Create a BYOC PBX SIP Trunk for Mindful

A typical Genesys Cloud organization may contain configuration of one or more carrier trunks, but to send calls to Mindful Callback, and to route both customer and agent legs of a callback, you will need a new External SIP Trunk.

Use the following steps to configure the new BYOC PBX Trunk.

1. On the External Trunks tab (Admin > Telephony > Trunks > External Trunks), click Create New.

2. Enter a name for the trunk.

3. Select "BYOC PBX > Generic BYOC PBX" in the Type dropdown menu.

   Additional settings will appear on the page.

   

4. Configure the trunk settings as shown:

   • Trunk State — Make sure this is set to "In Service" (it should be by default).

   • Protocol — Make sure "UDP" is selected (it should be by default).

   • Inbound SIP Termination Identifier — Enter a name to be used as an identifier in the SIP domain for inbound requests. This can be any name you would like.

     Important:

     The Inbound SIP Termination Identifier must be unique for the Genesys Cloud region. If your chosen identifier already exists in the same region (for example, the usw2 region), it cannot be used.

     At this point, you should see the Inbound Request-URI Reference box populated with an example URI. Write down the value of the FQDN Method for later use when configuring Mindful Callback (Call Center Number field).

   • SIP Servers or Proxies — Add the Mindful Callback SIP proxy address (FQDN) and port. Contact the Mindful Solution Delivery team for assistance in obtaining the proxy address.

     

   • SIP Access Control — Enter the Mindful Callback SIP proxy IP addresses. Contact the Mindful Solution Delivery team for assistance in obtaining the proxy IPs. Note that you do not need to add the RTP proxy IPs here; only SIP.

   • PBX Passthrough— Set the switch to "Enabled".

     

     The PBX Passthrough setting is the primary reason for configuring the trunk as BYOC PBX and not BYOC Carrier. This setting allows the customer leg of a callback returned from Mindful to come into Genesys Cloud to be forwarded to the customer.

     When Mindful routes the customer leg of a callback to Genesys, the customer phone number will not match any DID within the Genesys Cloud organization. Thus, the call will be sent out the carrier trunk by matching the customer's number to the Number Plan in Genesys Cloud.

   • External Trunk Configuration > Identity — Disable the Address Omit + Prefix setting in the Called section. If you are using PSTN instead of the the standard SIP integration detailed in this guide, you will need to leave this setting enabled (SIP = disabled, PSTN = enabled).

   • External Trunk Configuration > Media — Set "audio/PCMU" as the top item in the Preferred Codec List. This is needed since Mindful Callback uses the G711 ulaw codec for media.

     

   • External Trunk Configuration > Protocol:

     • Enable the Take Back and Transfer setting. This allows Mindful to transfer callers who choose to hold back to the Genesys environment during an inbound interaction.

       

     • Add a custom SIP header named X-Mindful-Routing-Token, with a value provided by the Mindful team. This will result in Genesys Cloud passing the header in any INVITE requests to Mindful Callback, which is required by the Mindful SIP Router.

       

5. Save your changes when finished.

Modify the Site configuration (Number Plan and Outbound Route)

You will need a Number Plan and Outbound Route to utilize the SIP trunk created earlier. Together, the Number Plan and Outbound Route will ensure that calls exit through the trunk created earlier on their way out to Mindful.

New Number Plan

The Number Plan will simply define a range of numbers to be identified and used in later steps. Use the following steps to configure a new Number Plan.

1. Select the Number Plans tab (Admin > Telephony > Sites > Your Site) and click New Number Plan.

   

2. Configure the Number Plan as seen in the screenshot above:

   • Number Plan Name — Enter your desired name (such as "To-Mindful-Callback").

   • Match Type — Select Number List, then enter the range of SIP numbers provided by the Mindful Solution Delivery team. You should have one number for each Mindful Call Target. In our example integration, we have entered a range of 285140002 to 285140009.

   • Classification — Enter a new value here (for example, MindfulCallback) to be referenced in the Outbound Route.

3. Move the new Number Plan to the top of the list (but still lower than Emergency) to ensure that Mindful calls exit through the correct trunk.

4. Save your changes when finished.

New Outbound Route

The Outbound Route will allow calls to be sent out the Mindful Trunk. Use the following steps to configure a new Outbound Route.

1. Select the Outbound Routes tab (Admin > Telephony > Sites > Your Site) and click New Outbound Route.

   
2. Configure the Outbound Route as shown in the screenshot above:

   • Name — Provide a descriptive name for the Outbound Route (such as Mindful Callback).

   • State — Set to "Enabled".

   • Classifications — Select the classification you created for the Number Plan earlier.

   • External Trunks — Select the new Mindful Callback Trunk created earlier.

3. Save your changes when finished.

Test the configuration

Before moving on, you can test the configuration up to this point while still on the Sites page:

1. Select the Simulate Call tab.

2. Enter a SIP number from the range of numbers provided by the Mindful Solution Delivery team.

3. Click Simulate Call.

The results should show the number using the new Number Plan, classification, Outbound Route and External Trunk created in this section.