BYOC Cloud configuration checklist

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Genesys Cloud BYOC Cloud configuration checklist provides comprehensive troubleshooting steps to ensure proper connection setup and functionality. Key configuration requirements include creating an AWS Phone Edge site with valid location, verifying carrier BYOC compliance, and correctly crafting carrier invites per trunk requirements. Technical setup involves configuring ACLs on both connection sides, allowing SIP and media access through firewalls, updating number plans to leverage BYOC, and establishing outbound routes using the new trunk. Users must assign DIDs and toll-free numbers to both users and call routes, set fallback Caller ID, and utilize Prioritized Caller Selection for caller ID configuration. Testing is performed using Genesys Cloud's call simulator, and if issues persist, support cases can be opened with organization details, trunk name, test call information, and carrier packet captures for investigation.

To help you track down and fix any problems that crop up with a BYOC Cloud connection, investigate the following articles and use the information to troubleshoot and ensure that your connection is properly configured.

What to look for	For more information, see
Make sure that you create a site that leverages AWS for Phone Edge Assignment.	Create a site under BYOC Cloud
Make sure that your site has a valid location.	Add a location Make a location available for sites
Make sure that your carrier meets the requirements for BYOC	The General requirements section of Carrier requirements for BYOC Cloud
Make sure that you craft your invites correctly.	The BYOC trunk requirements section of Carrier requirements for BYOC Cloud Create a BYOC Cloud trunk External trunk settings
Make sure that you configure your ACLs correctly on both sides of the connection (Genesys Cloud – Carrier). Note: For information about ACLs on the Carrier side, consult your carrier’s documentation.	BYOC Cloud public SIP IP addresses
If you are connecting an on-premises device (SBC or gateway), make sure that you allow SIP & Media access through your firewall.	About ports and services for your firewall
Make sure that your number plan is updated and set up to leverage a BYOC Cloud connection.	Number plan information
Make sure that your outbound route is set up to use your new Trunk. Note: This task is required even if the trunk is intended to be Inbound only	Create an outbound route
Make sure that you properly assign your DID and toll-free numbers: For users For call routes Make sure that you set your fallback Caller ID.	Set up DID and toll-free numbers Assign DID and toll-free numbers Add a call route Use the Prioritized caller ID locations feature to configure caller ID information
Use the Genesys Cloud call simulator to test your connection.	Test destination phone numbers with the call simulator

If you are still encountering problems, follow the instructions for opening a support case in the Genesys Genesys Cloud – My Support Information Guide, which you can download from the Genesys Cloud Product Support article.

Note: As you fill in the Description of your support case, be sure to include the following:

Organization name/ID
Trunk name
Date/time of a test call
To/From numbers of the test call

If you have packet captures from the carrier side, follow the instructions for uploading files to your support case.

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BYOC Cloud configuration checklist

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