Quick question about SIP trunk registration failing with 401 Unauthorized during our migration from Zendesk Talk to Genesys Cloud.
In Zendesk, the PSTN setup was remarkably simple. We just plugged in the provider details, and it worked. In Genesys Cloud, under admin_config, the process feels much more rigid. I am trying to replicate that straightforward connectivity, but the credentials are being rejected despite matching the API documentation exactly. The error is blocking us from moving forward with the voice channel migration.
Here is the specific error response from the logs:
POST /api/v2/telephony/providers/edges/siptrunks/register
Status: 401 Unauthorized
Body: {
"message": "Invalid authentication credentials for SIP trunk",
"apiDocumentationLink": "https://developer.genesys.cloud/telephony/sip-trunks",
"errors": [
{
"status": 401,
"code": "AUTHENTICATION_FAILED",
"message": "Username or password does not match expected format."
}
]
}
We are operating in the EU-WEST-1 environment. The SIP trunk configuration uses the default port 5060 with TLS enabled, which should align with our provider’s requirements. The username and password are copied directly from the provider’s portal, identical to what worked in Zendesk. I have double-checked for trailing spaces and special character encoding issues, but the result remains the same.
Is there a specific format requirement for the credentials in Genesys Cloud that differs from standard SIP implementations? Or is there a known issue with the admin_config validation logic for new tenants? Any guidance on troubleshooting this authentication mismatch would be greatly appreciated. We want to ensure the migration maintains the reliability of our previous Zendesk setup without introducing new points of failure.