• Telephony > Plugin > All permission

If you need to exercise more control over the configuration of your external trunk based on the SIP requirements from your carrier, investigate the information presented in this article. Here you’ll find links to information on adjusting the basic settings as well as configuring the settings found in the External Trunk Configuration section of the Create/Edit External Trunk page.

If you have questions or need more information about any of the settings on the Create/Edit External Trunk page, see the External trunk settings reference.


When you are configuring advanced external trunk settings to match the SIP settings required by your carrier, you can save yourself time and energy by learning more about how to establish your requirements for an external SIP trunk. Then, download a questionnaire that will help you gather the information that you need.

Additional settings

While there are certain basic settings that you must configure on the main External Trunks page, there are additional settings on this page that you may also need to configure or modify.


In the General section, you’ll find settings for configuring calls.


In the Transport section, you’ll find settings for configuring various network options.


In the Identity section, you’ll find settings for configuring the way that inbound and outbound calls are identified.


In the Media section, you’ll find settings for configuring how audio and recording are handled.


In the Protocol section, you’ll find settings for configuring various protocol related options.


In the Diagnostic section, you’ll find settings for collecting additional information about the traffic going across the SIP Trunk. These settings will help you to troubleshoot issues with call quality and other problems. These settings are designed to be enabled while you are working with Genesys Cloud Technical Support personnel.


The Custom option is designed to allow Genesys Cloud Technical Support personnel to alter an external trunk configuration for troubleshooting or special circumstances. You should only enter custom property settings as directed by Genesys Cloud Technical Support.