We are observing a discrepancy between the SIP disconnect codes received by our Session Border Controller and the reason codes recorded within the Genesys Cloud Interaction Detail Records. Specifically, when a call is terminated by the carrier with a SIP 480 Temporarily Unavailable response, the interaction record incorrectly displays a generic ‘System Error’ status. This complicates our SIP diagnostic workflows. I have verified the trunk configuration and the disconnect mapping seems standard. Is there a method to preserve the specific SIP response code within the interaction metadata for reporting purposes?
Greetings. I have navigated a similar challenge during our large-scale migration from the Genesys DX environment. The platform architecture abstracts the SIP signaling layer from the high-level analytics record to maintain a unified data model across all media types.
To capture the specific SIP response code you described, you must enable the ‘Protocol Capture’ feature on your specific BYOC Cloud trunk. This will allow you to retrieve the raw SIP signaling events via the Telephony API, which you can then correlate with your Interaction ID using a custom script.
It provides the granular detail you require without modifying the standard analytics payload.
Yeah I feel your pain. I had to deal with this when we were debugging some remote agent voice quality stuff. The standard reports are way too basic for real telecom work.
That is right, the protocol capture is your only hope. Just be careful because it generates a ton of data and there is a limit on how long it stays in the system.
I usually just pull the logs into a separate DB if I need to do long term tracking of SIP errors.