BYOC for Genesys Cloud

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Pritom Roy

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With Genesys Cloud CX, it’s easy to Bring Your Own Carrier (BYOC) and unlock more value from the platform using a dedicated telephony provider. This guide shows how to bring your Bandwidth phone numbers to Genesys as part of its BYOC Cloud feature.

Bringing Bandwidth as your carrier of choice to Genesys Cloud CX allows you to seamlessly migrate to the cloud while maintaining greater flexibility over call routing and advanced integrations. Your contact center can easily plug into Bandwidth’s owner-operated network with global reach, giving you direct-to-carrier quality and economics in 65+ markets. 

Getting started

We recommend reviewing the Genesys BYOC Cloud quick start guide to get up and running. You'll also need:

  • A registered Bandwidth account with assigned numbers.
  • A running Cloud CX instance, with users and your organization, set up with BYOC Cloud from the AppFoundry.

How it works

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When Bandwidth receives a call, we deliver it to your Cloud CX instance (org). To connect your Bandwidth numbers and make/receive calls on your Genesys Cloud CX platform, you need to establish a SIP interface between the Bandwidth platform and the Genesys platform.

This can be done in four steps:

  1. Create an external trunk for Bandwidth
  2. Configure inbound and outbound SIP settings on the external trunk
  3. Assign Bandwidth phone numbers to Cloud CX users
  4. Place test calls to check your setup

Create an external trunk for Bandwidth

SIP trunk configurations on the Genesys Cloud CX platform are quite simple. To get connected, you need to specify Inbound and outbound signaling domains (FQDNs) for Bandwidth; provide authentication details; and, finally, add the numbers you want to use. If you're using BYOC Premises and not BYOC Cloud, see this guide.

Genesys: Create a new external trunk

  1. Log into your Genesys Cloud CX admin dashboard (e.g., login.mypurecloud.com).
  2. In the console, navigate to Admin > Telephony and select Trunks.
  3. To add Bandwidth as a BYOC Carrier, select External Trunks and click Create New.

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  1. Enter an External Trunk Name.
  2. Under Trunk type, select BYOC Carrier and then Generic BYOC Carrier. This will reveal more settings to help you configure the new trunk.

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  1. Select In Service for the Trunk State, and TLS or UDP for the Protocol. (Protocol is based on how your Bandwidth Account is configured, so please consult with Bandwidth if you are unsure.)

Configure inbound and outbound SIP settings on the External Trunk

Inbound settings

Genesys: Configure inbound settings

Once you select the type of External Trunk, the rest of the trunk details will appear.

To continue, enter the Inbound SIP Termination Identifier, which can be any unique identifier. The FQDN Method under the Inbound Request-URI Reference lists the FQDN that's used for routing to Bandwidth.

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Outbound settings

Bandwidth: Create a realm

To route calls through Bandwidth, you need to create a realm. Once created, it'll be used as part of the realm combined with <randomAccountHex>.auth.bandwidth.com:

  1. Log into the Bandwidth Dashboard.
  2. In the top navigation bar, click Account and select SIP Credentials.
  3. In the lower section, click Add.
  4. Under Realm, enter a name for the realm.
  5. Under Description, add an optional description.
  6. Click Add.

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Bandwidth: Create a new SIP credential

To route outbound calls through Bandwidth, you also need to create a set of SIP credentials:

  1. Select SIP Credentials.
  2. In the upper section, click Add.
  3. Enter a Username and choose a Realm.
  4. Enter a Password, or click Supply Your Own Hashes to enter your hashes.
  5. Click Add SIP Credentials.

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Genesys: Configure outbound settings

Now, you need to return to your Genesys External Trunk to configure the outbound settings:

  1. Under Outbound SIP Termination FQDN, enter the Realm created earlier.
  2. Under SIP Servers or Proxies, enter the Realm name created in the Bandwidth Dashboard. Bandwidth will provide the port to be used.
  3. Enable Digest authentication.
  4. Under Realm, enter the Realm FQDN.
  5. Under User Name and Password, enter the username and password you set when creating your SIP Credentials earlier.
  6. Once done, this is how your outbound settings should look like:

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Genesys: Configure SIP access control list

To allow incoming traffic from Bandwidth to your Cloud CX instance(s), you need to whitelist Bandwidth signaling and media IPs and ranges under the SIP Access Control settings. Your Bandwidth Onboarding Specialist will provide the IPs. If you don't have access yet, please open a support ticket.

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Genesys: Assign the Bandwidth trunk to your site

To start using the Bandwidth trunk you just created for making outbound calls, you need to assign it to a site (i.e., Location):

  1. Navigate to Telephony > Sites and pick the site you want to use for your Bandwidth numbers.
  2. Navigate to Site details and select the Outbound Routes tab.
  3. Under External Trunks, add the External Trunk you created for Bandwidth by selecting it from the Select External Trunks drop-down menu. Please make sure to assign any relevant classifications for the site.

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Assign Bandwidth phone numbers to Cloud CX users

Numbers can be assigned to users, groups, phones, queues, and any feature on Cloud CX that allows the creation of a new outbound voice interaction. In this tutorial, we’ll focus on how numbers can be assigned to users. For more information about other types of number assignments and number management, see this guide

Bandwidth: Configure Locations

You need to create a Location in your Bandwidth account that directs incoming calls to your Genesys Cloud CX trunk. Locations help you organize your phone number inventory and configure your IP addresses for Voice. You can create Locations via either the Bandwidth Dashboard or the Bandwidth API. When a number is added to a Location, it inherits the settings and properties of that Location. You must have both a Sub-account and a Location to start ordering phone numbers.

To add a Location:

  1. In the top navigation bar, click Account and select Locations.
  2. Click Create Location and complete the required fields. For more information, see this support article.
  3. Click Voice. Then, under Voice/IP address / DNS hosts, enter the Inbound SIP Termination Identifier you created here.

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Bandwidth: Assign numbers to Location

Next, you need to add numbers to the Location you've just created. That way, any number within it will have incoming calls routed to Genesys. For more information, see how to search and order phone numbers or how to move phone numbers to a different Sub-account or Location.

Genesys: Add numbers to Cloud CX

Once you've completed the above, it’s time to replicate your Bandwidth number inventory in the Cloud CX system:

  1. Under Cloud CX Admin Dashboard, navigate to Telephony > DID Numbers.
  2. Select the DID Ranges tab to add any numbers or ranges. If you’re adding a single number, you can enter the same E.164 number in both DID Start and DID End fields. We recommend adding Bandwidth in the Service Provider field to have better tracking of your resources in Cloud CX.
  3. Once you’ve completed the form at the bottom of the list, click + to add the number.

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Genesys: Assign numbers to Cloud CX User

Once you've added the numbers, they can be assigned to users. On Cloud CX, this can be done under DID Numbers or a user’s profile. For more information, see this guide.

  1. Under Cloud CX Admin Dashboard, navigate to Telephony > DID Numbers.
  2. Select the DID Assignments tab and choose a DID number you've added in the previous step.
  3. Select Assign, which will open more detailed settings for the assignment.
  4. Under Assignee Type, select Person.
  5. Under Assignee, select the name of the employee.
  6. Under Save Number As, select the appropriate number type (e.g., Work Phone).
  7. Leave the DID Number field unchanged – this will be the number you selected to assign.
  8. Click Save.

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Genesys: Assign numbers to Location for emergency calling

When agents or users make outbound calls to emergency numbers from phones connected to Cloud CX, the system uses the caller ID / phone number configured under the Location to which the numbers are assigned.

To assign a phone number for emergency calling to your location in Cloud CX:

  1. Under Cloud CX Admin Dashboard, navigate to Directory > Locations.
  2. Pick the Location to which you'd like to assign a Bandwidth number for emergency calling.
  3. Under Emergency Number, select the country from the drop-down menu, then enter the rest of the E.164 number, and click Save.

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Place test calls to check your setup

Once your setup is complete, any calls placed to the numbers associated with your Location will now be delivered by Bandwidth to your Cloud CX instance. 

You can use the Genesys Call Simulator to avoid making changes that could impact Production.

Troubleshooting

Most issues related to outbound calling are related to the external trunk configuration or site assignments:

  • If you're getting "no route found" issues when placing outbound calls, make sure the External Trunk you created for Bandwidth is assigned to the site of the phone, and that it has the relevant number plans assigned. You can also simulate the dial to ensure your number plans are okay from within the Cloud CX dashboard.
  • If calls are getting rejected, make sure the authentication credentials under External trunk settings are valid.

Support and further issues

Once you’re done with the setup, we recommend following the BYOC cloud configuration checklist to eliminate any issues caused by misconfiguration on your Cloud CX instance.

If you’re still having trouble connecting Bandwidth to Cloud CX, here are a few last tips:

  1. You can check whether your calls are reaching Bandwidth by looking at your Call History.
  2. If you see a call record showing up in Bandwidth with an error message, please open a ticket with your Bandwidth Support Team.
  3. If you don’t see a call record showing up in Bandwidth, this means the call was declined or rejected by your Cloud CX instance. In that case, please contact your Genesys partner for support.

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