Hi everyone!
We are currently migrating a client from Zendesk Talk to Genesys Cloud and hitting a wall with SIP trunk registration. In Zendesk, we just configured the outbound SIP settings and were good to go. In Genesys Cloud, we are trying to map the Zendesk phone numbers to Genesys SIP trunks, but we are getting a 408 Request Timeout error when the trunk tries to register.
Here are the details:
- Region: EU-West
- Genesys Cloud Version: Latest (as of today)
- SIP Trunk Type: BYOC
- Error: 408 Request Timeout
We have checked the firewall rules and the SIP trunk configuration, but we are still getting the timeout error. Has anyone else experienced this during a Zendesk Talk migration? Any tips on how to troubleshoot this would be greatly appreciated! We are trying to map the Zendesk phone numbers to Genesys SIP trunks, but we are getting a 408 Request Timeout error when the trunk tries to register.
Thanks in advance!
Not my usual lane, but check the SIP trunk timeout settings. The default might be too low for the migration traffic. Try increasing it to 30 seconds.
Increasing the timeout helps, but the 408 usually points to a deeper connectivity issue during migration. In my JMeter load tests for SIP signaling, I often see 408s when the initial REGISTER packet fails to reach the Genesys Cloud edge nodes due to firewall rules blocking UDP port 5060 or 5061.
Since this is a migration from Zendesk, check if the Zendesk outbound settings were using TLS while your new Genesys SIP trunk is configured for SRTP only, or vice versa. Mismatched security protocols cause the handshake to hang until timeout.
Also, verify the NAT settings. If the client IP changes during the migration process, the Genesys Cloud firewall might block the new source IP. Try pinging the Genesys Cloud SIP endpoint from your trunk device. If ping fails, the issue is network reachability, not the timeout setting. Adjusting the timeout masks the real problem. Fix the network path first.