Can anyone clarify why WebRTC sessions fail with 403 Forbidden on specific BYOC trunks? We use Genesys Cloud 2024-02. The issue affects Singapore carriers. The payload includes valid SIP credentials. The error occurs immediately after the SDP offer. No firewall blocks detected. The logs show authentication rejection. Is this a carrier-specific quirk or a Genesys configuration error?
The way I solve this is by checking the SIP URI format in the BYOC trunk configuration. Genesys Cloud’s WebRTC implementation is strict about the user-agent and authentication headers when interacting with APAC carriers like Singtel or StarHub.
The 403 often stems from the SDP offer containing a From header that doesn’t match the registered identity in the carrier’s proxy. Ensure the Authorization header uses the exact credentials defined in the BYOC profile, not the user’s login token.
For load testing, I’ve seen this fail when JMeter scripts reuse a single SIP URI across multiple WebSocket connections. Each concurrent session needs a unique Call-ID. If you’re simulating high concurrency, rotate the Call-ID and ensure the Contact header points to the correct local IP. Check the Genesys Cloud admin console under Telephony > Trunks for any IP whitelist restrictions that might block the load generator’s egress IPs.
The problem here is…
- Check the SIP URI format in the BYOC trunk.
- Verify the
Fromheader matches the registered identity. - Ensure the
Authorizationheader uses the exact BYOC profile credentials.
Genesys is stricter than Zendesk’s simple ticket routing. A mismatch here causes immediate 403s on APAC carriers.
As far as I remember, the 403 Forbidden error often stems from SIP URI mismatches rather than pure credential issues.
Check if your SDP offer includes the correct From header matching the BYOC profile. A slight deviation in the user-agent string can trigger immediate rejection on APAC trunks.