External trunk and Phone trunk configuration

  • Telephony > Plugin > All permission

By default Genesys Cloud populates the preferred codec list with some of the more common codecs; however, this default list might not match the codecs supported by your SIP trunk provider. In order to maximize the quality of calls and the amount of bandwidth used for calls, you’ll want to choose and configure your preferred codec list to match the settings that your SIP trunk provider supports. 

Genesys Cloud provides the following codecs:

  • audio/g722
  • audio/g729
  • audio/PCMA (g711 A-Law)
  • audio/PCMU (g711 µ-Law)
  • audio/opus

  • Genesys Cloud WebRTC only works with the Opus codec.
  • PCMU and PCMA are also known as the g711 codec (the PCM stands for Pulse Code Modulation). PCMU ( µ-Law) is primarily for use in North America and PCMA (A-Law) is primarily for use in other countries outside of North America.
  • All of the codecs that Genesys Cloud provides have silence suppression enabled by default. Silence suppression reduces bandwidth usage by not transmitting information over the network when one of the parties involved in a call is not speaking.

Configure the preferred codec list

  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 External Trunk Configuration or the Connection Configuration section, click Media.
  6. Use the controls in the Preferred Codec List section to organize your codecs:
    • Use the Select a Codec drop down to choose the codecs you want to use.
    • Use the up and down arrows to specify the order in which you want to use the codecs.
    • Click the trash can icon to remove any unsupported codecs.
  7. Use the Media Method drop down to select the method that matches the settings used by the SIP server.
  8. Click Save External Trunk or Save Phone Trunk.