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Help with SIP to SIP

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  • 1.  Help with SIP to SIP

    Posted 08-25-2020 12:16
    No replies, thread closed.
    Hello Esteemed Community,

    We are in the process of migrating from PureConnect to Genesys Cloud and I need assistance with SIP peering. In our PureConnect environment, some of our clients direct inbound calls to us via SIP to SIP. I was hoping we could eliminate the use of our on-site SBC and carrier SIP trunks and signal directly from the client into Genesys Cloud, but I am unsure of how to accomplish this. I have enabled BYOC trunking and have read the online documentation. The documentation generalizations are good, but I'd need help with the actual specifics in the trunk configuration. 

    Is this possible or is anyone else doing this? I'd greatly appreciate some guidance on how to configure this.
    Ideally, I'd like my client to signal to us via DNIS, but I'm not seeing how to point that at specific call flows. 

    Also, can I assume that based on what I'm seeing/reading, I'd need to have my client signal to something like?: INVITE sip:123456@byoc.usw2.pure.cloud/L2FwaS92Mi90ZWxlcGhvbnkvcHJvdmlkZXXXXXXXXXXL3RydW5rYmFzZXNldHRpbmdzLzXXXXXXXXXXLTc4NWItNDE1Yy1hOGMwLWQ3OWMzYXXXXXXXXXX

    Thanks in advance,
    #SIP/VolP

    ------------------------------
    Christopher Kaldenberg
    ------------------------------


  • 2.  RE: Help with SIP to SIP

    Posted 08-26-2020 00:15
    No replies, thread closed.
    Not going to happen.  You can't just direct SIP to PureConnect as the media has to transverse the Media Servers once call is established.  You need that SBC to handle the SIP NATTransversall and negotiate the hand-off to the media server or backup PureConnect.  Also, your signaling on Genesys Cloud will be more like ems.byoc.usw2.pure.cloud for the endpoint.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Help with SIP to SIP

    Posted 08-26-2020 10:17
    No replies, thread closed.
    Thanks for the response. I'm not sure what you mean. We are not trying to direct SIP to PureConnect. We are migrating away from PureConnect to Genesys Cloud.

    ------------------------------
    Christopher Kaldenberg
    EMS, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Help with SIP to SIP

    Posted 08-26-2020 10:26
    No replies, thread closed.
    Hello Christopher,

    Do you want to connected the SIP trunk from the provider directly to PureCloud with a BYOC trunk? What do you mean with: " signal directly from the client into Genesys Cloud, ". What do I need to understand with "Client"? How is the current architecture and how do you see the architecture when you have migrated to PureCloud? 

    I guess now the architecture is SIP Trunk Provider <--> SBC <--> PureConnect for SIP?

    Kind regards,

    Dieter Wijnen

    ------------------------------
    Dieter Wijnen
    Telenet BVBA
    ------------------------------

    Original Message


  • 5.  RE: Help with SIP to SIP

    Posted 08-26-2020 10:41
    No replies, thread closed.
    Hi Dieter,

    Thanks for the response and please excuse my lack of knowledge with this topic. We are a BPO. Our customers (clients) partner with us to serve as their contact center. In most cases, our clients pass interactions to us via TF or DID, but we have a few on our existing PureConnect platform that are accustom to sending us phone calls via SIP. These interactions are currently routed through our CenturyLink premise SBC for PureConnect. 

    If possible, we would like to eliminate this hop/equipment. If not, we might need to retain our CenturyLink SIP trunks and SBCs. This makes it easier for our clients so they don't need to modify any configurations, but does mean we'll need to maintain the CTL infrastructure. If this is the case and if I understand correctly, our clients would keep things as they do today signaling to our SBC address and we'll need to configure a Genesys Cloud BYOC external trunk into our premise SBC? Again, I just didn't know if it was possible to signal to Genesys Cloud directly.

    Best regards,

    ------------------------------
    Christopher Kaldenberg
    EMS, Inc.
    ------------------------------

    Original Message


  • 6.  RE: Help with SIP to SIP

    Posted 08-26-2020 10:46
    No replies, thread closed.
    Absolutely!  You can port your numbers to Genesys Cloud Voice or have your carrier terminate their SIP trunk directly to Genesys Cloud using BYOC Cloud over the internet.  They just use the DNS name like above as the endpoint.  We do this with many different carriers with no SBC or other equipment.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 7.  RE: Help with SIP to SIP

    Posted 08-26-2020 10:59
    Edited by Dieter Wijnen 08-26-2020 11:00
    No replies, thread closed.
    I agree with Robert that this is indeed possible. But to be honest in your situation, as a contact center for your customers, I would advice that you keep the SBC with a SIP turnk to PureCloud and terminate all the SIP trunks from your customer on your SBC. 

    I do not know what the experience of Robert has been with BYOC Cloud but we have had our challenges as you can't see a lot of information on the PureCloud environment when configuring your BYOC trunk. I can imagine that when you have a dozen customers connecting all their SBC's to a PureCloud BYOC ca a challenge. Also with your own SBC in between you still have information for troubleshooting issues reported by your customer.

    Kind regards,

    Dieter

    ------------------------------
    Dieter Wijnen
    Telenet BVBA
    ------------------------------

    Original Message


  • 8.  RE: Help with SIP to SIP

    Posted 08-26-2020 11:11
    No replies, thread closed.
    Thanks Robert. Great feedback. To clarify, we are looking to maintain Genesys Cloud Voice and I don't think you can use BYOC Cloud along side Genesys Cloud Voice (I could be wrong). For example a majority of our numbers are already ported over to GCV and 90% of are other clients/routes are built and ready to go live.

    In actuality with this SIP peering scenario for our other 10%, we don't want to use any phone numbers for this SIP to SIP setup between my client/customer(s) and Genesys Cloud. In our current config with PureConnect, our customers send us interactions via SIP to a voice trunk on our SBC via a seven digit DNIS. For example, the client currently sends to our SBC at 192.168.1.1 and we accept traffic from their 10.250.10.1 with DNIS 5555551 or 5555552

    And maybe I'm over thinking this because of the current config with PureConnect. Perhaps, we should just be tying Genesys Cloud in directly to my clients telco vendor. We could create an external Genesys Cloud BYOC Carrier trunk for them to hook into directly.

    ------------------------------
    Christopher Kaldenberg
    EMS, Inc.
    ------------------------------

    Original Message


  • 9.  RE: Help with SIP to SIP

    Posted 08-26-2020 11:24
    No replies, thread closed.
    Be aware of the fact that if your customers currently have a direct SIP trunk between them and your environment, they are not paying any charge for the outbound calls that are routed to your environment. When you are going to migrate to Genesys Cloud Voice, your customers will need to transfer calls to a public number over the SIP trunk from their provided which will introduce an additional cost for them.

    ------------------------------
    Dieter Wijnen
    Telenet BVBA
    ------------------------------

    Original Message


  • 10.  RE: Help with SIP to SIP

    Posted 08-26-2020 11:38
    No replies, thread closed.
    Dieter,

    Correct, the current SIP to SIP path is preferred from the usage scenario vs. routing to public TF or DID. I'm tasked with keeping it that way with Genesys Cloud. Just not sure how. Introducing a public number could generate unwanted conflict for these partnerships. Again, this is a very small percentage of our clients are configured for SIP peering. 90% of our other client base is good with routing traffic into a usage-based public numbers. 

    Aside from the cost benefits of SIP peering, eliminating the responsibility of any premise gear in our facility is also desirable.

    ------------------------------
    Christopher Kaldenberg
    EMS, Inc.
    ------------------------------

    Original Message


  • 11.  RE: Help with SIP to SIP

    Posted 08-26-2020 13:23
    No replies, thread closed.

    Hello Christopher,

    If you want to limit the amount of equipment onsite while allowing your customers to terminate their SIP trunk directly in the cloud a good solution would be to use BYOC cloud together with Genesys cloud voice as you can use them together. More information on:

    https://help.mypurecloud.com/articles/add-byoc-cloud-or-genesys-cloud-voice-to-your-subscription/

    kind regards,

    Dieter



    ------------------------------
    Dieter Wijnen
    Telenet BVBA
    ------------------------------

    Original Message


  • 12.  RE: Help with SIP to SIP

    Posted 08-26-2020 14:44
    No replies, thread closed.
    Thank you Robert and Dieter for collaborating with me. This has been very helpful to brainstorm with you both. My new trunk is configured. I am eager to begin testing and report back the results. Also a big shout out to our Genesys Senior Solution Consultant, Vikki P.

    ------------------------------
    Christopher Kaldenberg
    EMS, Inc.
    ------------------------------

    Original Message


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