Manage the retryable reason/cause codes

Prerequisites
  • Telephony > Plugin > All permission

Genesys Cloud allows you to manage two types of retryable codes: Retryable Reason Codes and Retryable Cause Codes. The values in these lists establish valid codes that Genesys Cloud will recognize and respond to when managing issues with available lines for outbound calls.

When an outbound call made on this line fails, the trunk receives a Failure SIP Response, which contains either a SIP reason code, a Q.850 cause code, or both. Genesys Cloud compares the codes found in the Failure SIP Response against the codes you configure and determines how to proceed. 

  • If the Failure SIP Response has only a reason code and that code matches an item in the Retryable Reason Code list on your trunk, the call will be retried on the next trunk, if there is one.
  • If the Failure SIP Response has a reason code and a cause code and those codes match items in both the Retryable Reason Code and Retryable Cause Code list on your Trunk, the call will be retried on the next trunk, if there is one.
  • If the Failure SIP Response has a reason code and a cause code and neither of them match the Retryable Reason Code or Retryable Cause Code list on your trunk, the call is terminated.

You’ll use the Retryable Reason Codes and Retryable Cause Codes settings to enter a list or range of codes that you want your trunk to respond to. By default, Genesys Cloud automatically enters a list of the most common retryable codes in the Retryable Reason Codes and Retryable Cause Codes fields. If you are encountering issues with outbound calls being terminated even though you have available lines, you may need to alter the lists of retryable codes.

Note: If an Edge uses a tieline to communicate with another edge, and receives a retryable code over that tieline, it won’t attempt a retry if the code is only configured on the trunk. Instead it uses the Edge Group container.

Change the retryable codes for a trunk:

  1. Click Admin.
  2. Under Telephony, click Trunks.
  3. Click the appropriate tab: External Trunks or Phone Trunks.
  4. From the list, select the trunk you want to configure.
  5. Under the External Trunk Configuration or the Connection Configuration section, click Transport.
  6. To change the list of SIP reason codes, enter a new list or range of codes in the Retryable Reason Codes box.
  7. To change the list of Q.850 cause codes, enter a new list or range of codes in the Retryable Cause Codes box.
  8. Click Save External Trunk or Save Phone Trunk.

Change the retryable codes for an Edge Group

  1. Click Admin.
  2. Under Telephony, click Edge Groups.
  3. From the list, select the Edge Group you want to configure.
  4. Under the Outbound section, click Transport.
  5. To change the list of SIP reason codes, enter a new list or range of codes in the Retryable Reason Codes box.
  6. To change the list of Q.850 cause codes, enter a new list or range of codes in the Retryable Cause Codes box.
  7. Click Save Group.

For more information, see BYOC Premises Edge group settings.