---
title: Connect Genesys Cloud to TelecomsXchange
url: https://help.telecomsxchange.com/integrations/genesys-cloud/
audience: Integrations
summary: Create a Generic BYOC Carrier external trunk with Protocol UDP, SIP server
  sip01.telecomsxchange.com port 5060, Digest Authentication with the account's VoIP
  login and password, and a called-address transformation that turns +447700900123
  into TECH_PREFIX + 447700900123. Add it to a site's outbound route; for inbound,
  allow 174.136.44.213 and point numbers you bought at the trunk's inbound FQDN.
updated: '2026-10-23'
verified_commit: 83b4ebc96d0081a25213776d5a8871bd04941125
---

# Connect Genesys Cloud to TelecomsXchange

> Create a Generic BYOC Carrier external trunk with Protocol UDP, SIP server sip01.telecomsxchange.com port 5060, Digest Authentication with the account's VoIP login and password, and a called-address transformation that turns +447700900123 into TECH_PREFIX + 447700900123. Add it to a site's outbound route; for inbound, allow 174.136.44.213 and point numbers you bought at the trunk's inbound FQDN.

## Genesys Cloud to a purchased route

1. **Genesys Cloud**: Site outbound route
2. **BYOC Cloud trunk** (via `+447700900123`): Generic BYOC Carrier, UDP, digest
3. **TelecomsXchange** (via `80039#447700900123`): sip01, UDP 5060
4. **Seller's route**: The route you purchased

This guide connects Genesys Cloud CX to TelecomsXchange with a BYOC Cloud (Bring Your Own Carrier) external trunk: outbound calls from your contact centre to a purchased route, and inbound calls on numbers you bought. For the full list of TelecomsXchange values, see [Connect a SIP platform](https://help.telecomsxchange.com/integrations/connect-sip-platforms/).

!!! warning
    TelecomsXchange does not accept SIP REGISTER, and supports SIP over **UDP only**: no TCP, TLS or SRTP. Genesys Cloud BYOC Cloud accepts UDP, so it connects directly. If your security policy requires TLS on every carrier trunk, put an SBC you run between the two: Genesys Cloud → TLS → your SBC → UDP → TelecomsXchange. TelecomsXchange can't be the TLS endpoint.

## Before you start

- A [SIP account](https://help.telecomsxchange.com/buyers/create-your-first-account/) with a VoIP login and password from **Edit Account → Add SIP Digest Auth**. Genesys Cloud has no fixed source IP for you to authorise, so digest is the practical choice.
- A [purchased route](https://help.telecomsxchange.com/buyers/find-and-buy-routes/) and its tech prefix from **My Interconnections**, for example `80039#`.
- A Genesys Cloud org with a BYOC Cloud entitlement and the **Telephony > Plugin > All** permission, and a site with a number plan (BYOC Cloud orgs get a default cloud site).
- To receive calls: [phone numbers](https://help.telecomsxchange.com/buyers/virtual-numbers-dids/) bought on TelecomsXchange, added to Genesys Cloud as BYOC numbers.

## How do I send calls to TelecomsXchange?

1. In Genesys Cloud admin, go to **Telephony → Trunks → External Trunks** and choose **Create New**. Enter a name, for example `TelecomsXchange`, and set **Type** to **BYOC Carrier → Generic BYOC Carrier**. Leave **Trunk State** as **In-Service**.
2. Set **Protocol** to **UDP**.
3. Under **Inbound / Termination**, enter an **Inbound SIP Termination Identifier**, for example `acme-tcxc`. Genesys builds the trunk's inbound FQDN from it; you need it for inbound calls below.
4. Under **Outbound**, in **SIP Servers or Proxies**, add **Hostname or IP address** `sip01.telecomsxchange.com` and **Port** `5060`.
5. Turn **Digest Authentication** on and fill in:

| Field | Value |
|---|---|
| Realm | `174.136.44.213` (the realm TelecomsXchange uses in its challenge) |
| User Name | `VOIP_LOGIN`, the account's **VoIP Login** |
| Password | `VOIP_PASSWORD`, the account's **VoIP Password** |

6. Under **Calling**, set the **Caller Address** (in E.164) and **Caller Name** you want to present when a call has none.
7. Add the tech prefix. Under the trunk's called-address **Address Transformation**, keep **Address Omit + Prefix** enabled (the default) so the `+` is dropped, and add an entry that puts `TECH_PREFIX` in front of the number:

| Field | Value |
|---|---|
| Match Regular Expression | `^\+?([0-9]+)$` |
| Format Regular Expression | `80039#$1` |

With it, `+447700900123` leaves as `80039#447700900123`. Confirm the result on your first test call: the dialled number in **Logs → CDR (Voice)** should start with the tech prefix.

8. Under **Media**, make sure the **Preferred Codec List** includes a codec your route supports, such as G.729 or G.711 (`audio/PCMU`, `audio/PCMA`): TelecomsXchange passes codecs through without transcoding. Leave SRTP off.
9. Save the trunk, then go to **Telephony → Sites**, open your site, and in **Outbound Routes** add a route (or edit the default one): choose the classifications to send to TelecomsXchange, such as **International** and **National**, and add the `TelecomsXchange` trunk under **External Trunks**.

!!! tip
    To send different destinations to different routes, create one external trunk per tech prefix (or per [routing group](https://help.telecomsxchange.com/buyers/routing-groups-and-route-testing/) prefix such as `444101#`) and map number-plan classifications to them with separate outbound routes.

## How do I receive calls from TelecomsXchange?

TelecomsXchange delivers numbers you bought from `174.136.44.213`, over UDP, from source ports 5060 to 5072, with the number in E.164 without `+`, such as `14165551234`.

1. On the trunk, under **SIP Access Control**, add `174.136.44.213/32` to **Allow the Following Addresses**.
2. Note the trunk's inbound FQDN: Genesys shows it next to the **Inbound SIP Termination Identifier**, for example `acme-tcxc.byoc.usw2.pure.cloud`. Genesys uses it to find your org and trunk.
3. Add each number to Genesys Cloud as a BYOC number (**Telephony → DID Numbers**) and assign it to an inbound call flow in **Architect → Call Routing**.
4. Genesys matches inbound numbers in E.164. If a number doesn't match because it arrives without `+`, set the trunk's **Inbound** number handling (for example **DNIS Replacement Routing**) or ask Genesys support how to normalise it for your org.

Selling routes into Genesys Cloud isn't a supported pattern: a BYOC Cloud trunk is for calls to and from your own Genesys org, so point seller routes at a softswitch instead.

## How do I receive calls on numbers I bought?

Set the number's **SIP Endpoint (Primary)** in **DID Settings** on TelecomsXchange to the trunk's inbound FQDN on UDP 5060, for example `sip:14165551234@acme-tcxc.byoc.usw2.pure.cloud:5060`. The call arrives from `174.136.44.213`, which SIP Access Control allows, and goes to the call flow assigned to the number.

## How do I test it?

1. In Genesys Cloud, open **Telephony → Trunks → External Trunks** and check that the trunk shows as connected.
2. Place an outbound call from a user's softphone (or a test campaign) to a number covered by the route.
3. In the TelecomsXchange portal, watch the call in **Live Calls** and find its SIP code in **Logs → CDR (Voice)**: the dialled number should read `80039#447700900123`.
4. Genesys Cloud's Protocol Capture (PCAP) diagnostic is available only on Premises trunks; for a SIP trace of a BYOC Cloud call, open a case with Genesys Cloud support with the conversation ID.

## What if something goes wrong?

| You see | What to do |
|---|---|
| 401 or 407 repeated, then the call fails | Digest credentials are wrong or Digest Authentication is off. Re-enter the **VoIP Login** and **VoIP Password** from **Edit Account**; leave Realm as `174.136.44.213` or empty. |
| 403 Forbidden | No credentials were sent and the Genesys source IP isn't on the account. Turn on Digest Authentication; check the account isn't blocked or out of balance. |
| 404 Not Found | The tech prefix is missing or `+` is still in the number. Check the address transformation against the dialled number in **Logs → CDR (Voice)**. |
| 408 Request Timeout or no response | Protocol isn't UDP, or the SIP server or port is wrong. Set **Protocol** to UDP and **Port** to 5060. |
| 503 Service Unavailable | The route is blocked or failed on the seller's side. Check **My Interconnections**; try another route or a routing group. |
| Call connects with no audio | No common codec: add G.711 or G.729 to the trunk's codec list, and make sure SRTP is off. |
| Inbound calls rejected | `174.136.44.213` isn't under **SIP Access Control**, or the number's SIP endpoint doesn't use the trunk's inbound FQDN. |
| Inbound call reaches Genesys but isn't routed | The number isn't in Genesys as a BYOC number or has no call flow, or doesn't match because it arrives without `+`. |

## References

- [Genesys Cloud: Create a trunk under BYOC Cloud](https://help.genesys.cloud/?p=189574)
- [Genesys Cloud: External trunk settings](https://help.genesys.cloud/?p=130654)
- [Genesys Cloud: About BYOC Cloud](https://help.genesys.cloud/articles/about-byoc-cloud/)
- [Genesys Cloud: Configure SIP routing for a BYOC Cloud trunk](https://help.genesys.cloud/articles/configure-sip-routing-for-a-byoc-cloud-trunk/)

## Frequently asked questions

**Q: Can Genesys Cloud register to TelecomsXchange?**

A: No. TelecomsXchange is peering only and does not accept REGISTER. A BYOC Cloud trunk doesn't register either: it sends INVITEs and answers the 401 or 407 challenge with the digest credentials you enter.

**Q: Does Genesys Cloud need TLS for BYOC Cloud?**

A: No. A BYOC Cloud trunk can use UDP, TCP or TLS, and Genesys says UDP is the usual choice. TelecomsXchange supports only UDP, so set Protocol to UDP; the trunk to TelecomsXchange is not encrypted.

**Q: Should I use IP authentication or digest?**

A: Digest. Genesys Cloud sends calls from a range of regional addresses, so a VoIP login and password is simpler than keeping every address under Additional Allowed IPs.

**Q: Where does the tech prefix go?**

A: In the trunk's called-address transformation: Genesys sends +447700900123, and the transformation rewrites it to 80039#447700900123 before the INVITE leaves.