Enable protocol capture

Note: This article covers External trunk, Phone trunk, and Edge groups configuration.


  • Telephony > Plugin > All permission

You can enable the Protocol Capture setting on an External trunk or on a Phone trunk. You can also enable the Protocol Capture setting in Edge groups.

The Protocol Capture setting is designed to be enabled while you are working with Genesys Cloud Customer Care personnel. Enabling it generates a PCAP file that contains protocol-specific network information that can be used for diagnostic and troubleshooting purposes. Therefore, you should only enable the Protocol Capture setting as directed by Genesys Cloud Customer Care.

  • Enabling protocol capture can degrade performance and affect QoS.
  • If your organization is using Secure IVR, do NOT enable the Protocol Capture setting. The reason being that, when enabled, this setting allows the logging of all data entered into the system. This includes data entered via Secure IVR flows, which could include sensitive data that should not be exposed or captured.
  • If you are a PCI-compliant Genesys Cloud organization and have the PCI DSS setting enabled, then you cannot enable protocol capture – the Protocol Capture setting is unavailable.

To enable protocol capture:

  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 Diagnostic.
  6. Set Protocol Capture to Enabled.
  7. Under Capture Until, enter the date and time to specify how long you want to collect data.
  8. Click Save External Trunk or Save Phone Trunk.

  1. Click Admin.
  2. Under Telephony, click Edge groups.
  3. From the list, select the Edge group you want to configure.
  4. Click Diagnostic.
  5. Set Protocol Capture to Enabled.
  6. Under Capture Until, enter the date and time to specify how long you want to collect data.
  7. Click Save Edge Group.

For more information, see Download protocol capture logs.