BYOC Edge TLS Handshake Timeout: Zendesk Webhooks vs Genesys Private Connect

Voice & Telephony
1

My current config is completely failing…

Migrating from Zendesk where webhook integrations were just simple HTTP POSTs to a public URL. Now, with Genesys Cloud Private Connect (BYOC), the Edge seems to be rejecting outbound calls to our legacy CRM endpoint. The Zendesk workflow handled this gracefully, but Genesys Cloud is throwing a TLS_HANDSHAKE_FAILURE in the Edge logs.

The CRM endpoint uses a self-signed certificate for internal testing. In Zendesk, we just added the CA to the server trust store. Here is the current Private Connect configuration:

private_connect:
 id: "pc-12345"
 name: "Legacy CRM Connector"
 endpoints:
 - host: "crm.internal.local"
 port: 443
 protocol: "HTTPS"
 tls_settings:
 verify_certificate: true
 ca_bundle: "/etc/ssl/certs/custom-ca.pem"

The Edge version is 22.4.0. When I test the connection from the Genesys Cloud Admin portal, it times out after 30 seconds. I suspect the Edge container cannot resolve crm.internal.local or the CA bundle path is incorrect inside the Docker container. Does Genesys Cloud require a specific format for the CA bundle, or is this a DNS resolution issue within the Edge pod? Need to map this Zendesk-style trust model to GC quickly.

2

Yep, this is a known issue… The Edge BYOC deployment enforces strict certificate validation by default. Unlike Zendesk, you cannot simply ignore self-signed certs. You must upload the CA bundle to the Edge Certificate Authority store in the Admin portal. Ensure the Trust Store includes the root CA, or the TLS handshake will fail regardless of the target URL.