> ## 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.

# Connect Genesys via SIP Trunking

> Integrate UponAI with Genesys Cloud using a SIP Phone Trunk.

<Note>
  Customers on enterprise or paid support plans can contact [support@uponai.com](mailto:support@uponai.com) for step-by-step guidance.
</Note>

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.

## UponAI SIP Details

| Setting               | Value                                                                       |
| --------------------- | --------------------------------------------------------------------------- |
| SIP Server URI        | `sip.retellai.com`                                                          |
| IP ranges             | `18.98.16.120/30` (all regions), `143.223.88.0/21`, `161.115.160.0/19` (US) |
| Recommended transport | TCP (also supports UDP and TLS/SRTP)                                        |
| Supported codecs      | PCMU, PCMA, G.722                                                           |

***

## Step 1: Firewall Considerations

**Whitelist UponAI IP ranges** (allow inbound SIP from UponAI to Genesys):

| CIDR Block         | Coverage           |
| ------------------ | ------------------ |
| `18.98.16.120/30`  | All regions        |
| `143.223.88.0/21`  | Certain US traffic |
| `161.115.160.0/19` | Certain US traffic |

**Ports to open bidirectionally:**

| Protocol  | Port        | Purpose                                         |
| --------- | ----------- | ----------------------------------------------- |
| TCP / UDP | 8060        | SIP signaling (Genesys SIP phone trunk default) |
| TCP       | 8061        | SIP over TLS                                    |
| UDP       | 16384–32766 | RTP / SRTP media                                |

<Note>
  Genesys Cloud uses ports **8060/8061** for SIP phone trunks — not the standard 5060/5061. Ensure your firewall uses these Genesys-specific ports.
</Note>

***

## 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:

| Codec              | Genesys Format | Notes                                   |
| ------------------ | -------------- | --------------------------------------- |
| PCMU (G.711 µ-law) | `audio/PCMU`   | Recommended — standard in North America |
| PCMA (G.711 A-law) | `audio/PCMA`   | Standard outside North America          |
| G.722              | `audio/G722`   | Wideband (HD voice)                     |

***

## 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.

***

## 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.

***

## 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)

***

## 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:**

| Symptom                 | Likely Cause                   | Fix                                          |
| ----------------------- | ------------------------------ | -------------------------------------------- |
| 403 Forbidden           | IP not whitelisted             | Add UponAI CIDR blocks to SIP Access Control |
| 503 Service Unavailable | `sip.retellai.com` unreachable | Check DNS and firewall on port 8060          |
| One-way audio           | RTP blocked or NAT issue       | Open UDP 16384–32766, check SDP IPs          |
| No audio (codec)        | No shared codec in SDP         | Add PCMU/PCMA to Genesys trunk codec list    |
| Calls drop at \~30s     | Mid-call SIP re-INVITE blocked | Allow mid-call signaling through firewall    |

For unresolved issues, collect the Genesys Interaction ID and UponAI Call ID and contact [support@uponai.com](mailto:support@uponai.com).