SIP formats

AI-generated summary

Genesys Cloud supports multiple SIP formats and trunk types to accommodate diverse telecommunications routing requirements through a flexible architecture that decouples number processing from route association. The system classifies outbound numbers into eight default categories per site—Emergency, Information, Intercom, Local, Toll Free, Long Distance, International, and Unknown—using regular expression matching with normalized and display formats to standardize number handling. Call classification accommodates formats ranging from 4-digit extensions to 11-13 digit international numbers, with support for optional separators and protocol prefixes including tel: and sip: URI addressing. The telecommunications infrastructure includes multiple component types: Gateways handle tel: addresses and host TDM trunks; Proxies function as intermediaries that forward requests with minimal modification; and Session Border Controllers (SBCs) operate as Back-to-Back-User Agents at network edges, remaining in the call route while modifying requests. Bridged extension calls require specific host matching for proper external tieline routing and disambiguation of overlapping extension ranges. Outbound routing rules associate address classifications to line groups through multiple strategies configured per site. The system supports simplified routing where all calls of a particular classification route identically, Least Cost Routing to direct calls through variable-cost trunks, Failover functionality for alternative line hunting when primary lines fail, and Cost Escalation to sequence trunks from least to most expensive. Long-distance destinations are identified when the destination domain matches the site's domain, with full format numbers containing 11 to 13 digits routed based on matching the site's country code while preventing international routing misclassification. Local 911 backup functionality operates when the RCM service is unavailable, utilizing Gateway 1 and 2 as PRI, T1, or E1 TDM trunks with carrier options including Verizon and Level 3. Preemption rules prevent misclassification of local and toll-free calls, while a catch-all classification handles unmatched number formats to ensure comprehensive call processing coverage across all telecommunications scenarios. The system accommodates various trunk types including FXO gateways for analog POTS lines, PRI/T1/E1 TDM trunks, and SIP-based connections for cost optimization and routing flexibility.

The following tables provide a reference to the SIP formats that Genesys Cloud supports.

Trunk typesClick to expand

Typical call syntax	Server proxy list	Notes
911 3172222222 19196669800	Yes, typically one entry. 162.97.105.13	Usually requires an interface route for indirect routing to a local intermediary. Example: route add 162.97.105.8/27 172.18.184.10 -p Trunks can be special purpose to handle only certain classifications of calls (Emergency, Local, Long Distance, International) or they can handle a mix including all.

Typical call syntax

Server proxy list

Notes

911

3172222222

19196669800

Yes, typically one entry.
162.97.105.13

Usually requires an interface route for indirect routing to a local intermediary.

Example:
route add 162.97.105.8/27 172.18.184.10 -p

Trunks can be special purpose to handle only certain classifications of calls (Emergency, Local, Long Distance, International) or they can handle a mix including all.

Typical call syntax	Server proxy list	Notes
911 3172222222 tel:19196669800 sip:+19196669800@10.0.0.90; user=phone	Yes, typically one or more of the gateway(s). 10.0.0.90	If the interface is directly attached to the same network, the system does not require a route. Gateways typically only handle tel: addresses but can be referenced directly by sip addresses. Some gateways do not accept tel: addresses directly and require sip: addresses. Gateways host multiple TDM Trunks and can be special purpose to handle only certain classifications of calls (Emergency, Local, Long Distance, International) or they can handle a mix including all.

Typical call syntax

Server proxy list

Notes

911

3172222222

tel:19196669800

sip:+19196669800@10.0.0.90; user=phone

Yes, typically one or more of the gateway(s).
10.0.0.90

If the interface is directly attached to the same network, the system does not require a route.

Gateways typically only handle tel: addresses
but can be referenced directly by sip addresses.

Some gateways do not accept tel: addresses
directly and require sip: addresses.

Gateways host multiple TDM Trunks and can be special purpose to handle only certain classifications of calls (Emergency, Local, Long Distance, International) or they can handle a mix including all.

Typical call syntax	Server proxy list	Notes
13177158206 sip:2222222@indyhqic sip:8206@indyhqic	Yes, typically two: a primary and a backup. 172.17.250.243 172.17.250.244	If the interface is directly attached to same network, the system does not require a route.

Typical call syntax	Server proxy list	Notes
2222222@10.0.0.90 sip:joe.smith@rtpedge1.genesys.com sip:105@indyhqic.genesys.com 8206@indyhqic sip:+13178723000@indyhqic1	No	Able to route to any device on the network.

Typical call syntax	Server proxy list	Notes
Anything. A proxy can front any of the other trunks.	Yes, typically one or more of the proxies. Primary plus failovers. 10.10.254.18	Web Admin, for example: https://10.10.254.18:442 Proxies are intermediaries and forward on requests without modifying them much. They do not necessarily stay in the route after connect.

Typical call syntax

Server proxy list

Notes

Anything. A proxy can front any of the other trunks.

Yes, typically one or more of the proxies. Primary plus failovers.
10.10.254.18

Web Admin, for example:
https://10.10.254.18:442

Proxies are intermediaries and forward on requests without modifying them much. They do not necessarily stay in the route after connect.

Typical call syntax	Server proxy list	Notes
Anything. An SBC (Session Border Controller) can front another network.	Yes, typically one or more of the SBCs.	SBCs are on the edge of a network and handle ingress and egress traffic. They act as a B2BUA (Back-to-Back-User Agent) always modifying/hiding the request. They always stay in the route. Example: Third parties, such as Acme Packet.

Typical call syntax

Server proxy list

Notes

Anything. An SBC (Session Border Controller) can front another network.

Yes, typically one or more of the SBCs.

SBCs are on the edge of a network and handle ingress and egress traffic. They act as a B2BUA (Back-to-Back-User Agent) always modifying/hiding the request. They always stay in the route.

Example: Third parties, such as Acme Packet.

Address classificationClick to expand

Each Site classifies outbound dialed numbers and addresses independently into a few categories. While these classifications are definable by an administrator, this section attempts to define a few common cases. The Genesys Cloud configuration combines classification and normalization together to prevent duplication of the matching criteria. All numbers are normalized in the system.

The default classifications are Emergency, Information, Intercom, Local, Toll Free (TF), Long Distance (LD), International, and Unknown. The following tables summarize these classifications.

RegEx Match	Normalized Format	Display Format	Notes
^(911)$	$1	$1	Country specific. A list of numbers are desirable such as including the mobile emergency number 112: ^(911\|112)$

RegEx Match

Normalized Format

Display Format

Notes

^(911)$

Country specific.

A list of numbers are desirable such as including the mobile emergency number 112: ^(911|112)$

RegEx Match	Normalized Format	Display Format	Notes
^(411)$	$1	$1	Country specific.

RegEx Match	Normalized Format	Display Format	Notes
^(tel:\|sip:\|sips:)?(\d{4})(@.*)?$	$1+15556669800;ext=$2$3	$1	Site’s main number is the root of the normalized format. Sites can alter the pattern to include a prefix digit or use 1-6 digits for extensions.

RegEx Match	Normalized Format	Display Format	Notes
^(tel:\|sip:\|sips:)?\+?(1)?[-. ]?\(?(555)?\)?[-. ]?(\d{3})[-. ]?(\d{4})(@.*)?$	$1+1555$4$5$6	$4-$5	Local calls are identified by matching the included country code and site’s area code(s), respectfully. Optional common separators are allowed

RegEx Match

Normalized Format

Display Format

Notes

^(tel:|sip:|sips:)?\+?(1)?[-. ]?$?(555)?$?[-. ]?(\d{3})[-. ]?(\d{4})(@.*)?$

$1+1555$4$5$6

$4-$5

Local calls are identified by matching the included country code and site’s area code(s), respectfully.

Optional common separators are allowed

RegEx Match	Normalized Format	Display Format	Notes
^(tel:\|sip:\|sips:)?\+?(1)?[-. ]?\(?(800\|888\|877\|866\|855\|844\|833\|822)?\)?[-. ]?(\d{3})[-. ]?(\d{4})(@.*)?$	$1+1$3$4$5$6	($3) $4-$5	Country specific. Similar to Local except the area codes are a list of numbers that are toll free.

RegEx Match

Normalized Format

Display Format

Notes

^(tel:|sip:|sips:)?\+?(1)?[-. ]?$?(800|888|877|866|855|844|833|822)?$?[-. ]?(\d{3})[-. ]?(\d{4})(@.*)?$

$1+1$3$4$5$6

($3) $4-$5

Country specific.

Similar to Local except the area codes are a list of numbers that are toll free.

RegEx Match	Normalized Format	Display Format	Notes
^(tel:\|sip:\|sips:)?\+?(1)?[-. ]?\(?(\d{3})?\)?[-. ]?(\d{3})[-. ]?(\d{4})(@.*)?$	$1+1$3$4$5$6	($3) $4-$5	Country specific. Identified by matching the country code and wild carding the area code.

RegEx Match

Normalized Format

Display Format

Notes

^(tel:|sip:|sips:)?\+?(1)?[-. ]?$?(\d{3})?$?[-. ]?(\d{3})[-. ]?(\d{4})(@.*)?$

$1+1$3$4$5$6

($3) $4-$5

Country specific.

Identified by matching the country code and wild carding the area code.

RegEx Match	Normalized Format	Display Format	Notes
^(tel:\|sip:\|sips:)?\+?(\d{1,3})[-. ]?(\d{3})[-. ]?(\d{3})[-. ]?(\d{4})(@.*)?$	$1+$2$3$4$5$6	$1-$3-$4-$5	Identified by wild carding the country code of the number. Any 11 to 13 digit number not matched previously are identified as International.

RegEx Match	Normalized Format	Display Format	Notes
^(.*)$	$1	$1	Catch all for anything unmatched.

Note: In the tables, country specific numbers are given as US.

Outbound routing rulesClick to expand

Routing can be a table matching the address classification to a group of lines to dial (sequentially or random). Each classification would be unique in the table. Edge Dial Plan entries for “external” types come from the outbound routing rules table.

Note: Routing rules are configured per site.

Simplified routing associations – All calls of a particular classification get routed one way. This decoupling of number processing and route association makes routing decisions easier.
Least Cost Routing – The classification system allows for route definitions that use trunks (external lines) whose cost varies.
Failover – The trunk external line list or line group can hunt lines when previous lines fail.
Cost Escalation – The trunk list can include trunks in an ordered list which allows for more costlier lines after cheap lines, in case the cheaper lines are full or not working. For example local calls could go over the local carrier but escalate to the long distance carrier only when all local lines are in use.

Example routing rules table.

Description	Classification	Route List
Local 911	Emergency	Time Warner Trunk FXO Gateway
Local Information	Information	Time Warner Trunk
Local Calls	Local	Time Warner Trunk Gateway 1 Gateway 2 Sprint Trunk
Long Distance Calls	Long Distance	Sprint Trunk
US to Canada	Canada	Verizon Trunk Level 3 Trunk
Cheap VoIP International Calling	International	Level 3 Trunk Sprint Trunk

Assumptions:

Time Warner is the local carrier.
Sprint is the long distance carrier.
FXO Gateway is a local four port analog gateway to POTS analog lines. For local 911 backup when the RCM service is down.
Gateway 1 & 2 are PRI, T1, or E1 TDM trunks.
Verizon is the carrier with special US to Canada pricing.
Level 3 is the carrier with cheap international rates but a lesser SLA for call quality.

Emergency callsClick to expand

Use Case	Dialed	Classification	Notes
Number	911	Emergency
tel: address	tel:911	Emergency
sip: address	sip:911@site.domain	Emergency	Destination domain matches the site’s domain.

Information callsClick to expand

Use Case	Dialed	Classification	Notes
Number	411	Information
tel: address	tel:411	Information
sip: address	sip:411@site.domain	Information	Destination domain matches the site’s domain.

Intercom callsClick to expand

Use Case	Dialed	Classification	Notes
Number w/4 digits	1206	Intercom	Common use case. Treat all four digits numbers as intercom.
tel: address	tel:1206	Intercom
sip: address	sip:1206@site.domain	Intercom	Destination domain matches site’s domain.
Number starting with a 7 prefix (7xxx)	7206	Intercom	If they do not need different routing, a separate classification is not needed.
Number Bridged Extension Calls (8xxx)	8206	Intercom Bridge to CIC	A new classification is required, so these extensions can route over the bridge external tieline to the external destination.
sip: address Bridged Extension Calls (@host)	sip:1206@host	Intercom Bridge to CIC	Matching the proper destination host is required to route over the bridge external tieline to the external destination. This allows for proper routing and disambiguates when a site’s extension number range overlaps with the IP PBX’s extension number range.

Local CallsClick to expand

Use Case	Dialed	Classification	Notes
Number, local exchange w/4digits	555-2222	Local	Common use case. Treat all 3 digit / separator / 4 digit numbers as intercom. You may need a list of local exchanges.
tel: address	tel:555-2222	Local
sip: address	sip:555-2222@site.domain	Local	Destination domain matches site’s domain.
With area code	(311) 555 2222	Local	Should match site’s local area code and be preempted from being long distance.
With full format	1.311.5552222	Local	Full 11 to 13 digits, should match the site’s local country code and area code and preempted from being long distance or international.

Toll free callsClick to expand

Use Case	Dialed	Classification	Notes
800 number	18005552222	Toll Free	Common use case. Treat all 3 digit / separator / 4 digit numbers as intercom.
tel: address	tel:18005552222	Toll Free
sip: address	sip:18005552222@site.domain	Toll Free	Destination domain matches site’s domain.
With toll free area code	(800) 555 2222	Toll Free	Should match site’s toll free codes and pre-empted from being long distance.
With full format	1-800-555-2222	Toll Free	Full 11 to 13 digits, should match the U.S. country code and toll free codes and pre-empted from being long distance or international.

Long distance callsClick to expand

Also known as national calls in some countries.

Use Case	Dialed	Classification	Notes
Number	(812) 675-5599	Long Distance	Bedford, IN Time and Temp. Area code is outside of the site’s local area codes.
tel: address	tel:(812) 675-5599	Long Distance
sip: address	sip:(812) 675-5599@site.domain	Long Distance	Destination domain matches our site’s domain.
With full format	+1 800 555-2222	Long Distance	Full 11 to 13 digits, it needs to match the site’s country code and preempted from being international.

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SIP formats

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