Genesys Cloud Contact Center & Generic SIP Trunk Configuration with AudioCodes Mediant SBC

Introduction

This configuration note details the setup process for integrating the AudioCodes Enterprise Session Border Controller (SBC) with Genesys Cloud Contact Center and a Generic SIP Trunk. It provides essential guidance for engineers and partners involved in establishing VoIP calls between these systems.

The document also highlights the AudioCodes SBC Wizard tool, which can assist in automating the configuration process.

Key Components

The solution involves:

• Genesys Cloud Contact Center: A platform for managing customer interactions, routing, IVR, and cross-channel communication, enabling personalized customer care.
• AudioCodes Mediant SBC: A series of devices providing secure and reliable connectivity between enterprise and service provider VoIP networks. AudioCodes SBCs offer perimeter defense, PBX mediation, and service assurance. They are available as hardware appliances or software-only solutions, including virtualized options.
• Generic SIP Trunk: A standard SIP trunking service used for voice communication.

Interoperability Overview

The document outlines the interoperability test topology, connecting Genesys Cloud Contact Center to a Generic SIP Trunk via an AudioCodes SBC. This setup facilitates real-time voice sessions using SIP and establishes an IP-to-IP network border.

Key aspects covered include:

• Environment setup for signaling (SIP-over-UDP, TCP, TLS) and media (RTP, SRTP).
• Codec support for both Genesys Cloud (OPUS, G.711) and Generic SIP Trunk (G.711, G.729).
• Configuration steps for AudioCodes SBC, including IP network interfaces, SIP TLS, media realms, proxy sets, IP profiles, IP groups, and call routing rules.

Support and Resources

For technical support and services, customers can contact AudioCodes or an authorized AudioCodes Service Partner. More information is available on the AudioCodes website.

Updates to this document can be downloaded from AudioCodes technical documents.

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