So I’m seeing a very odd bug with the SIP trunk configuration while migrating our legacy Zendesk voice setup to Genesys Cloud. The goal is to map our existing Zendesk ticket-based call logs to GC interactions, but the foundational telephony layer is failing during the initial handshake configuration.
We are attempting to configure a new SIP trunk in the EU1 region to handle the inbound traffic that previously routed through Zendesk’s voice integration. When applying the configuration via the /api/v2/telephony/providers/edges/trunks endpoint, the system consistently returns a 400 Bad Request error. The specific error message in the response body states: “Invalid SIP domain configuration. Ensure the outbound proxy matches the edge location.”
This is confusing because the edge location is explicitly set to EU1, and the outbound proxy IP corresponds to that region. We have double-checked the firewall rules, and ports 5060 and 5061 are open bidirectionally. The Zendesk equivalent was much more forgiving with these settings, allowing a broader range of proxy configurations. In Genesys Cloud, the validation seems extremely strict.
The JSON payload being sent includes the standard sip_domain, outbound_proxy, and auth_user fields. We have tried regenerating the authentication credentials and even creating a new edge, but the result is identical. Is there a known issue with SIP domain validation for new accounts in the EU1 region? Or is there a specific format requirement for the outbound proxy that isn’t documented in the standard migration guides?
Any insights would be appreciated. We are trying to keep the migration timeline tight, and this telephony blocker is preventing us from testing the interaction mapping logic in Architect. It feels like a minor config detail, but the lack of detailed error logging makes it hard to pinpoint the exact mismatch.