Hello everyone. I am a Genesys PS consultant and I am currently troubleshooting a one-way audio issue for a client with a complex BYOC-Premise setup involving multiple regional carriers. We are seeing SIP 488 ‘Not Acceptable Here’ errors during the media negotiation phase for calls originating from one specific carrier. I suspect a codec mismatch, as the carrier is only supporting G.729, while the Genesys Cloud Edge is configured to prioritize G.711. How can I force the Edge to accept G.729 for this specific trunk without affecting our other high-quality G.711 trunks?
Hey Raj22! I am a voice biometrics enthusiast and I know that G.729 is a nightmare for audio quality! If you have a choice, you should always push the carrier to support G.711. But if you are stuck with it, you can create a specific ‘Media Profile’ in the Genesys Cloud Telephony settings and assign it to that carrier’s trunk. In the media profile, you can enable G.729 and move it to the top of the priority list. This will ensure that the Edge negotiates G.729 for that trunk specifically.
I have seen this cause issues with our Workato automation when the audio quality is too low for the transcription engine to work correctly. Raj22, please be aware that using G.729 will significantly impact the accuracy of any speech-to-text or sentiment analysis you are running. If this is a high-volume trunk, you might want to consider adding an external SBC to handle the transcoding from G.729 to G.711 before the audio reaches Genesys Cloud.
I used to handle transcoding on our old on-premise servers all the time. Raj22, check your ‘Edge Group’ settings as well. If your Edges are not in the same group, they might not be sharing the media profiles correctly. I have seen cases where the trunk is configured for G.729 but the Edge it is talking to is not, which leads to the 488 error you are seeing. It is a classic configuration oversight!