Dean,
I work on the AppFoundry team and I help our partners setup BYOC SIP Trunks all the time. If you are getting no response at all to the SIP INVITE from Cisco, then here is what I would recommend that you check:
1. Makes sure the "Inbound SIP Termination Identifier" is just a single name and not an entire domain. The grey box below the entry field will show you the FQDN based on what you enter as an identifier.
2. Validate the IP addresses or CIDR addresses in the "SIP Access Control" field will allow SIP INVITEs from the Cisco server(s). I see people miss type IP addresses or enter the wrong CIDR value all the time. This acts as a gatekeeper and won't let your invite pass into the edge if there is no match.
3. You must define a DID in the Admin->DID Numbers. If the SIP Invite is calling
1112223333@company.byoc.mypurecloud.com, then you have to setup 1112223333 as a DID. The DID Numbers tab will want you to enter a range, but if you are just defining a single DID then enter the same value as the start and end.
4. Setup a route in Admin->Call Routing. You need to associate that DID will an Architect inbound call flow. You will select the DID on the right side of that Call Routing page.
5. Last thing I usually check is to make sure the site in Admin->Sites has an Outbound route associated with the trunk and I also use the Simulate Call tab in the Site settings to test that a number will go out that trunk to the virtual edges.
If you continue to have problems, then please reply and I can work with you directly. I'll bet we can figure it out pretty quick if need be.
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com------------------------------
Original Message:
Sent: 04-03-2020 11:27
From: George Ganahl
Subject: BYOC Cloud Troubleshooting
Nothing specific to Cisco. All carriers/PBXes have to meet the same requirements as documented at https://help.mypurecloud.com/articles/carrier-requirements-byoc-cloud/
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 04-03-2020 10:21
From: Dean Thames
Subject: BYOC Cloud Troubleshooting
I created an issue on this to get the log trace. I also put up a Twilio sip trunk and it worked on the first shot, so definitely an issue on the cube side. Is there any general guidance or a config note for sip trunking with Cisco? Seems like it should be a well worn path by now.
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Dean Thames
Koch Business Solutions
Original Message:
Sent: 04-02-2020 14:19
From: Dean Thames
Subject: BYOC Cloud Troubleshooting
Will do... thanks George. I have a few other tricks I can try first but will let you know.
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Dean Thames
Koch Business Solutions
Original Message:
Sent: 04-02-2020 13:21
From: George Ganahl
Subject: BYOC Cloud Troubleshooting
Since your edges are in the cloud (I presume) and not running throuhg any switches you can access (I presume)...it will be very hard to verify what they are sending if it is not reaching the AWS edges. You'll need to work with Care to see if they can see what is coming in from the Cisco UBE, if the traffic is getting to Genesys Cloud (or at least the SBCs for the edges).
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 04-02-2020 11:54
From: Dean Thames
Subject: BYOC Cloud Troubleshooting
Ugh. This makes troubleshooting pretty rough. The Cisco guys have all the logs, so they're like "we're right... it's doing what it's supposed to do", and I don't really have any info.
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Dean Thames
Koch Business Solutions
Original Message:
Sent: 04-02-2020 10:21
From: George Ganahl
Subject: BYOC Cloud Troubleshooting
Not necessarily. For example, if there is a protocol mismatch (the External Trunk is set to TCP and the Cisco side set to UDP) or a port mismatch or other such things, even if the message reaches the edge the edge won't respond nor will you see anything in the .pcap (since the edge isn't listening to messages sent to that port/protocol/etc.)
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 04-02-2020 10:11
From: Dean Thames
Subject: BYOC Cloud Troubleshooting
Thanks Kyle... yeah, that's kinda what I was thinking. I have media capture enabled in the diagnostic section of the trunk, but not seeing anything. So even if it's a reject from the application like for a non existent route, it should produce an interaction?
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Dean Thames
Koch Business Solutions
Original Message:
Sent: 04-02-2020 09:48
From: Kyle Griffin
Subject: BYOC Cloud Troubleshooting
Hey Dean,
The edges do produce logging but you would need to open a support ticket to have them take a look. Alternatively you could enable protocol captures on the external trunk (under diagnostics), then go to the edge and pull the pcap from the diagnostic tab. Obviously you need to enable the protocol capture, then do the test call so you have a valid example to look for in the protocol capture.
Depending on the situation, you could check Performance>interactions to see if you can view the call hitting the org. If a call is not showing up in that list then it very likely never made it to the edges in general so the pcap isn't going to do you any good.
Hope this helps,
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Kyle Griffin
ConvergeOne, Inc.
Genesys Partner
Original Message:
Sent: 04-02-2020 09:42
From: Dean Thames
Subject: BYOC Cloud Troubleshooting
Hi All,
I'm working on a byoc cloud from a cisco ube and having issues troubleshooting it. We obviously can get quite a bit of logging from the ube side, and the sip invites look good, but we're not getting connectivity inboud to Genesys.
Is there a way to get logging from the edges so we can see if the invites are getting to the right place and if so why they're being rejected?
Dean.
#SIP/VolP
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Dean Thames
Koch Business Solutions
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