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  • 1.  Increasing 403 SIP Response Code (dialing segment)

    Posted 05-29-2019 10:54
    No replies, thread closed.

    Hi there.

    I'm troubleshooting a PureCloud Contact Center performance degrade, based on data collected from the conversations/details API endpoint. I have noticed an increase of "customer dialing" segments being assigned with SIP 403 response code.

    I would like to know how to understand this increasing of SIP 403. Is it related to external factors, such as end users indeed rejecting the calls, or blocking my outbound numbers, or should I look into internal telephony issues as a start? 

    If you have any documentation suggestion on this, I really appreciate. "Help my purecloud" has not been very useful on that. But please, do share your impressions on this issue.

    Thanks a lot.


    #Telephony

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    Daniel Koralek do Prado
    Quinstreet Inc.
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  • 2.  RE: Increasing 403 SIP Response Code (dialing segment)

    Posted 05-29-2019 13:39
    No replies, thread closed.
    If it were my system, I would enable Protocol Capture under the Diagnostic section in the External Trunk configuration to capture SIP traffic on the trunk for half an hour, then analyze the logs to see where the 403 responses are coming from. If the SIP Trunking provider, then work with them to find out what is going on.

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



  • 3.  RE: Increasing 403 SIP Response Code (dialing segment)

    Posted 05-30-2019 08:31
    No replies, thread closed.
    Hi @George Ganahl. Thanks for the reply. Much appreciated.

    Yes, that is a good point and I shall implement that. However, right now I'm investigating a peak we had in the past month​. We unfortunately don't have any sip trunk log for that period, but I have the conversation details stored in a big data platform. 

    However your point is still good. I may analyze the reason for current 403 and then I may have an idea of what happened in the past. The problem is that 403, per my understanding, can be due to an internal (telephony / SBC) issue, or an external. There is an assumption that our external phone number could be black listed for any weird reason, which would lead people to reject our calls. I wonder if that behavior would produce 403 sip returns -- I mean, actively rejecting a call. Any idea on this?

    Again, thanks for your reply and considerations.
    Daniel

    ------------------------------
    Daniel Koralek do Prado
    Quinstreet Inc.
    ------------------------------

    Original Message


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