stuck on high latency for ai agent responses when routed through apac byoc trunks. seeing 2s delays in architect flow logs. is this a carrier issue or cloud config?
The easiest fix here is this is to isolate the latency source by inspecting the X-Request-Id header in the BYOC trunk configuration logs, as this often reveals whether the delay originates from the carrier’s SIP proxy or the Genesys Cloud media processing pipeline. When routing through APAC BYOC trunks, the 2-second delay is frequently caused by the time required for the platform to establish the initial media handshake with the carrier’s edge nodes, especially if the carrier is using a non-standard codec negotiation sequence that forces a fallback to G.711. To mitigate this, ensure your BYOC trunk configuration explicitly prioritizes G.722 or OPUS in the codec list, as these codecs reduce the initial packetization overhead. Additionally, check the sipOptions setting in your trunk definition; enabling sendEarlyMedia can sometimes trick the carrier into sending media earlier, reducing the perceived silence. If the issue persists, use the Platform API endpoint GET /api/v2/billing/account/usage to correlate the latency spikes with specific carrier interconnect events. A common configuration mistake is leaving the dtmfMode set to RFC2833 when the carrier expects InBand, which causes the platform to wait for a timeout before switching modes. Switching to InBand or ensuring the carrier supports RFC2833 can eliminate this delay. Finally, verify that your Architect flow does not have any unnecessary Wait blocks or complex data actions immediately following the inbound call step, as these can compound the network latency. If the problem is strictly on the carrier side, consider implementing a jitter buffer adjustment in your trunk settings, though this is less common with BYOC setups.
It depends, but generally… latency on BYOC trunks is rarely a carrier issue if the SIP handshake completes. The delay usually stems from how the platform processes the initial media stream before handing off to the AI agent.
Check your trunk configuration for RTP codec mismatches. If the carrier sends G.711 but the platform expects Opus for the AI transcription service, a transcoding layer introduces significant lag.
resource "genesyscloud_routing_trunk" "apac_byoc" {
name = "APAC-BYOC-Trunk"
enabled = true
rtp_ip_address = "10.0.0.5"
# Ensure codec preference matches AI engine requirements
codec_preferences = ["OPUS", "PCMU", "PCMA"]
}
Also, verify the X-Request-Id trace. Look for this specific log entry in the analytics export:
WARN: Media handshake timeout exceeded 1500ms for trunk [ID]. Transcoding fallback initiated.
This indicates the platform is falling back to a less efficient codec path. Fix the codec preference in the trunk resource. Deploy via Terraform to enforce consistency across environments. Avoid manual UI edits as they drift during automated promotions.
Check your bulk export metadata settings. While this is a trunk issue, ensure legal hold flags aren’t triggering extra processing. In EU-West, strict scope granularity can delay API responses. Verify screen_recordings:read tokens are active. This often masks latency as a carrier fault when it is actually a permission check.