Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Error 404 When Routing Calls Between Trunks in Genesys Cloud

    Posted 02-06-2025 08:35
    No replies, thread closed.

    Hi All,

    When making a outbound call, i want to route the call through a third party vendor for DTMF masking, the vendor would send back the same number and the Genesys should route the call to actual number. Since we are routing/redirecting the call that has come on trunk from the vendor to another trunk in Genesys cloud does genesys through an error. I see genesys is responding with the error 404 Not found. Any ideas that will fix this error. 


    #Routing(ACD/IVR)
    #SIP/VoIP
    #Telephony

    ------------------------------
    Karthik Ageer
    ------------------------------


  • 2.  RE: Error 404 When Routing Calls Between Trunks in Genesys Cloud

    Posted 02-07-2025 08:05
    No replies, thread closed.

    Hello Karthik, 

    I would recommend opening a case with Genesys Customer Care as they will be able to dig in to your environment and check everything with the trunks to make sure they are configured correctly and review logs to see where the 404 is coming from. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Error 404 When Routing Calls Between Trunks in Genesys Cloud
    Best Answer

    Posted 02-07-2025 09:23
    No replies, thread closed.

    That is Genesys Cloud saying it cannot find the To: address on the call.

    Have you looked at the SIP; packets to ensure the correct DNIS is being sent in the correct format?

    Is the DNIS as sent recognized by a Number Plan associated with the inbound trunk?

    Is that inbound trunk associated with a Site?

    Is the 404 coming from the SBCs because the address is not the correct format for the Trunk (FQDN, TGRP, DNIS...whatever the trunk setting is)?



    ------------------------------
    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Executive Adoption Consultant
    Genesys
    ------------------------------



  • 4.  RE: Error 404 When Routing Calls Between Trunks in Genesys Cloud

    Posted 02-09-2025 16:09
    No replies, thread closed.

    Hi Karthik.

    Rather than having the third party send the call back to Genesys Cloud, you might want to consider having them send the call to the PSTN instead. i.e.

    Outbound call from Genesys Cloud --> third party --> PSTN

    Otherwise you are relying on Genesys Cloud accepting calls from external parties to external parties, which AFAIK isn't something that Genesys Cloud does (and even if it did, probably isn't a great idea anyway).

    Nick.



    ------------------------------
    Nick Tait
    Genesys Consultant
    ------------------------------



Related Content