BYOC Cloud configuration checklist

To help you track down and fix any problems that crop up with a BYOC Cloud connection, investigate the following articles and use the information to troubleshoot and ensure that your connection is properly configured.

What to look for For more information, see
Make sure that you create a site that leverages AWS for Phone Edge Assignment.

Create a site under BYOC Cloud

Make sure that your site has a valid location.

Add a location

Make a location available for sites

Make sure that your carrier meets the requirements for BYOC

The General requirements section of Carrier requirements for BYOC Cloud

Make sure that you craft your invites correctly.

The BYOC trunk requirements section of Carrier requirements for BYOC Cloud

Create a BYOC Cloud trunk

External trunk settings

Make sure that you configure your ACLs correctly on both sides of the connection (Genesys Cloud – Carrier).

Note: For information about ACLs on the Carrier side, consult your carrier’s documentation.

BYOC Cloud public SIP IP addresses


If you are connecting an on-premises device (SBC or gateway), make sure that you allow SIP & Media access through your firewall.

About ports and services for your firewall

Make sure that your number plan is updated and set up to leverage a BYOC Cloud connection.

Number plan information

Make sure that your outbound route is set up to use your new Trunk.

Note: This task is required even if the trunk is intended to be Inbound only

Create an outbound route

Make sure that you properly assign your DID and toll-free numbers:

  For users

  For call routes

Make sure that you set your fallback Caller ID.

Set up DID and toll-free numbers 

Assign DID and toll-free numbers

Add a call route

Use the Prioritized Caller Selection feature to configure caller ID information

Use the Genesys Cloud call simulator to test your connection.

Test destination phone numbers with the call simulator

If you are still encountering problems, follow the instructions for opening a support case in the Genesys Genesys Cloud – My Support Information Guide, which you can download from the Genesys Cloud Customer Care article.

Note: As you fill in the Description of your support case, be sure to include the following:

  • Organization name/ID
  • Trunk name
  • Date/time of a test call
  • To/From numbers of the test call

 If you have packet captures from the carrier side, follow the instructions for uploading files to your support case.