Architect IVR Timeout Blocking WFM Self-Service API Calls

Architect & Flows
1

So I’m seeing a very odd bug with our custom IVR flow that handles agent shift swap confirmations. The flow is supposed to bridge into a simple REST API call to validate availability before updating the schedule, but it’s failing intermittently for agents in the Chicago timezone.

Here is how to reproduce the issue:

  1. Agent initiates a shift swap via the self-service portal.
  2. System routes call to the ‘SwapValidation’ IVR flow.
  3. Flow executes a ‘Set Variable’ action to pull the proposed shift ID.
  4. Flow hits the ‘Make REST API Call’ block targeting our internal WFM validation endpoint.
  5. Call drops with a generic ‘System Error’ after exactly 30 seconds.

The API logs show the request never arrived, so the timeout is happening on the Genesys Architect side, not our backend. We are using the standard HTTP client block with a 10-second timeout configured, yet the call hangs until the global IVR timeout kicks in. This is causing significant friction during our peak Friday scheduling window. Has anyone seen the Architect HTTP block ignore the local timeout setting and wait for the global limit? We need this to fail fast so agents can try another swap.