How does a number on Genesys Cloud stop answering without an alarm?
On Genesys Cloud, a call passes through the carrier, a trunk to the platform and an IVR flow before reaching the queue. A route the carrier stopped delivering, a trunk rejecting calls over an address or certificate, or a flow published with an error takes service down, and the dashboard just shows an emptier queue.
The most common silent failures:
- Carrier trunk. When you use your own carrier, the trunk to Genesys Cloud has the failures of any SIP trunk: authorized addresses that changed, credentials, exhausted channels.
- TLS and certificates. A trunk configured with TLS depends on valid certificates on both sides; an expired certificate takes signaling down.
- On-site equipment. When telephony passes through equipment on your network, NAT, firewalls and SIP ALG also come into play.
- Number routing. A number with no associated flow, or associated with the wrong flow, is rejected or answers with a different message.
- Flow with an error. An IVR flow published with a fault can play an error message and hang up.
Where do you look for each symptom?
The Genesys Cloud telephony area shows the trunks and edge devices, and the routing area shows which flow answers each number. On the carrier side, the SIP response to each attempt tells you where along the way the call stopped. The table links each symptom to the point to check.
| Symptom | SIP code or cause | Where to look |
|---|---|---|
| Inbound volume dropped for no reason | No calls arrive; the carrier stopped delivering | Trunk status and a ticket with the carrier |
| Call rejected by the carrier | 404 Not Found or cause 1 | Number active and routed in the contract |
| Trunk rejects calls | 403 Forbidden: IP or credentials not authorized | Trunk’s authorized addresses and credentials |
| Rejected right after the INVITE | 488 Not Acceptable Here | Trunk codecs |
| Rejected at peak times | 503 with cause 34 | Contracted channels against active calls |
| Answers with an error message | The flow failed; there is no SIP error code | Flow associated with the number and the published version |
What does a real test call catch that Genesys Cloud does not show?
Contact-center dashboards measure the interactions that arrived. A call that never arrived does not appear, and an IVR that answers with the wrong message counts as a normal interaction. A call placed from the outside, like a customer’s, shows both cases: the rejection with its SIP code, and the greeting that differs from the reference recording.
It also checks whether audio flowed both ways and whether the measured voice quality, MOS-LQO, stayed above the agreed threshold.
How does Monitor monitor a number on Genesys Cloud?
Monitor does not integrate with Genesys Cloud; it calls the numbers, so it works with any contact-center platform. 2N5 places real test calls at the agreed pace, including overnight, retries each failure before alerting and delivers the incident with the SIP code and the Q.850 cause.
See the details in 0800 and IVR monitoring and in SIP trunk monitoring.
Frequently asked questions
Does Monitor use the Genesys Cloud API?
No. Monitor does not integrate with Genesys Cloud. 2N5 calls the numbers you choose, from its own platform, the way a customer does. That is why it works with any way of connecting telephony to Genesys Cloud, with Genesys as the carrier or with your own, and with any carrier.
Why doesn't the Genesys Cloud dashboard show the 0800 going down?
Because a call that never reaches Genesys Cloud creates no interaction for it to count. If the carrier stopped delivering the number, the queue just gets quieter. A drop in volume could be a failure or a calm day, and only a call placed from the outside tells the two apart.
Does the test call enter the queue and tie up an agent?
Not when the number is answered by the IVR. The call listens for the expected greeting and hangs up before any transfer. If a person can answer the number, they hear a message saying it is an automated test, and the call ends.
Does the test catch an IVR published with an error?
It does when the error changes what the caller hears. During setup, 2N5 records the reference greeting for each number, and each call compares what it heard against it. An error message, silence or a different greeting does not pass.