SIP Trunk Setup for Genesys Cloud CX
Use Voyced as an external SIP provider
What You’ll Need
Before you begin, make sure you have:
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Admin access to Genesys Cloud CX
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A Genesys Cloud organisation with BYOC Cloud enabled
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Your Voyced SIP details:
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Voyced Account / telephone number:
Your-Voyced-DID -
Service password:
YourServicePassword -
SIP server:
sip.voyced.eu
-
-
Firewall access allowing SIP and RTP traffic
Requirements Before You Begin
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BYOC Cloud must be licensed and enabled in Genesys
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SIP transport must use UDP
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Ports must be open:
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SIP: UDP 5060
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RTP: As defined by Genesys media settings
-
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SIP ALG must be disabled on your firewall/router
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Only enable codecs:
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PCMA (alaw)
-
PCMU (ulaw)
-
SIP Trunk Setup Steps
1. Create a New SIP Trunk
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Log in to Genesys Cloud.
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Go to Admin → Telephony → Trunks.
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Click Create New.
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Choose:
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Trunk Type: External
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Provider Type: Generic SIP
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Click Create Trunk.
2. Configure General Settings
Under the trunk settings:
| Field | Value |
|---|---|
| Trunk Name | Voyced |
| SIP Server | sip.voyced.eu |
| SIP Port | 5060 |
| Transport Protocol | UDP |
| Outbound Proxy | Leave blank |
| Domain | sip.voyced.eu |
Save the section.
3. Authentication Settings
In the trunk configuration:
| Field | Value |
|---|---|
| Authentication Type | Digest |
| Username | Your-Voyced-DID |
| Password | YourServicePassword |
Enable registration if available.
Save changes.
4. Codec Settings
Under Media → Audio:
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Enable only:
-
PCMA
-
PCMU
-
-
Disable unnecessary codecs to avoid negotiation issues.
Save.
5. Outbound Route Setup
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Go to Admin → Telephony → Outbound Routes.
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Create a new route:
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Route Name: Voyced-Outbound
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Assign the Voyced trunk
-
-
Set number plan to use full international format:
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Example pattern:
\+?\d+
-
-
Ensure dialled numbers are sent in E.164 format without spaces.
Save.
6. Inbound Route Setup
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Go to Admin → Telephony → DID Numbers.
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Add your Voyced number:
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DID:
Your-Voyced-DID
-
-
Assign it to a:
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Queue
-
Flow
-
User
-
IVR
-
Save.
Testing Your Setup
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Confirm trunk shows as Active in trunk status.
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Place an outbound test call using full international format.
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Call your Voyced DID from a mobile to test inbound routing.
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Verify two-way audio.
Troubleshooting
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Trunk not active → Check firewall and SIP credentials.
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401 or 403 error → Verify username and password.
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404 error on outbound → Check number format and route patterns.
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One-way audio → Check RTP port range and NAT settings.
Final Tips
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Always send numbers in full international format.
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Keep From Domain set to
sip.voyced.eu. -
Do not enable SIP ALG.
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If debugging is needed, use Genesys SIP trace tools and provide timestamps when contacting support.
Last updated: 01/03/2026
© Voyced
All information provided is copyrighted and purely informative in nature. It is maintained by Voyced with the greatest of care using reliable sources only.
Given the fast evolution of the telecom sector, Voyced does not offer any guarantee about the accuracy and completeness of the information offered.
We explicitly do not give anyone permission to use this information in any other way than to inform themselves about what (legal) requirements there may be and they need to comply with when registering Services and/or DIDs with Voyced.
