SIP formats

The following tables provide a reference to the SIP formats that Genesys Cloud supports.

Typical call syntax Server proxy list Notes

911

3172222222

19196669800

Yes, typically one entry.
162.97.105.13

Usually requires an interface route for indirect routing to a local intermediary.


Example:
route add 162.97.105.8/27 172.18.184.10 -p

Trunks can be special purpose to handle only certain classifications of calls (Emergency, Local, Long Distance, International) or they can handle a mix including all.

Typical call syntax Server proxy list Notes

911

3172222222

tel:19196669800

sip:+19196669800@10.0.0.90; user=phone

Yes, typically one or more of the gateway(s).
10.0.0.90

If the interface is directly attached to the same network, the system does not require a route.

Gateways typically only handle tel: addresses
but can be referenced directly by sip addresses.

Some gateways do not accept tel: addresses
directly and require sip: addresses.

Gateways host multiple TDM Trunks and can be special purpose to handle only certain classifications of calls (Emergency, Local, Long Distance, International) or they can handle a mix including all.

Typical call syntax Server proxy list Notes
13177158206
sip:2222222@indyhqic
sip:8206@indyhqic
Yes, typically two: a primary and a backup.
172.17.250.243
172.17.250.244
If the interface is directly attached to same network, the system does not require a route.
Typical call syntax Server proxy list Notes
2222222@10.0.0.90
sip:joe.smith@rtpedge1.genesys.com
sip:105@indyhqic.genesys.com
8206@indyhqic
sip:+13178723000@indyhqic1
No Able to route to any device on the network.
Typical call syntax Server proxy list Notes
Anything. A proxy can front any of the other trunks. Yes, typically one or more of the proxies. Primary plus failovers.
10.10.254.18

Web Admin, for example:
https://10.10.254.18:442

Proxies are intermediaries and forward on requests without modifying them much. They do not necessarily stay in the route after connect.

Typical call syntax Server proxy list Notes
Anything. An SBC (Session Border Controller) can front another network. Yes, typically one or more of the SBCs.

SBCs are on the edge of a network and handle ingress and egress traffic. They act as a B2BUA (Back-to-Back-User Agent) always modifying/hiding the request. They always stay in the route.

Example: Third parties, such as Acme Packet.

Each Site classifies outbound dialed numbers and addresses independently into a few categories.  While these classifications are definable by an administrator, this section attempts to define a few common cases.  The Genesys Cloud configuration combines classification and normalization together to prevent duplication of the matching criteria.  All numbers are normalized in the system.  

The default classifications are Emergency, Information, Intercom, Local, Toll Free (TF), Long Distance (LD), International, and Unknown. The following tables summarize these classifications.

 

RegEx Match Normalized Format Display Format Notes
^(911)$ $1 $1

Country specific.

A list of numbers are desirable such as including the mobile emergency number 112: ^(911|112)$

RegEx Match Normalized Format Display Format Notes
^(411)$ $1 $1

Country specific.

RegEx Match Normalized Format Display Format Notes
^(tel:|sip:|sips:)?(\d{4})(@.*)?$

$1+15556669800;ext=$2$3

$1 Site’s main number is the root of the normalized format. Sites can alter the pattern to include a prefix digit or use 1-6 digits for extensions.
RegEx Match Normalized Format Display Format Notes
^(tel:|sip:|sips:)?\+?(1)?[-. ]?\(?(555)?\)?[-. ]?(\d{3})[-. ]?(\d{4})(@.*)?$ $1+1555$4$5$6 $4-$5

Local calls are identified by matching the included country code and site’s area code(s), respectfully.

Optional common separators are allowed

RegEx Match Normalized Format Display Format Notes
^(tel:|sip:|sips:)?\+?(1)?[-. ]?\(?(800|888|877|866|855|844|833|822)?\)?[-. ]?(\d{3})[-. ]?(\d{4})(@.*)?$ $1+1$3$4$5$6 ($3) $4-$5

Country specific.

Similar to Local except the area codes are a list of numbers that are toll free.

RegEx Match Normalized Format Display Format Notes
^(tel:|sip:|sips:)?\+?(1)?[-. ]?\(?(\d{3})?\)?[-. ]?(\d{3})[-. ]?(\d{4})(@.*)?$ $1+1$3$4$5$6 ($3) $4-$5

Country specific.

Identified by matching the country code and wild carding the area code.

RegEx Match Normalized Format Display Format Notes

^(tel:|sip:|sips:)?\+?(\d{1,3})[-. ]?(\d{3})[-. ]?(\d{3})[-. ]?(\d{4})(@.*)?$

$1+$2$3$4$5$6

$1-$3-$4-$5

Identified by wild carding the country code of the number. Any 11 to 13 digit number not matched previously are identified as International.

RegEx Match Normalized Format Display Format Notes

^(.*)$

$1

$1

Catch all for anything unmatched.

Note: In the tables, country specific numbers are given as US.

Routing can be a table matching the address classification to a group of lines to dial (sequentially or random).  Each classification would be unique in the table. Edge Dial Plan entries for “external” types come from the outbound routing rules table.

Note: Routing rules are configured per site.

  • Simplified routing associations – All calls of a particular classification get routed one way.  This decoupling of number processing and route association makes routing decisions easier.
  • Least Cost Routing – The classification system allows for route definitions that use trunks (external lines) whose cost varies.
  • Failover – The trunk external line list or line group can hunt lines when previous lines fail.
  • Cost Escalation – The trunk list can include trunks in an ordered list which allows for more costlier lines after cheap lines, in case the cheaper lines are full or not working.  For example local calls could go over the local carrier but escalate to the long distance carrier only when all local lines are in use.

Example routing rules table.

Description Classification Route List

Local 911

Emergency

Time Warner Trunk FXO Gateway

Local Information

Information

Time Warner Trunk

Local Calls

Local

Time Warner Trunk Gateway 1 Gateway 2 Sprint Trunk

Long Distance Calls

Long Distance

Sprint Trunk

US to Canada

Canada

Verizon Trunk Level 3 Trunk

Cheap VoIP International Calling

International

Level 3 Trunk Sprint Trunk

Assumptions:

  • Time Warner is the local carrier.
  • Sprint is the long distance carrier.
  • FXO Gateway is a local four port analog gateway to POTS analog lines.  For local 911 backup when the RCM service is down.
  • Gateway 1 & 2 are PRI, T1, or E1 TDM trunks.
  • Verizon is the carrier with special US to Canada pricing.
  • Level 3 is the carrier with cheap international rates but a lesser SLA for call quality.

Use Case Dialed Classification Notes
Number 911 Emergency

tel: address

tel:911 Emergency

sip: address

sip:911@site.domain Emergency

Destination domain matches the site’s domain.

Use Case Dialed Classification Notes
Number 411 Information
tel: address tel:411 Information
sip: address sip:411@site.domain Information Destination domain matches the site’s domain.

Use Case Dialed Classification Notes

Number w/4 digits

1206

Intercom

Common use case. Treat all four digits numbers as intercom.

tel: address

tel:1206

Intercom

sip: address

sip:1206@site.domain

Intercom

Destination domain matches site’s domain.

Number starting with a 7 prefix (7xxx)

7206 Intercom

If they do not need different routing, a separate classification is not needed.

Number Bridged Extension Calls (8xxx)

8206

Intercom Bridge to CIC

A new classification is required, so these extensions can route over the bridge external tieline to the external destination.

sip: address Bridged Extension Calls (@host)

sip:1206@host

Intercom Bridge to CIC

Matching the proper destination host is required to route over the bridge external tieline to the external destination. This allows for proper routing and disambiguates when a site’s extension number range overlaps with the IP PBX’s extension number range.

Use Case Dialed Classification Notes

Number, local exchange w/4digits

555-2222

Local

Common use case. Treat all 3 digit / separator / 4 digit numbers as intercom. You may need a list of local exchanges.

tel: address

tel:555-2222

Local

sip: address

sip:555-2222@site.domain

Local

Destination domain matches site’s domain.

With area code

(311) 555 2222

Local

Should match site’s local area code and be preempted from being long distance.

With full format

1.311.5552222

Local

Full 11 to 13 digits, should match the site’s local country code and area code and preempted from being long distance or international.

Use Case Dialed Classification Notes

800 number

18005552222

Toll Free

Common use case. Treat all 3 digit / separator / 4 digit numbers as intercom.

tel: address

tel:18005552222

Toll Free

sip: address

sip:18005552222@site.domain

Toll Free

Destination domain matches site’s domain.

With tool free area code

(800) 555 2222

Toll Free

Should match site’s tool free codes and pre-empted from being long distance.

With full format

1-800-555-2222

Toll Free

Full 11 to 13 digits, should match the U.S. country code and tool free codes and pre-empted from being long distance or international.

Also known as national calls in some countries.

Use Case Dialed Classification Notes

Number

(812) 675-5599

Long Distance

Bedford, IN Time and Temp. Area code is outside of the site’s local area codes.

tel: address

tel:(812) 675-5599

Long Distance

sip: address

sip:(812) 675-5599@site.domain

Long Distance

Destination domain matches our site’s domain.

With full format

+1 800 555-2222

Long Distance

Full 11 to 13 digits, it needs to match the site’s country code and preempted from being international.