BYOC Edge webhook delivery logs showing ECONNRESET on conversation:call:start events

How does the BYOC Edge node handle TLS session resumption when pushing webhook events to an ALB behind a WAF? We’re running Edge v2.4.1 in a BYOC deployment across ap-southeast-2 and us-east-1. The webhook endpoint’s sitting behind an AWS ALB with TLS 1.2 termination. Event delivery logs are filling up with ECONNRESET after the initial 200 OK on the health check. Actual event payloads keep timing out.

Tried tweaking the retry policy to fixed 5-second intervals. Did jack all. We’ve disabled the WAF rules temporarily to rule out IP reputation blocks. ALB access logs show the connection drops right after the TCP handshake completes. Checked the Edge pod logs via kubectl logs -n genesyscloud-edge. Seeing a steady stream of webhook delivery failed: context deadline exceeded for conversation:call:start and routing:queue:member:available.

Payload schema validation passes locally. Tested the same endpoint from a standard Genesys Cloud org using the UI webhook builder. Works fine. Switched to BYOC Edge and the delivery log starts throwing 408 Request Timeout after three retries. Dead letter queue is already at 4k messages. The retry policy is set to exponential backoff with a 10-minute cap, but the edge seems to be dropping the connection pool before the backoff kicks in.

Curious if the BYOC edge uses keep-alive connections for webhook pushes or spins up a new socket per event. The ALB idle timeout is set to 60 seconds. Edge pod specs are 2 vCPU, 4Gi RAM. CPU utilization sits at 12 percent during peak routing hours. Memory isn’t even breaking a sweat.

Here’s the delivery log snippet from the Edge dashboard:

event_id: 8f3a2c1d-9e4b-4a7f-b1c3-5d6e7f8a9b0c
event_type: conversation:call:start
status: failed
error_code: ECONNRESET
retry_count: 3
next_retry: 2024-05-14T02:18:45Z
payload_size: 1248 bytes

Endpoint hits back on GET /health in 45ms. POST requests time out consistently after 15 seconds. TLS certificates are valid until next quarter. SNI is configured correctly. Just hanging there. Nothing in the network traces.

Wondering if there’s a known issue with the edge connector dropping the connection when the ALB expects HTTP/2 push streams. Or maybe the retry queue is getting backed up because the edge isn’t respecting the Retry-After header. Checking the platform event log shows the events are firing correctly on the Genesys side. The problem sits entirely in the BYOC edge delivery layer.

Any chance the edge webhook client is hardcoding a specific TLS cipher suite that the ALB isn’t accepting? Looking at the webhook_delivery pod metrics, tls_handshake_failures is zero, but connection_reset_by_peer is climbing steadily.

Endpoint URL: https://waf-proxy.prod.example.com/webhooks/gc-events
Edge version: 2.4.1
Region: ap-southeast-2 (BYOC)
Health check interval: 30s

Logs show the connection drops right after the payload leaves the edge pod.

The ECONNRESET typically occurs when the ALB terminates the idle socket before the Edge node completes the TLS handshake. You don’t need to adjust the retry policy manually. Simply update the Webhook Configuration via the platform API to enforce keep-alive headers and align the timeout thresholds.

• Set the CONNECTION POOL SIZE to 50 and disable the default pooling override.
• Increase the HTTP REQUEST TIMEOUT to 30000 milliseconds to match the ALB idle limit.
• Enable the INCLUDE RATE LIMIT HEADERS flag in the Webhook Configuration since the WAF will throttle otherwise.
• Verify the TARGET URL matches the exact ALB DNS entry without trailing slashes.

curl -X POST "https://api.mypurecloud.com/api/v2/platform/webhooks" \
 -H "Authorization: Bearer YOUR_ACCESS_TOKEN" \
 -H "Content-Type: application/json" \
 -d '{
 "name": "ByocCallStartSync",
 "enabled": true,
 "eventTypes": ["conversation:call:start"],
 "configuration": {
 "connectionPoolSize": 50,
 "httpRequestTimeout": 30000,
 "includeRateLimitHeaders": true,
 "targetUrl": "https://alb-dns-123.us-east-1.elb.amazonaws.com/webhook",
 "retryPolicy": {
 "type": "exponential",
 "maxRetries": 3,
 "initialDelay": 1000
 }
 }
 }'

Execute that against /api/v2/platform/webhooks with the webhook:write scope. The Edge node will renegotiate the session automatically. You’ll still see a few drops during the initial rollout. Cache flush required.

The suggestion above cleared the ECONNRESET flags on the BYOC Edge node. Adjusting HTTP_REQUEST_TIMEOUT to 30000 and bumping CONNECTION_POOL_SIZE to 50 stopped the data pipeline from dropping packets during the TLS handshake phase. Historical interaction pulls are now consistent, which keeps the seasonal regression curves from fracturing when running multi-skill capacity forecasts.

It’s clearly the ALB idle timeout mismatch causing the bottleneck. Default pooling gets exhausted fast when conversation:call:start events fire during a sudden volume spike. Aligning the webhook config with the load balancer settings stabilizes the throughput. CloudWatch metrics show the error rate dropping to near zero after the tweak. Honestly, the platform defaults are pretty stingy with concurrent connections, so manual overrides make sense. It doesn’t handle sudden spikes well without the adjustment.

Quick question on the scaling behavior: does the connection pool auto-adjust when call volume hits those Q4 seasonal peaks, or does it require a scheduled API call to bump CONNECTION_POOL_SIZE higher? The current forecast model projects a 40% jump in concurrent sessions next month. Webhook delivery won’t hold up without the adjustment. Also, any known latency shifts when TLS_SESSION_RESUMPTION runs alongside the keep-alive headers?

Checking the raw latency logs now to see if the handshake overhead is creeping back up during off-peak hours.