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Connect Genesys Cloud to TelecomsXchange

Guide 16 of 285-minute readUpdated 23 October 2026

In short: 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 CloudSite outbound route
  2. then, +447700900123, BYOC Cloud trunkGeneric BYOC Carrier, UDP, digest
  3. then, 80039#447700900123, TelecomsXchangesip01, UDP 5060
  4. Seller's routeThe route you purchased
On this page
  1. Before you start
  2. How do I send calls to TelecomsXchange?
  3. How do I receive calls from TelecomsXchange?
  4. How do I receive calls on numbers I bought?
  5. How do I test it?
  6. What if something goes wrong?
  7. References
  8. Common questions

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.

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 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 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 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
  1. Under Calling, set the Caller Address (in E.164) and Caller Name you want to present when a call has none.
  2. 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.

  1. 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.
  2. 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 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#

Common questions

Can Genesys Cloud register to TelecomsXchange?

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.

Does Genesys Cloud need TLS for BYOC Cloud?

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.

Should I use IP authentication or digest?

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.

Where does the tech prefix go?

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

Can Genesys Cloud register to TelecomsXchange?
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.
Does Genesys Cloud need TLS for BYOC Cloud?
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.
Should I use IP authentication or digest?
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.
Where does the tech prefix go?
In the trunk's called-address transformation: Genesys sends +447700900123, and the transformation rewrites it to 80039#447700900123 before the INVITE leaves.

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