
    SIP diagnostics PCAP files remain available for analysis for 21 days.
    SIP Diagnostics · opening overview section · Checked 2026-09-25
  41. 41
    SIP diagnostics PCAPs are generated for calls on BYOC Cloud carrier trunks, PBX trunks and BYOC Premises Edge external trunks.
    SIP Diagnostics · supported trunk types section · Checked 2026-09-25
  42. 42
    The SIP Diagnostics section appears on the Interaction Details page for calls that support it.
    SIP Diagnostics · section on viewing SIP diagnostics · Checked 2026-09-25
  43. 43
    On Premises External SIP trunks, retryable reason codes default to 500-599, and the default retryable cause codes include 1-5, 25, 27, 28, 31, 34, 38, 41, 42, 44, 46, 62, 63, 79, 91, 96, 97, 99, 100 and 103.
    External trunk settings · Recovery / Retryable Reason Codes and Retryable Cause Codes settings · Checked 2026-09-25
  44. 44
    Downloadable protocol capture logs (network capture .pcap files taken on the Edge) are available only for BYOC Premises Edges, under Telephony > Edges > Diagnostics Logs > Network Capture Logs.
    Download protocol capture logs · introduction and procedure · Checked 2026-09-25
  45. 45
    BYOC Premises protocol capture files are split into 24-hour periods that end at midnight and stay on the Edge for one week before deletion; you must stay on the Diagnostics Logs tab until the download finishes, or the file is removed.
    Download protocol capture logs · file retention note and procedure caution · Checked 2026-09-25
  46. 46
    Trunk registration, which lets Genesys Cloud update a trunk's status when it becomes unavailable, is documented for BYOC Premises external trunks whose SIP server or proxy supports registration.
    Enable registration · introduction and prerequisites · Checked 2026-09-25
  47. 47
    On BYOC Premises trunks, a failed outbound call is retried on the next trunk when its SIP reason code (and Q.850 cause code, if present) match the retryable lists; if neither code matches, the call is terminated.
    Manage the retryable reason/cause codes · call retry logic section · Checked 2026-09-25
  48. 48
    Retryable reason and cause code lists, which decide whether a failed outbound call is retried on the next trunk, are documented for BYOC Premises trunks only.
    Manage the retryable reason/cause codes · introduction / applicability · Checked 2026-09-25
  49. 49
    The call simulator uses only the number entered and does not distinguish between ANI and DNIS.
    Test destination phone numbers with the call simulator · limitations note · Checked 2026-09-25
  50. 50
    The Genesys Cloud call simulator only validates configuration and does not place a real phone call.
    Test destination phone numbers with the call simulator · introduction · Checked 2026-09-25
  51. 51
    The call simulator, run from a site's Simulate Call tab, reports the normalized number, number plan match, classification, outbound route, and the external trunk chosen with its preferred Edges; a Log button gives details for failed simulations.
    Test destination phone numbers with the call simulator · results section · Checked 2026-09-25
  52. 52
    External trunk media settings offer six SRTP cipher suites, including AES_CM_128_HMAC_SHA1_32, AES_CM_128_HMAC_SHA1_80 and AES_CM_256 variants.
    External trunk settings · Media settings > SRTP Cipher Suite · Checked 2026-09-25
  53. 53
    Genesys Cloud trunk status indicators are: Up and running, Working partially, Error or down, Disabled (all Edges using the trunk out of service), Unknown and Managed (managed by your provider).
    Trunk status indicators · status indicator table · Checked 2026-09-25
  54. 54
    An Unknown trunk status means an Edge is not communicating with the cloud, so no status is available.
    Trunk status indicators · status indicator table > Unknown · Checked 2026-09-25
  55. 55
    To see trunk status, go to Telephony > Trunks and use the External Trunks tab: hover over the status icon for a summary, or select the trunk and click Status to list the Edges, network interfaces and connection status.
    Get trunk status information · Trunks page procedure (summary detail and full detail) · Checked 2026-09-25
  56. 56
    BYOC Cloud secure trunks use TLS 1.2 on port 5061, with SIP over TLS (SIPS) for signalling and SRTP for media.
    TLS trunk transport protocol specification for BYOC Cloud · introduction / protocol specification · Checked 2026-09-25
  57. 57
    The external trunk transport protocol can be UDP, TCP or TLS.
    External trunk settings · Protocol settings > Protocol · Checked 2026-09-25
  58. 58
    Genesys Cloud Edge and Media Tier pick the trunk for an outbound call by matching the dial string against the organization's number plan and outbound routes.
    How does Genesys Cloud know which trunk to route a given call through? · FAQ answer · Checked 2026-09-25
  59. 59
    Genesys Cloud has three external trunk types: BYOC Carrier and BYOC PBX for BYOC Cloud, and Premises External SIP for BYOC Premises.
    External trunk settings · introduction / trunk type · Checked 2026-09-25
  60. 60
    Inbound BYOC Cloud calls can be tagged with the site-id of the site connected to the trunk that has the outbound route, which applies the wrong site's number plan and can fail DID matching with a SIP 404 to the carrier; Genesys's fix is the Number Plan Site feature.
    Why are my inbound BYOC Cloud calls being associated with the wrong site? · FAQ answer · Checked 2026-09-25

Documents

tier 2 current vendor documentation

About BYOC Cloud

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

BYOC Cloud configuration checklist

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

BYOC Cloud public SIP IP addresses

Genesys · 2026-01-19 · accessed 2026-09-24

tier 2 current vendor documentation

Carrier requirements for BYOC Cloud

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

Download protocol capture logs

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Dynamic Cloud Voice Platform as the default for new BYOC Cloud trunks

Genesys · 2026-08-10 · accessed 2026-09-25

tier 2 current vendor documentation

Dynamic Cloud Voice platform overview and migration guide

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

Enable registration

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

External trunk settings

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

Get trunk status information

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

How does Genesys Cloud know which trunk to route a given call through?

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Manage the retryable reason/cause codes

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

SIP Diagnostics

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Test destination phone numbers with the call simulator

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

TLS trunk transport protocol specification for BYOC Cloud

Genesys · accessed 2026-09-24

tier 2 current vendor documentation

Trunk status indicators

Genesys · accessed 2026-09-25

tier 2 current vendor documentation

Why are my inbound BYOC Cloud calls being associated with the wrong site?

Genesys · accessed 2026-09-25

Cite this page

APA

WarmTransfer. (2026, September 25). Troubleshooting Genesys Cloud BYOC trunks. WarmTransfer. https://warmtransfer.net/knowledge/genesys-byoc-troubleshooting

BibTeX

@misc{warmtransfer-genesys-byoc-troubleshooting,
  title  = {Troubleshooting Genesys Cloud BYOC trunks},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/genesys-byoc-troubleshooting},
  note   = {Verified 2026-09-25}
}