Setting Up a Carrier (SIP Trunk) in Cognigy Voice Gateway

A SIP trunk is a two-way connection between Cognigy Voice Gateway and a Session Border Controller (SBC). Before getting started, you need to collect the necessary connection details from the SBC you are connecting with. (IP addresses, posts, encrytion types, etc) Additionally, ensure that traffic from the Cognigy Voice Gateway system IPs is allowed to access the SBC to enable proper communication. This setup guide focuses on essential IP configuration for non-technical users. For advanced settings, please refer to the detailed documentation.

Step 1: Create a Carrier

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  1. Log in to your Cognigy Voice Gateway web application.

  2. Navigate to Carriers from the main menu.

  3. Click Add Carrier to create a new SIP trunk.

  4. Assign a logical name to the carrier, usually identifying the SBC it is connecting with.

  5. If you are connecting to one of the predefined carriers, you can select it from the dropdown menu.

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You can find the Cognigy VG (SBC) SIP signalling IP addresses beneath the carrier name field. Ensure these IP addresses are configured to receive traffic on the SBC you are connecting with and relevant firewalls. It is important to also configure the RTP IP addresses on any firewalls to ensure media can flow. If this is done incorrectly, it can lead to calls connecting but nothing being heard. Contact Cognigy support if you need any information about the SIP or RTP IPs of your specific Cognigy system.

Step 2: Configure the SIP Gateway

To establish a connection, you need to configure the SIP gateway with the required IP settings. These values should be collected from the responsible team or individuals managing the SBC you are connecting with. If multiple IP addresses are used by the SBC, click the + button to add all possible IPs that traffic could be received on.

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  1. Network Address

    • Enter the IP address of your SIP provider's server.

  2. Port

    • Set the port number (typically 5060 for non-encrypted SIP connections).

  3. Netmask

    • Define the netmask (typically 32 for single IP addresses).

  4. Options

    • Active: Check this box if you want to enable the gateway immediately.

    • Inbound: Select this option to allow incoming SIP requests from this IP address.

    • Outbound: Select this option if the IP address should be used for outbound calls.

Step 3: Save and Activate

  1. Once you have entered the IP address(es), click Save.

  2. Ensure the new SIP trunk is enabled.

  3. Ensure all other components such as Phone Numbers, Applications and Speech Services have been correctly configured in the adjacent menus.

  4. Perform a test call to confirm the connection.

Optional Configurations

  • Authentication and Credentials: Some SIP providers require additional authentication.

  • SIP Headers & Routing Rules: Configure call handling based on your requirements.

  • Advanced Network Settings: Adjust for specific firewall or NAT settings.

For details on these configurations, refer to the Cognigy Voice Gateway documentation.

Debugging Common Issues

You can refer to the recent calls module to review all incoming call details. If calls are being received correctly, an individual log for each call will be available. If your call is not working, consider checking the following:

  • Incorrect IP Addresses: Verify that the SBC and Cognigy Voice Gateway IPs match the expected values.

  • Firewall Restrictions: Ensure that network firewalls are not blocking SIP or RTP traffic. Both RTP and SIP IPs must be allowed to pass through firewalls. Contact cognigy support to validate that you are using the correct IPs.

  • Port Configuration: Confirm that the correct port (e.g., 5060) is being used according to what your SBC is configured for.

  • SBC Settings: Check that the SBC is correctly configured to allow calls from Cognigy Voice Gateway, including the correct numbers and formats are configured.

  • Authentication Issues: If required, ensure that credentials are correctly entered.

  • SIP Headers & Routing: Verify that SIP headers and routing rules are correctly set up.

  • Phone Number Incorrect: Validate that the phone number used by your SBC for call forwarding is correctly configured in the VG portal ensuring number formats are also correct. This is how the call will be mapped to your specific system tenant.
  • Carrier-Specific Settings: If using a predefined carrier, ensure their specific requirements are met.

  • Contact Center Routing: Ensure the contact center system and SBC you are using are correctly configured to route calls to the Cognigy VG system.

If all of the above items have been validated and confirmed as accurate, yet calls are not being received, please contact support@cognigy.com providing evidence that all of the above items are confirmed to be accurate. 

See also

Genesys Cloud CX - Voice Integration

 


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