Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Virtual Edge didn't answer inbound call

    Posted 05-06-2020 09:02
    No replies, thread closed.
    Below is my setup:

    - Virtual Edge running on a VM behind an Internet facing router
    - Twilio Elastic SIP trunk (I followed strictly documentation about how to Twilio with PureCloud)
    - I have a in-bound call flow which immediately directs a call to a Dialogflow agent

    However, when I tried to test my setup by calling the phone number obtained from Twilio, I can only the phone keep ringing and PureCloud didn't pick up the call.

    Below is my troubleshooting results:
    - PureCloud reported everything of the Edge as GREEN
    - External trunk status is also GREEN
    - DID assignment points to the right call routing
    - Call routing points to the right in-bound call flow
    - In-bound call flow has a startup task to route the call to Dialogflow immediately
    - Dialogflow Integration has been setup properly and activated
    - I have configured an external DNS with a domain name which points to public IP address of my router
    - I have configured my router so that udp/tcp 5060, tcp 5061 and udp/16384-32768 will be forwarded to the Virtual Edge internal IP
    - I have tested that my router's forwarding function works properly using a Web server and the public domain name (I used "sip:xxx" in Twilio's origination URL as xxx is my public domain name)
    - I have disable all host based firewall in my VM
    - In PureCloud's trunk setup, I set to "allow all" for SIP Access Control

    Any idea what can still possibly wrong?



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

    ------------------------------
    Wong Ricky
    Individual Only Contact Account
    ------------------------------


  • 2.  RE: Virtual Edge didn't answer inbound call

    Posted 05-06-2020 09:11
    No replies, thread closed.
    I recommend you turn on Protocol Capture on th eexternal trunk, reproduce the problem, then download the protocol capture log from the edge and look at it in Wireshark to see if the SIP messages from Twilio are getting to the Edge and see if the Edge is responding (especially look for the sequence of INVITE from Twilio => 100 Trying from Edge => 200 OK from Edge => ACK from Twilio (There may be other 100-series messages, but those are the main ones that have to be there to establish the call).

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Virtual Edge didn't answer inbound call

    Posted 05-09-2020 06:44
    No replies, thread closed.
    Thanks George.

    I have followed your advice and tried for a few days, and I still didn't able to get it working. While I have already as local Genesys support team to create another org in US region for our company to perform testing, I still want to understand more before "giving up".

    I investigated the the protocol capture and didn't find any entry from Twilio. I then tried modifying various WAN settings on my router but traffic still didn't appear in the log. I finally by-passed the router, connected the Virtual Edge directly to the WAN line from my ISP, but I still didn't get traffic in Virtual Edge's protocol capture log.

    I have tested that other I was able to get traffic to the host running Virtual Edge, e.g.
    - my public IP is xx.yy.zz.aa
    - I tried to enable IIS in Window Server running Virtual Edge
    - I can access the home page using xx.yy.zz.aa in browser on another computer

    FYI, in Twilio I put "sip:xx.yy.zz.aa" as my URL (I have also tried to add various suffix to try using different port #, and force source IP from Twilio US to ease troubleshooting, but in all cases I had no luck). On Twilio side, it reported "request timeout" and when I examined Wireshark log on Twilio, there are just a few INVITE but not response.

    It looks like those SIP traffic can't get through to the Edge, but I can't understand why since there is already no firewall, and I also allow all IPs in SIP access control. I have tried to change port number to values other than 5060, as well as trying TCP/TLS, all with no luck.
     ​

    ------------------------------
    Wong Ricky
    Individual Only Contact Account
    ------------------------------

    Original Message


  • 4.  RE: Virtual Edge didn't answer inbound call

    Posted 05-09-2020 11:17
    No replies, thread closed.
    I finally fixed the problem. It was my stupid overlook - Twilio requests are always in UDP, even using different port number or TLS, so I have to set the trunk port to UDP and now it can pick up calls !!​

    ------------------------------
    Wong Ricky
    Individual Only Contact Account
    ------------------------------

    Original Message


Related Content