could someone explain why our SIP trunk is failing to register with Genesys Cloud during the final leg of our zendesk to GC migration? we are moving our voice channels from zendesk talk (which used a third-party sip provider) directly into GC’s native telephony stack.
the issue is that when we configure the SIP trunk in admin > telephony > sip trunks, the status stays in ‘unregistered’ and the logs show a 403 forbidden error on the registration request. this is incredibly frustrating because in zendesk, we just configured the sip credentials and it connected immediately without these complex authentication hurdles. we are used to the simplicity of zendesk’s api where setting the url and token was enough, but gc seems to require this specific sip auth setup that we are struggling with.
we have verified the following:
- the sip username and password match exactly what our carrier provided.
- the outbound proxy settings are correct for our eu-west-1 region.
- the firewall allows outbound traffic on port 5060 and 5061.
- we are using the latest version of the gc admin console.
the error log in the telephony dashboard shows:
SIP Registration Failed: 403 Forbidden - Authentication Required
this is happening consistently for the last 4 hours. we have tried resetting the credentials multiple times. in zendesk, we never dealt with sip registration failures like this; it was mostly about webhooks and ticket routing. now we are stuck on basic connectivity. is there a specific header or authentication scheme that gc expects that differs from standard sip? we are running out of time before our go-live date and this blocking issue is causing major delays. any help would be appreciated as we try to map our zendesk voice workflows to gc’s routing strategies.