Connect Genesys via SIP Trunking

Documentation Index

Fetch the complete documentation index at: https://documentation.uponai.com/llms.txt

Use this file to discover all available pages before exploring further.

This guide walks through connecting Genesys Cloud to UponAI using a SIP Phone Trunk. UponAI registers with Genesys as a SIP endpoint, allowing Genesys to route inbound calls to UponAI agents and allowing UponAI to place outbound calls through Genesys numbers.

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UponAI SIP Details

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Step 1: Firewall Considerations

Whitelist UponAI IP ranges (allow inbound SIP from UponAI to Genesys): Ports to open bidirectionally:

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Step 2: Create a SIP Phone Trunk in Genesys Cloud

1. Go to Admin > Telephony > Trunks > Phone Trunks
2. Click Create New
3. Enter a name (e.g. UponAI-SIP-Trunk) and set Type to SIP
4. Verify Trunk State is set to In-Service
5. Under Protocol and Listen Port, select:
   • UDP or TCP → port 8060 (recommended)
   • TLS → port 8061 (required for SRTP)
6. Under SIP Access Control, set Use Source Address to Yes and add each UponAI IP subnet:
   • 18.98.16.120/30
   • 143.223.88.0/21
   • 161.115.160.0/19
7. Click Save Phone Trunk

Codec configuration — configure at least one of:

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Step 3: Configure Phone Numbers

Assign numbers to the SIP trunk:

1. Go to Admin > Telephony > Phone Numbers
2. Select the number to use with UponAI
3. Edit and assign it to the UponAI-SIP-Trunk you created

Import the number into UponAI:

1. In the UponAI dashboard, go to Phone Numbers > Import Number
2. Fill in:
   • Phone Number: E.164 format (e.g. +12137771234)
   • Termination SIP URI: Your Genesys Edge/SBC FQDN or IP on port 8060 (e.g. your-edge.genesys.com:8060)
   • SIP Username / Password: Only if inbound digest auth is configured on the Genesys trunk
3. Save and assign a UponAI agent to the number

You can also import numbers via the Import Number API.

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Step 4: Configure Inbound Call Routing in Genesys

For inbound calls to route through UponAI:

1. In Genesys Cloud, go to Admin > Routing > Call Routing (or use Architect for complex flows)
2. Create an Inbound Call Flow in Architect with a Transfer to SIP action:
   • SIP URI: sip:{call_id}@sip.retellai.com (where call_id comes from the Register Phone Call API)
3. Create a DID Route mapping your phone number to this call flow
4. Publish the flow

For outbound calls — use the UponAI dashboard or Create Phone Call API. UponAI sends a SIP INVITE to your Genesys termination URI, which routes the call to the PSTN with the correct caller ID.

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Step 5: TLS and SRTP (Optional)

For encrypted signaling and media:

• UponAI SIP URI: sip:sip.retellai.com;transport=tls
• Genesys trunk: Protocol = TLS, Port = 8061
• TLS Version: TLS v1.2
• Recommended SRTP cipher: AES_CM_128_HMAC_SHA1_80

If certificate validation fails (especially with an on-premises SBC/Edge), install these from the Amazon Trust Services repository:

• Root CA: Amazon Root CA 1 (AmazonRootCA1.pem)
• Intermediate CA: C=US, O=Amazon, CN=Amazon RSA 2048 M01 (if full chain is required)

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Step 6: Test and Debug

Inbound test: Call the Genesys number externally → verify UponAI agent handles it → check audio both directions Outbound test: Place call from UponAI dashboard → verify caller ID and audio quality Common issues: For unresolved issues, collect the Genesys Interaction ID and UponAI Call ID and contact support@uponai.com.