Prerequisites
  • Telephony > Plugin > All permission

The External Trunks page has two sections. The upper section contains the base settings needed for an External Trunk. The lower section, which consists of a series of collapsible sections, contains other settings that you can use to refine your external trunk configuration. 

Genesys Cloud recommends that you rely on the base BYOC Cloud trunk settings described in this article. However, if your carrier has other requirements, you can use the additional settings to refine your external trunk configuration. For more information, see Configure advanced external trunk settings. 

There are two types of BYOC trunks that you can select depending on how your telephony system is set up. Each trunk type also has a subtype that is designed to narrow down the settings that are required for that type of trunk. In the case of the BYOC PBX trunk type, there is only one subtype. In the case of the BYOC Carrier trunk type, there are two subtypes: One is a generic subtype that you can use for most carrier configurations. The other is a Verizon-specific subtype that you use if Verizon is your carrier.

If you need more information about any of the settings on the External trunk page, see External trunk settings.

Configure an external trunk

  1. Click Admin.
  2. Under Telephony, click Trunks.
  3. Click the External Trunks tab.
  4. Click Create New.
  5. In External Trunk Name, enter a trunk name.
  6. From the Type lists, select the type and subtype for the BYOC Cloud trunk you want to create.
  • Under Type:
    • Select BYOC Carrier from the first list.
    • Select either Generic BYOC Carrier or Verizon BYOC Carrier from the second list.
  • Under Type:
    • Select BYOC PBX from the first list.
    • Select Generic BYOC PBX from the second list
  1. Set Trunk State to In-Service.
  2. Select the appropriate trunk transport protocol from the Protocol list.

For more information, see Choose a trunk transport protocol.

  1. Under Inbound select your Number Plan Site. This setting allows you to identify the site with the number plan that you want to use. For more information, see Improve inbound call handling with the Number Plan Site feature.
  2. Configure the appropriate settings for your trunk subtype:
  • Enter an identifier in the Inbound SIP Termination Identifier box.
    • The Inbound SIP Termination Identifier is a static configuration that populates with a regionally unique identifier. This identifier directs traffic from third-party PBXs to the organization.
  • Enter a header in the Inbound SIP Termination Header box.
    • The Inbound SIP Termination Header is a custom field that contains the Termination Identifier value for inbound calls to Genesys Cloud.

  • Enter an identifier in the Inbound SIP Termination Identifier box.
    • The Inbound SIP Termination Identifier is a static configuration that populates with a regionally unique identifier. This identifier directs traffic from external Carriers to the organization.
  • Enter a header in the Inbound SIP Termination Header box.
    • The Inbound SIP Termination Header is a custom field that contains the Termination Identifier value for inbound calls to Genesys Cloud.

Note: The Inbound SIP Termination Header field is optional. This field should only be used when the standard identification methods like FQDN, TRGP and SIP DNIS are unavailable.

  • Enter an identifier in the Inbound SIP Termination Identifier box.
    • The Inbound SIP Termination Identifier is a static configuration that should be populated with a regionally unique identifier. This identifier will be used to direct traffic from Verizon to the organization.
  • The Inbound SIP Termination Header box is preconfigured with a Verizon-specific header.

  1. If you cannot use either the FQDN or the TGRP format for the inbound SIP termination identifier, enable DNIS Replacement Routing.

For more information on the Inbound settings, see Configure SIP routing for a BYOC Cloud trunk.

  1. Under Outbound, enter the appropriate identifiers in the Outbound SIP Termination FQDN, Outbound SIP TGRP Attribute, and Outbound SIP DNIS boxes to configure your outbound request URI.

For more information on the Outbound settings, see Configure SIP routing for a BYOC Cloud trunk.

  1. To specify any SIP Servers or Proxies enter a value in the Hostname or IP Address box, a port number in the Port box, and click Plus . 
  2. Choose the appropriate Digest Authentication setting.
    • If you enable Digest Authentication, you need to specify the associated Realm, and the User Name, and Password to use as the authentication credentials.
  3. Under Calling, specify the Caller Address and Caller Name for the trunk and then use the Prioritized Caller Selection to specify the location from which and order in which you want to display caller ID information to the call recipient.
  1. Under SIP Access Control, you can build a list of IP or CIDR addresses to which you want to permit SIP access. To do so,  enter an address and click Plus .
  2. If you are configuring a BYOC PBX trunk, you'll see the PBX Passthrough setting.
    • Enable this setting if you want to allow your PBX to pass calls intended for the PSTN directly through Genesys Cloud.

For more information, see Configure PBX passthrough for a BYOC trunk.

  1. If you are configuring a Verizon BYOC Carrier trunk subtype, you need to configure a few Verizon-specific settings in the Custom SIP headers section.

  • Under External Trunk Configuration, expand the Protocol section.
  • Under Outbound, in the Custom SIP headers section, you'll find three Verizon-specific Headers:
    • X-VZ-CSP-Domain
    • X-VZ-CSP-Customer-Identifier
    • X-VZ-CSP-Leg-Type
  • You need to work with your Verizon representative to find the correct values to enter into the Value boxes for X-VZ-CSP-Domain and X-VZ-CSP-Customer-Identifier headers.
  • The Value box for the X-VZ-CSP-Leg-Type header is automatically filled in with the value of "agent" and you should leave this box as is.

For more information, see Configure Custom SIP headers.

  1. Click Save External Trunk.

For more information about any of the settings on the Create/Edit External Trunk page, see External trunk settings.