Stuck on a problem and need help troubleshooting a timeout issue we are seeing during load testing.
We are running a JMeter script to simulate 2000 concurrent users interacting with a Genesys Cloud AI Bot. The bot flow is relatively simple, collecting name and order ID before transferring to an agent queue. The environment is US-East-1, platform version 2024-11.
When concurrency hits approximately 1500 active sessions, we start receiving HTTP 504 Gateway Timeout errors from the /api/v2/external/bots/active/conversations endpoint. The JMeter logs show the request hanging for exactly 60 seconds before failing. We have verified that the underlying integrations are responding within 200ms, so the delay seems to be within the Genesys Cloud orchestration layer.
Is there a known limit on simultaneous bot orchestration processes? We have checked the API rate limits, but those usually return 429s, not 504s. The WebSocket connections remain stable, but the API calls to update conversation state are timing out. Has anyone seen this behavior with bot flows under heavy load? We need to understand if this is a configuration error or a platform capacity constraint.
I normally fix this by checking the SIP trunk capacity and the associated failover logic rather than just looking at the application layer. While the 504 suggests a gateway issue, in high-concurrency scenarios involving BYOC trunks, the bottleneck is often the carrier’s ability to handle simultaneous SIP INVITEs or the Genesys platform’s outbound routing rules exceeding their defined thresholds.
First, verify that your outbound routing rules are not configured with a strict “sequential” priority that creates a backlog. If the primary carrier fails to respond within the timeout window, the system waits before attempting the next carrier, which can cascade into 504s under load.
Check your trunk configuration in the Admin console. Ensure the Max Concurrent Calls setting on the trunk matches the capacity purchased from your carrier. If Genesys sends more calls than the trunk allows, the excess requests may hang or drop.
{
"trunkId": "your_trunk_id",
"maxConcurrentCalls": 2000,
"failoverOrder": [
{
"carrierId": "primary_carrier",
"timeoutSeconds": 30
},
{
"carrierId": "secondary_carrier",
"timeoutSeconds": 15
}
]
}
It is critical to ensure that the carrier’s actual capacity matches the Genesys configuration. If the carrier drops calls silently, Genesys will wait for the timeout period before failing over, causing the 504 errors you are seeing.
Additionally, review the analytics for call.attempted vs call.answered during the test window. A spike in call.timeout metrics will confirm if this is a carrier-side issue. Adjust the timeoutSeconds in your routing rules to be slightly shorter if the carrier supports it, allowing faster failover to secondary trunks. This reduces the overall latency and prevents the gateway from holding connections open too long.
You might want to check at the conversation detail views for those specific sessions to verify if the bot logic itself is hanging before the gateway timeout occurs. The documentation on session persistence limits might offer some clarity on this behavior: https://developer.genesys.cloud/api-docs/conversations/session-limits.