We recently migrated our Genesys Cloud org to a different AWS region, and ever since, the agent schedule views are completely wrong.
The agents are seeing their shifts offset by several hours. In Salesforce, where we run the GC managed package, the CTI widget displays their upcoming schedule accurately based on their SFDC User record timezone, but the native Genesys UI is wrong. Is there a synchronization step we missed during the migration?
I manage 15 BYOC trunks globally, and while I agree with the previous post that SIP headers use UTC, you need to verify your SIP registration failover logic.
When you migrated regions, did you update your SBCs to point to the new regional endpoints (e.g., from mypurecloud.com to mypurecloud.ie)? If your SBCs are caching old DNS records or attempting to register with the old region, you might be experiencing split-brain behavior. Carrier-specific quirks often cause weird display issues if the platform thinks the agent is straddling two regions.
From a purely telephony standpoint, org region migrations don’t really affect the signaling layer.
The SIP SDP headers and the ICE candidates are negotiated using UTC timestamps regardless of where the Edge or the AWS region is located. You can run a SIP trace and see that the Date headers on the 200 OK remain universally formatted. The issue you are describing sounds entirely isolated to the frontend UI rendering layer rather than the backend routing infrastructure.
This visual offset is completely destroying my seasonal forecasting models.
As a workforce planner, I rely on clean historical data. If the agents see the wrong schedule and log in at the wrong times, our adherence metrics are ruined. I ran a statistical model yesterday and our ‘Out of Adherence’ percentages jumped by 40%. The raw data in the WFM backend seems to be stored correctly in UTC, so this has to be a client-side localized rendering bug introduced by the region shift.
Could you provide a bit more detail on how the agents are connecting?
If you take a Wireshark capture or look at the SIP trace during the initial WebRTC registration, do you see any 401 Unauthorized challenges from the old region? Sometimes the browser caches the authentication token for the previous region’s auth endpoint, which might be passing a stale timezone claim in the JWT payload.