- Environment: Genesys Cloud AP-Southeast-1
- Trunk Type: BYOC (15 active trunks across regions)
- SDK: JavaScript SDK v3.2.1
- Issue: 504 Gateway Timeout on /api/v2/analytics/conversations/query
- Timezone: Asia/Singapore
Is it possible to configure extended timeouts or pagination strategies for the Agent Scripting API when querying conversation data linked to specific BYOC trunks in the AP-Southeast-1 region? We have observed a consistent 504 Gateway Timeout when attempting to retrieve detailed conversation metrics via the /api/v2/analytics/conversations/query endpoint, specifically when filtering by trunkId for our primary carrier routes. The secondary carrier routes do not exhibit this behavior, suggesting a potential bottleneck or misconfiguration tied to the primary trunk’s metadata processing in this specific region.
The error response includes the message: “Invalid filter value for trunkId: must match active carrier route” followed by a generic gateway timeout. This occurs during peak hours (09:00 - 11:00 SGT) when call volume is highest. We have verified that the SIP credentials and outbound routing rules are correctly configured, and the secondary carrier failover logic is functioning as expected without timeouts. However, the analytics reporting for the primary trunk remains unreliable, impacting our ability to generate accurate SLA reports for compliance audits.
We have attempted to reduce the query window and limit the number of returned records, but the timeout persists. Additionally, we have checked the carrier-specific quirks documented for AP-Southeast-1, but none seem to address this particular API latency issue. Could this be related to how Genesys Cloud processes BYOC trunk metadata during high-load scenarios? Are there any recommended best practices for optimizing API calls to this endpoint in our environment, or should we consider a different approach for aggregating this data? Any insights into the underlying cause or potential workarounds would be greatly appreciated.