Quick question, has anyone seen this weird error? with the Agent Scripting block in our EU-West BYOC environment. The issue specifically impacts the Play Audio action when using dynamic file paths derived from previous conversation variables.
Our current setup involves an Architect flow version 2.4.1 where the script block is triggered post-queue. The system is supposed to play a personalized greeting based on the customer’s tier, stored in the customer_tier variable. However, approximately 15% of the time, the block fails with a 504 Gateway Timeout error, causing the call to drop or loop back to the main menu. This inconsistency is disrupting our service level agreements and causing significant frustration among our agents in Paris.
We have verified that the audio files are correctly stored in the Genesys Cloud storage and are accessible via direct link. The timeout occurs even when the file size is minimal (<1MB). Interestingly, this issue does not seem to affect the Play TTS block, which functions without interruption. This suggests a potential issue with how the scripting block handles dynamic media retrieval in the EU-West region.
Has anyone encountered similar latency or timeout issues with the Agent Scripting block in a BYOC setup? We are particularly interested in understanding if this is a known limitation or if there is a configuration tweak that can mitigate the timeout. Our operations team relies on these personalized greetings for brand consistency, so resolving this quickly is a high priority. Any insights or workarounds would be greatly appreciated.