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  • 1.  VAPI BYOC PBX Trunk returning 403 Forbidden on all outbound SIP calls

    Posted 5 days ago
    Hi, I'm trying to integrate a third-party voice AI platform (VAPI) with Genesys Cloud via a Generic BYOC PBX external trunk for outbound calls only. I keep getting a 403 Forbidden on every call attempt.
     
    Current Genesys trunk setup:
    - Trunk type: Generic BYOC PBX
    - Protocol: UDP, port 5060
    - Outbound SIP Termination FQDN: set to our trunk-specific FQDN ([unique-id].byoc.usw2.pure.cloud)
    - SIP Servers/Proxies: VAPI's two SIP IPs (44.229.228.186 and 44.238.177.138) on port 5060
    - SIP Access Control: same two VAPI IPs whitelisted
    - Digest Authentication: disabled (IP-based auth only)
    - PBX Passthrough: enabled
    - Trunk assigned to Home Office site
    - Default Outbound Route on Home Office site includes this trunk alongside our Peerless carrier trunk (ExternalTrunk_Peerless) which handles PSTN
    - DNIS replacement routing: enabled
     
    What we tried that didn't work:
    - Gateway in VAPI pointing to the shared Genesys load balancer (lb01.voice.usw2.pure.cloud)
    - Gateway pointing to the trunk-specific FQDN
    - Gateway pointing to all 4 IPs resolved from the trunk FQDN (52.32.193.99, 52.33.193.56, 54.244.22.120, 34.211.206.63)
    - Enabling Digest Authentication with realm byoc.usw2.pure.cloud
    - Adding VAPI IPs to the Peerless carrier trunk SIP Access Control as well
     
    VAPI support confirmed the 403 is coming from Genesys side, and suggested the actual source IP of the SIP INVITE may differ from the two IPs whitelisted, causing Genesys to reject it. They recommended checking the raw SIP trace to confirm.
     
    Two questions:
    1. Where exactly can I view the Protocol Capture / SIP trace logs for a BYOC PBX trunk? I enabled Protocol Capture under the Diagnostics section of the trunk but cannot find where the captured data is stored or displayed after making a call.
    2. Is there anything specific about BYOC PBX + PBX Passthrough configuration that could cause a 403 when an external SIP system is trying to reach PSTN through Genesys?
     
    Any help is appreciated, thanks.

    #API/Integrations
    #DigitalChannels
    #Implementation
    #Outbound
    #Routing(ACD/IVR)
    #Telephony
    #Other

    ------------------------------
    Mumin Zeyni
    ------------------------------


  • 2.  RE: VAPI BYOC PBX Trunk returning 403 Forbidden on all outbound SIP calls
    Best Answer

    Posted 5 days ago

    Hello Mumin,

    I would recommend checking out a previous thread from the Community for more information. If you would like to check the logs from the Protocol Capture, you may want to take a look at this article from the Resource Center.

    From the article:

    To retrieve a protocol capture log:

    1. Click Menu > Digital and Telephony > Telephony > Edges.
    2. Select the Edge containing the protocol capture log you want to retrieve.
    3. Click the Diagnostics Logs tab.
    4. Click Network Capture Logs.
    5. Use the filter controls to locate the protocol capture log you want to retrieve.
    6. Click the check box at the beginning of the row.
    7. Click Upload to Cloud.
      • When the file upload is complete, Ready to Download appears in the Status column
    8. Click the Ready to Download link and save the file to your computer.
    9. Examine the file as directed by Genesys Cloud Product Support.


    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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