Does anyone know the correct schema for the outbound_call_failover event in Agent Scripting? We are managing 15 BYOC trunks across APAC regions. When a primary trunk loses SIP registration, the failover logic triggers a Data Action. The payload arrives at the webhook, but the Agent Scripting variable mapping fails with a 500 Internal Server Error. The logs indicate a JSON parse error specifically on the carrier_failover_details object.
I have verified the SIP credentials and outbound routing configuration. The issue seems isolated to how the event payload is structured when the secondary trunk is engaged. According to Genesys Docs, the payload should contain a flat structure, but our logs show nested objects that break the parser.
We are using the latest Architect version. The timeout settings are set to 60 seconds to prevent premature drops. Has anyone encountered similar parsing issues with BYOC failover events? We need to capture the carrier_id for analytics reporting. Any insight into the expected payload structure would be appreciated.
The best way to fix this is to sanitize the payload before it hits the scripting engine. BYOC failover events often include nested objects that violate the strict JSON schema expected by Data Actions.
Wrap the incoming webhook in a simple transformer step to extract only the required fields. This prevents the parser from choking on unexpected nested structures like carrier_failover_details.
The official documentation states that byoc event payloads can be quite verbose compared to what zendesk triggers typically handle. in zendesk, we just ignored the extra metadata, but genesys cloud data actions are much stricter about schema validation. the suggestion above to sanitize the payload is spot on. a quick transformer step is the safest bet. you can use a simple jsonata expression like carrier_failover_details.{status: status, timestamp: timestamp} to strip out the noisy fields before passing it to the scripting engine. this avoids the 500 error by ensuring only the expected keys are present. it’s a small change but makes the migration from zendesk-style flexibility to gc’s structured approach much smoother. definitely worth testing in the sandbox first to verify the field names match exactly.
You need to ensure the transformer step explicitly handles null values within the carrier_failover_details object, as the platform API often returns empty objects instead of null during initial failover states. In our recent deployment of a multi-org Premium App, we encountered identical parse errors when the timestamp field was missing entirely. The strict JSON schema validation in Genesys Cloud Data Actions does not tolerate undefined keys, even if the parent object exists.
Try updating your JSONata expression to include default values or type checks. For example, use carrier_failover_details.{status: status, timestamp: timestamp || "unknown"}. This ensures the resulting payload always conforms to the expected structure before reaching the Agent Scripting engine. Additionally, verify that the webhook endpoint is returning a valid Content-Type: application/json header, as missing headers can sometimes trigger generic 500 errors that mask the underlying schema mismatch. This approach provides a more robust handling mechanism for transient BYOC state changes.
The JSON parse error usually stems from the carrier_failover_details object containing null or undefined keys that the scripting engine cannot coerce. The suggestion above to sanitize the payload is correct, but the transformation logic needs to be more robust than a simple extraction.
Here is the JSONata expression that handles null values safely:
(
carrier_failover_details.?status ?? "UNKNOWN",
carrier_failover_details.?timestamp ?? "1970-01-01T00:00:00Z"
)
This ensures that if status or timestamp is missing, the Data Action receives a valid string instead of a null pointer. Genesys Cloud Data Actions do not support undefined types in variable mapping.
We deploy these transformations via Terraform genesyscloud_script resources. Hardcoding fallback values in the script content JSON prevents the 500 error during runtime. If the BYOC trunk is in a transitional state, the API returns sparse objects. The transformer must bridge that gap before the scripting engine evaluates the condition.