Genesys Multicloud CX

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  • 1.  SIP Trunk?

    Posted 04-17-2021 03:45
    Hi guys

    I've not had any exposure at all to Engage Cloud and coming at this from an Engage Premise and Genesys Cloud background.

    Are you able to create/configure your own SIP trunks in Engage Cloud that point to something else such as a third party SIP provider (Twillio, etc), or even to say an Engage on premise deployment?

    What's the equivalent of SIP Server in Engage Cloud vs Engage premise?
    #ArchitectureandDesign
    #Telephony

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 2.  RE: SIP Trunk?

    GENESYS
    Posted 04-26-2021 11:11
    Hi Vaun,

    SIP Server is used in Engage Cloud deployments, but sits behind Genesys operated Session Border Controllers.  It is possible to establish SIP trunks to the Engage Cloud SBCs.  Actually, this is quite common for delivering customer provided (i.e. BYOC) PSTN trunks, or for trunking to a customer premise SBC/PBX.   Genesys Solutions Consulting for Engage Cloud can help with specific design questions (e.g. transport type, network handoff, geography, etc...).   Happy to help coordinate a local connection if needed.

    Regards,

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    Phil Gallagher
    Genesys - Employees
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  • 3.  RE: SIP Trunk?

    Posted 04-26-2021 14:50
    Thanks Phil

    Do customers have access to create the trunks themselves?  Is there a CME/GA/GAX type interface or only a trimmed down type admin UI?

    What about Engage on Azure?  How different is that?





  • 4.  RE: SIP Trunk?

    GENESYS
    Posted 04-26-2021 17:39
    Hi Vaun,

    Trunk requests are currently handled via the Genesys account team, coordinated with an onboarding engineer to test trunks and validate other things like redundancy and failover.  It's a straightforward process to exchange SIP parameters for trunks between the Genesys SBC and the outside trunk endpoint (customer or carrier).   Genesys Network Operations configures the Genesys SBCs and internal trunks within Engage Cloud.

    For AWS based Engage Cloud, SIP is via a physical handoff at a Genesys PoP, so that has to be established first.  For Azure based Engage Cloud, handoffs are virtual directly into Azure over public IP or Microsoft ExpressRoute...no more physical circuits.  With a virtual handoff, next phase is to add automation and self service.  Not there yet, but the virtual handoff is the big time saver.  Virtual handoff into AWS is in planning stages...delivery still TBD.

    Regards,

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    Phil Gallagher
    Product Line Director
    Genesys Multicloud Solutions
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