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Customers on enterprise or paid support plans can contact support@uponai.com for step-by-step guidance.
This guide walks through connecting Genesys Cloud to UponAI using a SIP Phone Trunk. UponAI registers with Genesys as a SIP endpoint, allowing Genesys to route inbound calls to UponAI agents and allowing UponAI to place outbound calls through Genesys numbers.

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UponAI SIP Details

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Step 1: Firewall Considerations

Whitelist UponAI IP ranges (allow inbound SIP from UponAI to Genesys): Ports to open bidirectionally:
Genesys Cloud uses ports 8060/8061 for SIP phone trunks — not the standard 5060/5061. Ensure your firewall uses these Genesys-specific ports.

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Step 2: Create a SIP Phone Trunk in Genesys Cloud

  1. Go to Admin > Telephony > Trunks > Phone Trunks
  2. Click Create New
  3. Enter a name (e.g. UponAI-SIP-Trunk) and set Type to SIP
  4. Verify Trunk State is set to In-Service
  5. Under Protocol and Listen Port, select:
    • UDP or TCP → port 8060 (recommended)
    • TLS → port 8061 (required for SRTP)
  6. Under SIP Access Control, set Use Source Address to Yes and add each UponAI IP subnet:
    • 18.98.16.120/30
    • 143.223.88.0/21
    • 161.115.160.0/19
  7. Click Save Phone Trunk
Codec configuration — configure at least one of:

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Step 3: Configure Phone Numbers

Assign numbers to the SIP trunk:
  1. Go to Admin > Telephony > Phone Numbers
  2. Select the number to use with UponAI
  3. Edit and assign it to the UponAI-SIP-Trunk you created
Import the number into UponAI:
  1. In the UponAI dashboard, go to Phone Numbers > Import Number
  2. Fill in:
    • Phone Number: E.164 format (e.g. +12137771234)
    • Termination SIP URI: Your Genesys Edge/SBC FQDN or IP on port 8060 (e.g. your-edge.genesys.com:8060)
    • SIP Username / Password: Only if inbound digest auth is configured on the Genesys trunk
  3. Save and assign a UponAI agent to the number
You can also import numbers via the Import Number API.

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Step 4: Configure Inbound Call Routing in Genesys

For inbound calls to route through UponAI:
  1. In Genesys Cloud, go to Admin > Routing > Call Routing (or use Architect for complex flows)
  2. Create an Inbound Call Flow in Architect with a Transfer to SIP action:
    • SIP URI: sip:{call_id}@sip.retellai.com (where call_id comes from the Register Phone Call API)
  3. Create a DID Route mapping your phone number to this call flow
  4. Publish the flow
For outbound calls — use the UponAI dashboard or Create Phone Call API. UponAI sends a SIP INVITE to your Genesys termination URI, which routes the call to the PSTN with the correct caller ID.

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Step 5: TLS and SRTP (Optional)

For encrypted signaling and media:
  • UponAI SIP URI: sip:sip.retellai.com;transport=tls
  • Genesys trunk: Protocol = TLS, Port = 8061
  • TLS Version: TLS v1.2
  • Recommended SRTP cipher: AES_CM_128_HMAC_SHA1_80
If certificate validation fails (especially with an on-premises SBC/Edge), install these from the Amazon Trust Services repository:
  • Root CA: Amazon Root CA 1 (AmazonRootCA1.pem)
  • Intermediate CA: C=US, O=Amazon, CN=Amazon RSA 2048 M01 (if full chain is required)

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Step 6: Test and Debug

Inbound test: Call the Genesys number externally → verify UponAI agent handles it → check audio both directions Outbound test: Place call from UponAI dashboard → verify caller ID and audio quality Common issues: For unresolved issues, collect the Genesys Interaction ID and UponAI Call ID and contact support@uponai.com.