My configuration keeps failing… We are migrating a small voice operation from Zendesk Talk to Genesys Cloud. In Zendesk, adding a SIP trunk was straightforward; we just entered the credentials and it connected immediately. Here, it feels like we are missing a fundamental step in the admin console setup.
We are attempting to register a SIP trunk via the Admin > Voice > Trunks section. The provider is a standard PSTN carrier. When we click “Save” and then “Test Connection,” the status spins for about 30 seconds before returning a 408 Request Timeout. The logs show the initial INVITE is sent but never receives a 200 OK response.
We have verified the IP allow-listing on our carrier side. The outbound proxy settings match the documentation exactly. Is there a specific firewall rule or NAT setting that Genesys Cloud requires which Zendesk did not? The error message is generic and does not point to a specific port or protocol mismatch.
How do I resolve the 408 timeout during SIP trunk registration in Genesys Cloud when the carrier connection appears stable?
It depends, but generally…
We are attempting to register a SIP trunk via the Admin > Voice > Trunks section… When we click “Save” and then “Test Connection,” the status sp
The 408 Timeout indicates the Genesys platform is not receiving a timely response from the carrier, which is often a network path issue rather than a configuration error within the console. From a performance monitoring perspective, this mirrors connection drops we observe in WebRTC sessions when firewall rules are too restrictive.
Before assuming the credentials are incorrect, verify the network connectivity between the Genesys edge and the carrier’s SIP endpoint. Ensure that UDP ports 5060-5061 and the media range (typically 10000-20000) are open. A common oversight is the lack of proper NAT traversal settings or missing keep-alive configurations on the carrier side. Check the “Connection Logs” in the Admin console for specific error codes. If the logs show no outbound attempt, the issue is likely local firewall blocking. If it shows a timeout after an attempt, engage the carrier to verify their side is accepting requests from Genesys IP ranges.
You need to check the timeout settings in your JMeter script, not the SIP trunk config.
The 408 Timeout indicates the Genesys platform is not receiving a timely response from the carrier
This usually happens when the load test sends requests faster than the platform can process the initial handshake. Try adding a 1000ms constant timer to your thread group.