Hello everyone. I am an admin troubleshooting some SSO issues, but I have also been assigned to fix a trunking problem. Our BYOC Cloud trunk for our Singapore region is intermittently going ‘Out of Service’ even though our carrier says they are not seeing any issues on their side. I see ‘Options Ping Timeout’ errors in the Edge logs. Is there a way to increase the timeout for the OPTIONS pings, or should I be looking at our firewall configuration for potential packet drops?
Hey Luc67. I am an admin for a small shop and we had this exact same problem last month. It was not a firewall issue; it was actually a ‘Mismatch’ in the SIP heartbeat settings. Our carrier was expecting a ping every sixty seconds, but Genesys Cloud was sending one every thirty. The carrier’s SBC thought we were spamming them and started dropping the packets. We changed our ‘Options Ping Interval’ to match the carrier’s preference and the trunk has been stable ever since!
Seventy percent CPU should not be high enough to cause ping timeouts. But if you have many trunks on a single Edge, the SIP stack might be getting throttled. Try moving some of your other regional trunks to a different Edge Group to spread the load. It is a quick way to see if the problem is hardware-related or configuration-related.