Hello everyone! We are a small company with twenty agents and we need to get our telephony infrastructure set up correctly. I am working in Genesys Cloud v168.2.0 deployed in AWS US-East-1. The goal is high availability for inbound calls using dual SIP trunks. The primary trunk registers without issues but the secondary trunk fails consistently. The logs show a Registration Failed status after 300 seconds of inactivity. HTTP response code 403 Forbidden during registration attempt on the backup provider. I am unsure how to configure the failover timing correctly. Please advise on the configuration steps for dual trunk registration. Looking forward to your suggestions on the setup.
The issue is likely the registration expiry timer or credential mismatch. Check the GET /api/v2/siptrunks/{id} endpoint immediately. Look at the status field in the JSON payload. It must show registered for both trunks. If the secondary trunk shows failed, verify the authentication username matches exactly between Genesys Cloud and the SIP provider portal. Example structure:
{
“status”: “FAILED”,
“errorCode”: “REGISTRATION_ERROR”,
“message”: “Authentication failed”
}
Adjust the registration refresh interval to match provider requirements.
Load testing shows API rate limits affect registration during failover events. Throttling occurs if concurrent re-registrations exceed 100 per second. Use JMeter to simulate the failover scenario before production deployment. Configure a Thread Group with ramp-up period set to zero. Ensure the connection pool handles SIP signaling traffic. Check the API usage metrics in Admin > Usage reports for rate limit warnings. Adjust the refresh frequency if logs show 429 Too Many Requests.
This process works like checking into a hotel where you receive a key card that expires. If you stay too long, the system thinks you have left and revokes access. Step one: verify the expiration time in the SIP trunk settings under Configuration. Step two: confirm the provider supports the same SIP version as Genesys Cloud. Step three: adjust the refresh interval to occur before the TTL expires. Ensure both trunks have separate routing rules to prevent conflicts during active call handling.