To troubleshoot network or SIP trunk configurations, use the information in the SIP Diagnostics section on the Interactions Detail page. This information is for telephony administrators and network engineers who need to understand the SIP signaling sent between Genesys and the third-party carrier or PBX, at the other end of the call.
A PCAP file is a packet capture file that can be viewed with freely available network protocol analyzer applications. A PCAP file shows you the signaling history for a specific call and can be used to troubleshoot call failures at the SIP level.
Calls that traverse an external trunk such as BYOC Cloud Carrier, PBX trunks, or premises Edge External Trunks, will have a PCAP file generated. The PCAP file is available for analysis for 21 days.
PCAP generation is considered a best-effort on premises Edge appliances. To prioritize real-time media processing during periods of high resource utilization, PCAP generation can be delayed or even suspended.