# Genesys Cloud CX

Use **Genesys Cloud CX** with **DIDWW SIP Trunking** to deliver inbound and outbound voice services.
DIDWW SIP trunks integrate with Genesys Cloud CX to bring calls from your DID numbers into the platform, apply Genesys
routing and call handling, and deliver outbound calls through DIDWW termination.

- Forward inbound calls from your DIDWW DIDs into Genesys Cloud CX.
- Route calls to queues, IVRs, and agents using Genesys Cloud CX.
- Apply Genesys routing and call controls.

- Use DIDWW outbound SIP trunks for agent and customer calls.
- Present DIDWW DIDs as Caller ID.
- Combine DIDWW connectivity with Genesys Number Plans and Sites.

---



## 1. Create Inbound SIP Trunk

To connect DIDWW with **Genesys Cloud CX**, first create an **Inbound SIP Trunk** in the DIDWW User Panel.
This trunk defines where DIDWW should send incoming calls.



### Before You Begin

- An active DIDWW account is required. [Sign in to DIDWW](https://my.didww.com/users/sign_in) or [Create DIDWW account](https://my.didww.com/users/sign_up#/users/sign_up).
- At least one active **DID number** with capacity to receive incoming calls is required. [Buy Numbers](https://my.didww.com/users/sign_up#/coverage).

### Step 1: Create New SIP Trunk

1. In the [DIDWW User Panel](https://my.didww.com/#/trunks), go to **Voice > Inbound Trunks**.
2. Click **Create New > SIP Trunk**.

![Creating a new inbound SIP trunk](../../_images/didww_inbound11.png)


Fig. 1. Creating a new inbound SIP trunk.

### Step 2: Configure SIP Trunk Settings

1. In the **General** tab, enter a descriptive **Name** (e.g., `Genesys Cloud CX`).
2. Select **Static Endpoint**.
3. Enter the Genesys inbound FQDN in the **Host** field (e.g., `didww.byoc.euw1.pure.cloud`).
4. In **Transport**, select **UDP**, **TCP**, or **TLS**.
5. In **Port**, enter the port that corresponds to the selected transport:

   > - `5060` for **UDP** or **TCP**
   > - `5061` for **TLS**
6. Click **Create**.

Note

- The Genesys inbound FQDN is created once you define the **Termination Identifier** in your Genesys External Trunk configuration.
- If you have not created the Genesys External Trunk yet, enter a **placeholder** (e.g., `placeholder.domain`) and update it later during the [Genesys External Trunk Configuration](#genesys-config-trunk) step.

![Configuring the Inbound SIP Trunk for Genesys Cloud CX](../../_images/didww_inbound21.png)


Fig. 2. Configuring the Inbound SIP Trunk for Genesys Cloud CX

### Step 3: Assign DIDs to the Trunk

1. Go to **Phone Numbers > My Numbers**.
2. Select the DID numbers you wish to assign.
3. Click **Batch Actions > Update Trunks**.

![Assigning DIDs to trunk](../../_images/didww_inbound31.png)


Fig. 3. Assigning DIDs to the trunk.

4. Select the **Genesys Cloud CX** trunk and click **Confirm**.

![Updating trunk assignment](../../_images/didww_inbound41.png)


Fig. 4. Selecting the Genesys trunk.



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## 2. Create Outbound SIP Trunk

To enable outbound calling from Genesys Cloud CX, create an **Outbound SIP Trunk** in DIDWW.



### Before You Begin

Access to **DIDWW Outbound Trunks** is required for outbound calling. See [Get Access to DIDWW Outbound
Termination](../../voice/outbound-trunks/get-access.html#user-panel-voice-out-get-access).

### Step 1: Create New Outbound Trunk

1. In the DIDWW User Panel, go to **Voice > Outbound Trunks**.
2. Click **Create New**.

![Creating outbound trunk](../../_images/didww_outbound11.png)


Fig. 5. Creating a new outbound trunk.

### Step 2: Configure Trunk Settings

1. Enter a **Friendly Name** (e.g., `Genesys Outbound`).
2. In **Allowed SIP IP addresses**, add the Genesys BYOC Cloud IPs for your region.
3. Click **Create**.

Note

- Identify your region code from your Genesys login URL (e.g., `.ie` indicates **euw1**) and whitelist the **IP Addresses** listed in the table for that region in the [Genesys BYOC Cloud IP list](https://help.mypurecloud.com/articles/byoc-cloud-public-sip-ip-addresses/).
- Alternatively, entering `0.0.0.0/0` removes IP restrictions but is not recommended for production.

![Configuring outbound trunk](../../_images/didww_outbound21.png)


Fig. 6. Outbound trunk configuration.

### Step 3: Retrieve Credentials

1. Go to **Voice > Outbound Trunks**.
2. Click the **key icon** in the **Credentials** column.

![Revealing credentials](../../_images/didww_outbound31.png)


Fig. 7. Revealing the credentials.

3. **Copy and save** the **Username** and **Password** (click the **eye icon** to reveal the password) for use in the later [Configure Genesys Cloud CX](#genesys-configuration) steps.

Warning

If the credentials become exposed to unauthorized parties, [rotate them immediately in the DIDWW User
Panel](../../voice/outbound-trunks/how-to-guides/view-outbound-trunk-credentials.html#view-outbound-trunk-credentials).

![Viewing outbound credentials](../../_images/didww_outbound41.png)


Fig. 8. Retrieving outbound credentials.



---

## 3. Configure Genesys Cloud CX

This section covers the Genesys Cloud CX configuration:

1. Create a **Site**
2. Create an **External Trunk**
3. Configure **DID Ranges & Assignments**



### Before You Begin

- Genesys Cloud CX admin access and [BYOC Cloud Addon](https://help.mypurecloud.com/articles/add-byoc-cloud-or-genesys-cloud-voice-to-your-subscription/) are required.
- A [Location](https://help.mypurecloud.com/articles/create-a-location/) must exist before creating a Site.

### Step 1: Site Configuration

A **Site** in Genesys Cloud CX defines the telephony properties and routing rules for a location. You must create a Site
before assigning Trunks to it.

#### Create a New Site

1. Navigate to **Digital and Telephony > Telephony > Sites**.
2. Click **Add**.

![Create site](../../_images/sites1.png)


Fig. 9. Adding a new Site.

3. Enter:

   > - A descriptive **Site Name** (e.g., `Headquarters`).
   > - Your physical **Location**.
   > - `Cloud` as the **Media Model**.
   > - Your preferred **Time Zone**.
4. Click **Create**.

Note

The **Media Model** cannot be changed after creating the site.

![Site creation form](../../_images/sites2.png)


Fig. 10. Creating a new Site.

#### Set as Default Site

1. Open the **General** tab.
2. Click **Make this site the default site**.
3. Confirm by clicking **Yes, Make Default**.

![Default site setting](../../_images/sites3.png)


Fig. 11. Setting the default site.



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### Step 2: External Trunk Configuration

In this step, you will configure the SIP connection between Genesys Cloud CX and DIDWW.

#### Create the External Trunk

1. Go to **Digital and Telephony > Telephony > Trunks**.
2. Click **Create New**.

![Create external trunk](../../_images/trunks1.png)


Fig. 12. Creating a new External Trunk.

3. Enter:

   > - A descriptive **External Trunk Name** (e.g., `DIDWW`).
   > - `BYOC Carrier` as the **Type**.
   > - `Generic BYOC Carrier` as the **Subtype**.
4. Select the **Protocol** (UDP, TCP, or TLS).

![Basic trunk settings](../../_images/trunks2.png)


Fig. 13. Basic External Trunk settings.

#### Configure Inbound SIP Routing

1. In the **Inbound** section, enter a unique **Termination Identifier** (e.g., `didww`).
2. Scroll down to **Number Plan** and select your previously created Site in the **From site** field.

Important

The **Termination Identifier** generates your unique **FQDN** (e.g., `didww.byoc.euw1.pure.cloud`). If you used a
**placeholder** earlier, copy this FQDN and update the **Host** field in your [DIDWW Inbound
Trunk](#genesys-inbound-trunk) settings.

![Inbound routing config](../../_images/trunks3.png)


Fig. 14. Inbound SIP routing configuration.

#### Configure Outbound SIP Settings

1. Scroll to the **Outbound** section.
2. In the **Outbound SIP Termination FQDN** field, enter the DIDWW FQDN (e.g., `fra.eu.out.didww.com`).
3. Under **SIP Servers or Proxies**, enter the same FQDN (e.g., `fra.eu.out.didww.com`) and the Port (`5060` for UDP/TCP, `5061` for TLS), then click the **+ (Plus)** button to add it.
4. Enable **Digest Authentication**.
5. In the **Realm** field, enter `out.didww.com`.
6. Enter the **User Name** and **Password** obtained from the DIDWW Outbound Trunk in [Step 3: Retrieve Credentials](#genesys-outbound-trunk-creds).

Note

- It is recommended to configure the DIDWW FQDN closest to your location. See [Outbound DIDWW Signaling Endpoints](../../voice/outbound-trunks/outbound-sip-information.html#voice-out-signaling-endpoints).

![Outbound SIP settings](../../_images/trunks4.png)


Fig. 15. Configuring outbound SIP settings.

#### Configure SIP Access Control

1. Scroll to **SIP Access Control**.
2. Add the required DIDWW IP ranges:

| Description | Allowed IP / CIDR |
| --- | --- |
| **DIDWW Global Range** | `46.19.208.0/21` |
| **Amsterdam Range** | `185.238.173.0/24` |

3. Click **Save External Trunk**.

![SIP Access Control](../../_images/trunks5.png)


Fig. 16. Adding DIDWW IP ranges.

#### Add Trunk to Outbound Route

1. Go to **Telephony > Sites** and click on your Site's name.
2. Open the **Outbound Routes** tab.
3. Click on the **Default Outbound Route** name to open its settings.
4. Ensure the **State** toggle at the top is **Enabled**.
5. Select the **DIDWW** trunk under **External Trunks**.
6. Click **Save Outbound Routes**.

![Adding the DIDWW External Trunk to the Outbound Route](../../_images/trunks6.png)


Fig. 17. Adding an External Trunk to the Outbound Route.

#### Simulate a Call

1. While you remain in your **Site's** settings, open the **Simulate Call** tab.
2. Enter a destination number.
3. Click **Simulate Call**.
4. Confirm that the simulation is **Successful**.

![Simulate a call](../../_images/trunks7.png)


Fig. 18. Simulating a call.



---

### Step 3: DID Number Configuration

Create and assign DID ranges so Genesys Cloud CX can route incoming calls.

#### Create DID Range

1. Navigate to **Digital and Telephony > Telephony > DID Numbers**.
2. Select the **DID Ranges** tab.
3. Click **Create Range**.
4. Enter:

   > - **DID Start** and **DID End** numbers. The country flag selector appears automatically; enter the number in E.164 format (e.g., `18489005419`).
   > - Enter `DIDWW` as the **Service Provider**.
   > - Add an optional **Comment** (e.g., `My DIDWW DID Number`).
5. Click **Save**.

Note

For a single DID, enter the same value in **DID Start** and **DID End**.

![Creating DID range](../../_images/number1.png)


Fig. 19. Creating a DID range.

#### Assign DID Numbers

1. Open the **DID Assignments** tab.
2. Click **Assign**.
3. Configure:

   > - Select the **Assignee Type** (e.g., `Person`, `Queue`, `IVR`).
   > - Choose the **Assignee**.
   > - Select **Save Number As** (e.g., `Work Phone`).
   > - Select the DIDWW **DID Number**.
4. Click **Save**.

Note

Only DID numbers added in the **DID Ranges** tab appear in the **DID Number** dropdown.

![Assign DID number](../../_images/number2.png)


Fig. 20. Assigning a DIDWW number.

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