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Twilio Sip trunk with PureCloud

  • 1.  Twilio Sip trunk with PureCloud

    Posted 05-27-2019 19:38
      |   view attached

    Hi All, I am new to this forum and new to PureCloud. We have a PureCloud Dev environment and also have a SIP trunk with Twilio including 10 DID numbers.
    We can make outbound calls manually from PureCloud via Twilio SIP trunk. But, when we try to reach those 10 DID numbers, we get a message that the number is disconnected. So, inbound calls are not working. We have extracted the log from Twilio and looks like its throwing a 404 not found error. I am sure we are doing something wrong in inbound config of the SIP trunk.

    Those 10 DID numbers already added to PureCloud, they have been assigned to the relevent call flow. 

    Log from Twilio attached.
    --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------



    #SIP/VolP

    ------------------------------
    Rony Anwar
    Openagent.com.au
    ------------------------------

    Attachment(s)

    txt
    Twilio Log.txt   3 KB 1 version


  • 2.  RE: Twilio Sip trunk with PureCloud

    Posted 05-28-2019 14:56
    Did you update the PureCloud external trunk SIP Access Control to allow access from Twilio IPs?

    ------------------------------
    Sven Schiller
    Kognitiv
    ------------------------------



  • 3.  RE: Twilio Sip trunk with PureCloud

    GENESYS
    Posted 05-28-2019 15:05
    I think Access Control settings would manifest as a 403 Forbidden, not a 404.

    404 Not Found indicates that the Twilio side is sending the SIP requests to a Request-URI that the intermediary proxies/devices cannot resolve to a valid address. So, perhaps you have an invalid domain name in the mix.

    ------------------------------
    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 4.  RE: Twilio Sip trunk with PureCloud

    Posted 07-04-2019 12:30
    HI All,

    I have the same issue with Pure Cloud, can anyone help in this regards.


    ------------------------------
    Mohammad
    ------------------------------



  • 5.  RE: Twilio Sip trunk with PureCloud

    Posted 12-05-2019 12:19
    Bump on this... any results/corrections? I'm getting same thing. Origination uri from Twil matches exactly with the inbound request-uri reference / fqdn, and I've added the twilio cidr addresses in the access control list on the trunk. 

    One thing I'm noticing is the trunk config in genesys seems to be missing the sip port... I can select tcp/udp, but not seeing the port. 



    ------------------------------
    Dean Thames
    Koch Business Solutions
    ------------------------------



  • 6.  RE: Twilio Sip trunk with PureCloud

    Posted 12-05-2019 12:20
    Oh... and I have the twil number added and routed.

    ------------------------------
    Dean Thames
    Koch Business Solutions
    ------------------------------



  • 7.  RE: Twilio Sip trunk with PureCloud

    Posted 12-05-2019 13:01
    I did find on another blog a note about asking my Genesys rep to  " activate "PureCloud BYOC Twilio" type", so looking into that now. 

    ------------------------------
    Dean Thames
    Koch Business Solutions
    ------------------------------



  • 8.  RE: Twilio Sip trunk with PureCloud

    Posted 12-06-2019 14:07
    Here's our Twilio trunk setup (we use local edges):
    Twilio setup page 1

    Twilio Setup page 2


    ------------------------------
    Sven Schiller
    Kognitiv
    ------------------------------



  • 9.  RE: Twilio Sip trunk with PureCloud

    Posted 12-06-2019 15:54
    Thanks Sven! Are you doing only outbound? I'd like to do both, but my near term interest is primarily inbound.

    ------------------------------
    Dean Thames
    Koch Business Solutions
    ------------------------------



  • 10.  RE: Twilio Sip trunk with PureCloud

    Posted 12-07-2019 08:10
    Hi Dean, we do mostly inbound.

    Sven






  • 11.  RE: Twilio Sip trunk with PureCloud

    GENESYS
    Posted 12-09-2019 11:11
    Edited by Jim Crespino 12-09-2019 11:13
      |   view attached
    All,

    Here is a quick and dirty guide that was put together a while ago that works for Inbound and Outbound with a Twilio trunk.  The screen shots are of the older PureCloud color scheme, but the content of the document still applies.  You might go through it and confirm all the trunk settings on both the Twilio and PureCloud side.  If you are getting a 404 Not Found, then it is likely something misconfigured on the Twilio side around the FQDN to reach your PureCloud org.

    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------

    Attachment(s)



  • 12.  RE: Twilio Sip trunk with PureCloud

    Posted 12-09-2019 13:34
    Thanks Jim. I'll give it a go.

    ------------------------------
    Dean Thames
    Koch Business Solutions
    ------------------------------



  • 13.  RE: Twilio Sip trunk with PureCloud

    Posted 12-30-2019 15:30
    Quick follow up here... Turns out you need to add the sip trunk as an external trunk in the outbound routes section of your site d'jour. My use case at the moment is only inbound, so I wasn't really seeing how this was needed - but it works. 

    Thanks @Jim Crespino !!​

    ------------------------------
    Dean Thames
    Koch Business Solutions
    ------------------------------



  • 14.  RE: Twilio Sip trunk with PureCloud

    Posted 05-02-2020 12:17
    If I am using virtual edge (which I believe is similar to edge devices), what value should I put into the origination URL in Twillio trunk configuration?

    ------------------------------
    Ricky Wong
    Individual Only Contact Account
    ------------------------------



  • 15.  RE: Twilio Sip trunk with PureCloud

    GENESYS
    Posted 05-04-2020 10:53
    Ricky,

    In this thread, there is a post with an attached PDF explaining how to setup both side of a Genesys/Twilio SIP Trunk.  It is quite thorough and if you follow all of the instructions, your trunk should work properly.

    To answer your direct question...  The value you enter on Twilio is based on what you setup on the Genesys side of the trunk.  If you setup the SIP Termination URI on the Genesys side to be twilioMyCompany.byoc.mypurecloud.com, then on the Twilio side you'd enter 'sip:twilioMyCompany.byoc.mypurecloud.com' as the Origination URI.

    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------



  • 16.  RE: Twilio Sip trunk with PureCloud

    Posted 05-09-2020 06:31
    Thanks Jim. I've read through the document (actually I also got one from local Genesys support team), there is one thing I still have some confusion. All these documents refer to using BYOC, so in such case, Twilio's origination URL should be pointed to a PureCloud address. However, if I am using Virtual Edge, shouldn't the origination URL points to my Virtual Edge's public IP / FDQN address? In fact, I didn't have the option to configure inbound identifier in the trunk configuration screen (BYOC is not a type there).

    ------------------------------
    Wong Ricky
    Individual Only Contact Account
    ------------------------------



  • 17.  RE: Twilio Sip trunk with PureCloud

    GENESYS
    Posted 05-11-2020 11:33
    The BYOC SIP Trunk creates a DNS entry based on the inbound FQDN name that you setup.  Twilio will send SIP INVITEs to that FQDN and those invites will be proxied to the virtual edges and land in the call center.

    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------



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